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0-5 years of experience
Responsible for all digital consumer engagement to strengthen sales, loyalty and retention for the [company name] online store.
Oversaw e-mail/mobile marketing across 33 countries and 3 business units, including on-boarding, horizontal and vertical comms.
- Analyzed purchase patterns and attitudinal data to reveal new CRM growth opportunities to enhance consumer spending.
- Implemented e-mail testing, online surveys and customer segmentation modeling; share best practices with global teams.
- Developed a suite of winback, retention and renewal campaigns that extended lifecycles and increased customer response 40%.
- Executed CRM campaigns to cross-sell and up-sell new and existing products to current [company name] subscribers.
- Introduced real-time customer segmentation e-mails based on past purchases that increased open rates by 300%.
- Devised an SMS program to inactive users that lifted engagement rates by 23%.
- Informed key stakeholders on all KPIs (e.g., open/click-through/conversion rates, Omniture trends, ROI, etc.)
0-5 years of experience
Implementation and management of a formal CRM and database marketing program that focused on leveraging the company’s data asset and increasing ROI on marketing spend through customer segmentation, data hygiene, acquisition of customer prospect lists, and measurement of customer sentiment.
- Created and continuously improved customer direct mail selection methods and tools, resulting in an 11% increase in response rate, while increasing circulation by 55% over a 4-year period, vastly improving the productivity of a multimillion dollar direct mail marketing spend.
- Created customer characteristics process to segment customer database on affinity and interests.
- Created systematic process to measure customer requirements and enhanced the customer satisfaction measurement process.
- Created innovative customer scoring algorithm used to rank the customer database.
- Contributed to winning the Malcolm Baldrige National Quality Award in 2009, as demonstrated by the CRM processes and results being cited as a key strength in the site-visit feedback report.
- Managed monthly marketing scorecard and key measures with benchmark data.
- Implemented digital advertising sales attribution process for email, web advertising, PPC, and social media marketing by integrating data from third party software and SQL Server database, then created Excel reporting tool.
- Served as Examiner for Missouri Quality Award in 2007 and Senior Examiner in 2010.
0-5 years of experience
Global marketing lead for the implementation and training of Marketing Campaign Management in SAP CRM.
- Data enhancement and data mining lead for CRM for the generation of qualified leads for the sales force.
- Model building for customer segmentation and customer scoring utilized in marketing campaigns generating more than $2M in top line revenues in 2011.
- Project manager for the evaluation of the life science market presented to the board of directors.
- Designed and implemented key performance indicators reports for each business units monitoring sales, volume, services and marketing effectiveness.
0-5 years of experience
In charge of selling internet marketing services, email campaigns, web designs, and lead generation. I managed the clients’ campaigns and satisfied their needs by identifying industry trends and target markets.
- Sold over $150,000 in email campaigns within my first 6 months, and averaged a 75% one-call-close rate.
- Organized all email deployments and online media launches for multiple campaigns, up to 5M ‘sends’ in one blast
- Review and updated content and design for each individual creative presented and submitted to client
- Managed and spearheaded meetings with creative department and clients to maintain projects and deadlines
- Instituted a CRM (Customer Relation Management) program companywide entitled Goldmine, which streamlined sales workflow from initial client contact to reorder requests.
- Monitored and managed sales team (8), creative team (4), and database team (3) utilizing newly implemented CRM program, which vastly improved workflow.
- Delivered Real-Time reporting on campaigns and utilized a CRM program to record and manage results.
- Enhanced brand awareness through various social media networks, generating over 20% increase in the company’s leads.
- Successfully managed and coordinated various advertising campaigns, including: conferences, tradeshows, collateral and covert marketing, direct mail, email broadcasts desktop ad impressions, banner and pop-up ads, website designs, search engine optimization.
0-5 years of experience
Led EMEA account support issues, interfacing between the customers and engineering to drive for resolution for the top 10 channel partners, in over 10 countries (France, Poland, Spain, UAE, Netherlands, South Africa, Rumania, Italy, and North Africa). Provided analysis of incidents for process improvement.
- Setup logistics for EMEA repair house in Poland, reducing cost of shipping and replacing defective units.
- Trained team to use our tools, provided on-going management of the relationship.
- Managed the relationship with key OEM partners (i.e. Avaya). Conducted weekly meetings to review open and new issues and drive for resolution with our engineering team. Closed all issues.
- Planned and coordinated the implementation of RightNow Technologies CRM software, including migration of the existing knowledgebase within 60 days.
0-5 years of experience
Created comprehensive CRM vision and implementation roadmap and drove adoption across multiple distribution channels and multiple levels of management.
- Developed and deployed customer Lifetime Value (LTV) model to determine appropriate marketing spend and prioritizing customer groups for relationship marketing initiatives.
- Managed full-scale roll-out of successful relationship and segmentation marketing pilot initiatives, leading to 3 percentage point gain in retention for loyalty program, 15 percent reduction in marketing for direct mail using segmentation system, and an increase in referral rates among customers with high lifetime values
- Implemented segmentation system that identified clones of most valuable customers in a wide range of available prospect databases.
- Designed and executed CRM pilot initiatives and evaluated their impact on customer profitability, retention and loyalty.
- Developed model estimating long-term revenue impact of retention and referral improvements.
10+ years of experience
Provided leadership and management for operations comprised of contact center and customer care. Established measureable goals and assist leaders with roll out. Participated as a key member of integration team to develop and deliver innovated solutions.
- Assisted senior leadership teams in making sound, innovated decisions based on facts and business/industry knowledge
- Developed and facilitated manager training for new product releases to support the increase of revenue
- Resolved, traced and escalated critical issues to minimize project risk factors
- Successfully trained Southeast Region end-users and management on new system that streamlined customer information process and increased productivity
- Expanded productivity with end-users through successful coaching
- Turned around performance results through upgrading staff and productivity improvements; reduced staff turnover by 17%
- Consistently received high customer satisfaction results
- Implemented quality assurance programs
- Initiated strategies to reduce customer attrition
- Collaborated with cross-functional teams with consolidation of 11 Florida sales/call centers into two centers
0-5 years of experience
Partnered with Paris headquarters to select and define product assortment for North America, traveling to headquarters bi-annually to plan seasonal strategy and marketing calendar
- Built international sites to expand e-commerce presence and generate sales while leading three redesigns on multiple platforms through rebranding initiatives under new creative direction
- Worked closely on merchandising website with US buying and communications teams to support key product launches
- Initiated, measured and grew e-mail and CRM campaigns for USA and Canada, working closely with Paris team on digital marketing execution
- Developed first-ever client rewards programs, private events, charity sponsorship/donation for VIP client and approved client outreach verbiage for events and after-sales service
- Composed training documents and selling tools for USA and Canada sales and service teams while leading online sales team, product training, and communication guidelines
0-5 years of experience
Primary project manager for multi-channel initiatives that had an email component.
- Partnered with consumer marketing team to develop email strategy for defined audiences and verticals.
- Built timelines and managed the email development process.
- Deep understanding of Yahoo’s customer experience across products, platforms, and environments.
- Determined customer contact strategy and targeting to drive engagement.
- Developed creative briefs to accomplish partner’s goals while following industry best practices.
- Defined and initiated multivariate tests with the goal of continuously improving key performance metrics.
- Partnered with email vendors to create, setup, test, and deploy campaigns.
- Analyzed campaign performances against established benchmarks, summarized key insights, and recommended actions to improve.
6-10 years of experience
Managed internal IT project team of 10 employees responsible for providing guidance and leadership for multiple ongoing projects across Siebel(Oracle), SAP, and other middleware applications. Built and maintained collaborative relationships with stakeholders to resolve outstanding issues, identify process improvements, and finalize project roadmaps. Managed large project teams, both local and offshore, to implement multimillion-dollar projects.
- Managed global project teams through 2 CRM (Siebel) global system upgrades supporting Sales, Marketing, Support and Channel Partners.
- Grew annual sales by 15%, increased sales productivity rate by 20%, and increased customer support satisfaction rates by 15% through implementing new CRM systems and redesigning critical processes for the global marketing, sales and operation teams.
- Provided best practices on product marketing campaigns, lead generation, and quote-to-order process by designing and delivering demonstrations of Siebel (Oracle) sales and marketing modules.
- Implemented weekly sales forecast process for the global sales organization to optimize revenue predictability and resolution of sales inhibitors.
- Lead process improvement initiative with PMO Director and Risk Management teams to develop new project management, change management, and risk management methodologies to ensure projects followed closer PMI standards and deliverables.
0-5 years of experience
Conducting JAD sessions with marketing team, User Community representatives from 3000 store Users and CRM Scrum Teams to understand the Business requirement.
- Proposed process improvement and technical solutions to meet Business requirement. Managing the time and budget for the monthly releases, following Agile Methodology (SCRUM).
- Provide communication about the project progress, funding, release timeline etc. to the leadership team. Managed the Release from initiation to deployment and supported post deployment issues across various teams.
- Provided solutions to integrate Salesforce Sales Cloud with Siebel. Designed data load from Siebel to Salesforce using data loader and Apex data loader. Designed high level customized visual force pages using extension controllers, custom controllers and standard controllers.
- Provided recommendation for Business process improvement and technological solution to stakeholders and created Service Level agreement for fulfilling the Business requirement for SaaS implementations.
- Rolled out CRM application in 3000 stores in 2 phases. Resulted in wide opportunities to store employees for leveraging the lead creation and tying up to the agreements.
- Worked closely with the stakeholders and various teams to resolve risks and issues related to release.
0-5 years of experience
Motivated and supervised an outbound CRM call center staff of 50.
- Managed the customer relationship by providing service and support and ensuring 100% total customer satisfaction.
- Monitored team and individual performance against sales goals.
- Motivated the team, recruited, interviewed, hired and train perspective employees.
- Improved results and enforced productivity standards.
- Responsible for tracking and meeting call productivity metrics and timeframes.
- Developed and coached staff to meet service and sales objectives.
- Maintained high levels of morale, energy and motivation.
- Conduct performance reviews, coach and counsel associates.
- Managed, tracked and monitored all Call Center goals and prepared reports to improve the management and oversight of call center.
- Monitored the outcomes of daily calls; perform forecasting and analysis of call trends.
0-5 years of experience
Developed, implemented and evaluated merchant Private Label Credit Card acquisition/activation marketing strategy, in conjunction with Client Relations, to improve merchant relationships and insure excellent service and profitability. Worked with merchants and sales staff to determine appropriate strategy and tactics for each merchant to increase PLCC and overall sales, and execute direct marketing campaigns for acquisition, activation, retention and rewards programs. Supervised, mentored and provided recognition and retention of CRM analysts, locally and offshore.
- Managed all marketing and customer collateral of 4 credit card launch teams.
- Represented Sales and Marketing Department in loyalty platform implementation and development project, to define business requirements, loyalty capabilities and future needs.
- Designed, managed and analyzed customer rewards programs.
- Managed analysis of campaigns to report ROI and improve performance.
- Improved merchants’ ability to market for credit and non-credit portfolios by directing and presenting customer insights and segmentation based on demographic, behavioral and survey data.
- Conceived and managed 10-plus pre-approved campaigns including launches of automated processes with cross-functional teams.
0-5 years of experience
Lead and manage online and offline direct to consumer marketing efforts through customer centric programs driving customer acquisition, retention, and profitability.
- Developed integrated communication strategies managing 100M+ customer touch points via email, print, and point-of-sale.
- Executed multi-channel programs generating over $30M in incremental sales leveraging customer segmentation and predictive models to maximize lifetime value. Campaign types include lifecycle (welcome & reactivation), trigger, promotional, events, and cross-sell.
- Conducted A/B tests to identify most profitable customer segments, effective offers, and relevant/compelling content to maximize campaign response and ROI.
- Partner with Marketing Analytics on evaluating campaign results, identifying key insights to drive performance and ongoing optimization. Ensure timely communication of results to internal stakeholders and vendor partners including go-forward strategic recommendations.
- Effectively manage multi-million dollar marketing budget including planning and forecasting.
0-5 years of experience
Planned and managed sales promotion for Department Stores, Duty free shops and E- commerce
- Presented comprehensive marketing reports based on sales
- Conducted extensive competition research analysis
- Analyzed and managed promotions, events and VIP program
- Produced marketing report based on sales result
0-5 years of experience
Addressed and monitored sales performance and customer service deficiencies
- Created CRM initiatives to secure customer loyalty and retention rate
- Implemented customer service surveys and increased satisfaction level
- Recruited and trained employees
0-5 years of experience
Lead customer relationship management (CRM) platform consisting of $11 billion in sales across all business units including sales, marketing, trade, outside brokerage companies for segments: meat, bakery, and beverage
- Management of pipeline with 15,000 sales opportunities, reports, multiple projects, and 50+ campaigns
- Tracked visibility of top national sales opportunities and RFPs through CRM tool to improve strategic selling process
- Routinely advised internal leadership teams of field sales weekly performance, trends in opportunity pipeline and drove change management initiatives to improve compliance
0-5 years of experience
Provided functional expertise in database marketing and creative development strategy, analytic tools, & techniques to guide advertising and merchandising.
- Led Direct Mail and Email creative strategy, target list pull strategy, and concept. Negotiated pricing for data entry vendor, database vendor, and direct mail print jobs.
- Took loyalty program from the ground up converting over to a data entry vendor and CRM Marketing database (WebDecisions).
- Acted as liaison between vendors and IS/IT for smooth transition to new database and data entry vendor.
- Remained main contact for all vendors inclusive of data entry, database, and print.
- Managed temporary staff and vendors to guide in CRM strategy and loyalty goals.
0-5 years of experience
Analyzed business development processes, recommended re-alignment of company sales strategy and resources, and documented revised sales process.
- Project Manager for a major telecommunications company – managed a team to implement Vantive (Now PeopleSoft CRM) call center, including integration to legacy order systems, switches, 3rd party credit checking system, 3rd party timecard system, and 3rd party banking system.
- Project Manager/Lead Functional Requirements Analyst for a major telecommunications company, managed a team to redesign process and implement a revised customer management strategy, encompassing six (6) sales channels. Re-designed process to fit six different channels into one process using Vantive (Now PeopleSoft CRM).
- Business analyst for a major long-distance communications company, managed the development of a prototype, custom sales order creation and staging solution. Implemented using Vantive and Oracle and legacy pricing system.
- Business Analyst for a global leader in internet communications solutions, managed the design, development, and implementation of a custom browser-based CRM system based on Vantive (PeopleSoft CRM).
- Project Manager for a rapidly growing cellular communications company, managed the integration of a CRM system (Vantive) to an enterprise resource management system (Oracle) which radically improved sales order submission time.
- Business Analyst for an integrated telecommunications services provider, managed the business analysis, specification development, and modification planning of an existing order management system so that it would accommodate ordering a new product line.
0-5 years of experience
I am currently serving the dual role of managing both Kubota’s Dealer Group Advertising program as well as its corporate Customer Relationship Management (CRM) program. Total budgets exceed over $15 million annually.
- Expanded Kubota’s Tier 2 Dealer Group Advertising Program from 33 to 54 dealer groups during Q1 2015, averaging 88 percent dealer participation (over 600 dealers) and covering over 70 percent of annual retail sales nationwide while improving both dealer and regional satisfaction levels.
- Supervising two regional advertising agencies and two direct reports internally within Kubota
- Quick-started a CRM program stalled by compliance/directional issues and now driving the program to full utilization (direct mail, email, web, social media, etc.) at both corporate and dealer levels
- Currently installing a new campaign tool to provide much needed marketing automation capabilities
- Initiated CRM database segmentation, program design and reporting enhancements to ensure improved compliance, efficiency, analysis, reporting and expansion capabilities
0-5 years of experience
- Organized the Americas Imaging & Printing Group for the deployment of Siebel 7.5 for Sales Center and Marketing
- Provided leadership in defining business requirements for implementing the integrated CRM Solution and Marketing Planning & Budgeting tool (MRM) across IPG Americas & WW.
- Conducted the IPG Leads Study to determine gaps relating to rating, routing IPG leads in the Americas
- Transformed lead management efficiency and effectiveness, driving a closed-loop process via tuned lead routing rules and effective integration of lead handling protocol into campaign planning and implementation process.
- Produced the Direct Data Integration Analysis to determine what customers are buying direct to help drive solutions/promotions that will lead in the assessment, preparation, and presentation of key strategic quantitative analysis for managing the business
0-5 years of experience
Maintain and provide support for all dealership systems, including the dealership’s 40-50 PCs, network, wireless devices, mobile devices, laptops, TVs, video systems, phone system, printers and fax machines. Trouble shoot and overcome and problems.
- Responsible for managing every aspect of our internet campaign, including dealership websites, 3rd party advertising sites, marketing campaigns and social media campaigns.
- Successfully designed and implemented many processes and procedures that have increase profitability and customer retention. Use my web internet and programming knowledge to increase efficiency and accessibility of information.
- Hired, managed and directed 5 employees with inbound sales calls, inbound internet inquiries, unsold customer follow up, customer satisfaction and internet marketing.
- Customer relations manager in charge of customer satisfaction and retention. Respond to customer complaint as well as training and coaching sales consultants with customer satisfaction and retention.
0-5 years of experience
Provided customers with other options instead of foreclosure
- Provided support for customers transitioned from their homes
- Maintained interest of investors/ shareholders while meeting customer needs
- Fostered a culture of effective risk management by identifying escalating issues and remediation risks
0-5 years of experience
Provided technical support in the Goldmine system for all users
- Created templates to be used in sales quotes and delivery sheets for salesman and drivers
- Worked with Sales management to increase sales cycle efficiency. Analyzed process and recommended changes to the cycle.
- Worked with sales team to identify new CRM package to be used. Analyzed Microsoft Dynamics, SalesForce, ACT, Goldmine, RentalResult, Rental Man (RentalResult was chosen)
0-5 years of experience
Implemented and led SAP CRM 7.0 roll-out application to USA Area Sales consisting of 200 end users by face to face direct training and LMS sessions
- Customized training programs based on different sales function needs and requirements
- Liable for New Hire Sales Training (planning, organizing, executing) as well ass CRM & Sales Processes leader
- Organized training sessions and managed successful end user participation and completion by using Learning Management System (LMS)
- Led a team of 5 District Super Users to deliver qualitative reports, efforts maximized end user productivity and progression
- Experience in training and providing direct support to cross functional teams (CRM, Global Sales Processes, US Sales Standards)
- Responsible for Sales Reporting (KPIs), writing and implementing Standard Operating Procedures (SOPs)
- Key in providing feedback on system enhancements to maximize end user quality experience and drive client retention
0-5 years of experience
Implemented and led SAP CRM 7.0 roll-out application to USA Area Sales consisting of 200 end users by face to face direct training and LMS sessions
- Customized training programs based on different sales function needs and requirements
- Liable for New Hire Sales Training (planning, organizing, executing) as well ass CRM & Sales Processes leader
- Organized training sessions and managed successful end user participation and completion by using Learning Management System (LMS)
- Led a team of 5 District Super Users to deliver qualitative reports, efforts maximized end user productivity and progression
- Experience in training and providing direct support to cross functional teams (CRM, Global Sales Processes, US Sales Standards)
- Responsible for Sales Reporting (KPIs), writing and implementing Standard Operating Procedures (SOPs)
- Key in providing feedback on system enhancements to maximize end user quality experience and drive client retention
0-5 years of experience
Supervised warehouse staff in three locations
- Liaison between warehouse and overseas manufacturer
- Managed customer relations for service, sales, and retention
- Participated in trade shows throughout the country to service Dealers, advertise products and intake of new innovative future product lines
- Created an online Chinese-based vehicle parts website for the company
- Receives multiple 53′ containers daily from offshore docks
- Managed inventory, warranty, and parts for clients and ordering stock
0-5 years of experience
Implemented Oracle Sales Online (3i & 3iv2) and Marketing Online for Field Sales department and VERITAS eBusiness unit.
- Managed Oracle Consulting and KPMG consultants
- Responsible for the correct setups because the application version (3iv2) did not meet our requirements. KPMG customized the quote to order piece because 3iv2 did not offer this and Veritas would have to wait for Sales Online 11i.
- Went live with the US version December 2000. On January 3, 2001 teams went to London, Spain, Australia, Japan, and China for CRP (conference room pilot), which was successful.
- Went live with Oracle Sales Online and the customized quote to order piece for EMEA and Asia PAC April 2001.
- Held Documentation and training at various VERITAS facilities as the instructor.
0-5 years of experience
- Built a direct marketing team at Chester Casino & Racetrack including but not limited to hiring/training employees, developing customer contact strategy via direct/email channels, create efficiencies to maximize budget spend
- Created and implemented time lines /processes with the property advertising and special events team to decrease postage/production expense
- Crafted a New Business program that increased conversion rates from 18% to 23% in 2011 by differentiating the message and bridging the time gap between activation and the first marketing contact
- Increased market share in Philadelphia region by revising behavioral and geographic segmentation of targeted mail campaigns to more effectively market to our customer database
- Manage the email production schedule for five properties to ensure the message, audience and drop date fulfill property and regional initiatives
- Challenged to reduce YOY costs by 5% and increase customer trips through more refined data criteria, creative mail strategies and increased usage of the email channel
- Guide supervisor and coordinators through professional development plans to encourage and foster growth within the department and for future advancement in the organization
- Led cross functional teams including promotions, operations, customer service, F&B to create and execute multi-property VIP events in the Atlantic City and Philadelphia region
0-5 years of experience
Created, implemented, and supported CRM and application server to push updates to sales agents
- Managed the activities of sales agents nationwide
- Created logic trees to assist customers with installations or upgrades and created a website for reference
- Created install packages for all of our desktop software
- Created ETL applications for CRM and customer validation, as well as automation of software testing
0-5 years of experience
Responsibility for understanding the business requirements and business process management of the national organization, identifying opportunities for improvement, and translating this information into software requirements for the Salesforce Administrators and Developers.
- Lead the rollout, implementation and development of Salesforce.com for Valpak’s 187 franchise networks and 1000 member international sales team.
- Serve as a liaison between the sales network and technical areas in development of sales process automation systems and applications. Lead a team of developers, system administrators, project managers and trainers to work cohesively as a high performing unit.
- Manage adoption, training, and communication activities for the implementation and day to day operations post rollout.
- Lead the implementation and integration of Pardot and Data.com for Marketing Automation that improved data integrity and increased sales.
- Identify and implement integrations to Salesforce production environment to enhance the user experience for National and Franchise Sales as well as Home Office Users.
- Within the first six months doubled the number of users and the number of franchises utilizing Salesforce in an environment where there are substantial fiscal implications.
- Utilize Agile Methodology to develop and successfully implement projects in two week sprints. Communicate results to stakeholders and company-wide through a variety of channels and mediums.
0-5 years of experience
Lead measurable marketing initiatives to drive sales, customer engagement and other key performance indicators for The Fossil Group enterprise (15 brands in total made up of wholly owned, licensed and a hybrid relationship)
- Drove +30% YOY sales growth through customer targeting, predictive modeling and optimization of media channels
- Own test and learn calendar to drive continuous optimization of financial and cross-functional resources
- Work with Global CRM leadership, cross-functional peers and partners to measure and refine program success
- Partner with IT peers to manage the development, enhancements and maintenance of the CRM database/solution and tools, specifically an 8 month build to migrate Americas, EMEA and APAC to a new internally hosted solution
0-5 years of experience
Oversaw online marketing for targeted interactions. Database marketing for lifecycle and loyalty marketing to customers and independent sales reps.
- Automate email, SMS and targeted website banners for lifecycle marketing programs such as welcome campaigns, confirmation notifications, cart abandonment emails, usage campaigns, and cross-sell promotions.
- Analyze customer behaviors in order to optimize all marketing communications.
- Implemented a loyalty program using game mechanics to improve customer retention and adoption.
- Measures campaign ROI using controlled testing methodologies.
- Reversed attrition rates of new customers and lapsed customers.
- Launched advanced cross channel behavior and attribution tracking using tag management systems and backend database services.
0-5 years of experience
- Managed entire PeopleSoft CRM database for the Office of Graduate Studies, established and strengthened relationships through the constituent lifecycle to keep prospects involved.
- Maximized recruiting effectiveness by leveraging multiple message channels to grow prospect interest.
- Produce more qualified candidates with personalized survey and inquiry management.
- Perform data mapping, conversion testing, as well as build SQL queries to provide reports for recruiters. Work with developers on a routine basis to troubleshoot reported problems pertaining to PeopleSoft, and Peopletools. Understand the application development lifecycle during the implementation process.
0-5 years of experience
Maintained the integrity of the CRM database.
- Created weekly, monthly, and quarterly reports for upper management.
- Used various analytical tools to measure market trends for different divisions.
- Created and sent sales leads via CRM to all sales reps.
- Developed and published various CRM modules for the Power and Tractor divisions.
- Used multiple strategies to help increase market sales for both divisions.
- Cleansed the PTOS database on a monthly basis.
0-5 years of experience
- Utilizing the “what’s in it for me” (WIFM) approach, created value added propositions for increased global utilization of MSCRM
- Accountable for managing $150,000 annual application maintenance budget
- Collaboration with external vendor and internal IT Groups on scope, timeline and milestones of technical upgrade
- Single point of contact for production support, including development and delivery of user training
- Devised business change and framework strategies for presentation to project Steering and Sponsors Groups
- Developed proficiency in configuring MSCRM
- Balanced tactical and strategic priorities in a challenging environment
0-5 years of experience
Worked with customers on their needs and requirements for our used products, Alfresco and Sugar CRM.
- Documented requested customizations by clients and relayed them to the designated department.
- Managed issues pertaining to customers.
- Offered assistance and professional insight to the process of hiring all interns and IT personnel.
- Support and front end knowledge of Alfresco, SugarCRM, Salesforce.com.
0-5 years of experience
Sun Chemical – SAP CRM and Shared Services Implementation
- Worked on Greenfield and consolidation for with SAP CRM for the interaction center with Web IC in SAP provides a blueprint for Shared Business Services Lead the SAP OTC team through the CRM functional design
- Created test strategy and build UAT script and completed testing utilizing Test Director as the testing tool
- Managed offshore and onshore Teams.
- Managed the design, build-out, and deployment of key telephony components including: IVR, PBX, Routing, CTI, Service Observation and CRM; including managing Client and Vendor resources for deployment
0-5 years of experience
Design, development and implementation of web applications using PHP and MYSQL to meet fast turn around times and deadlines.
- Troubleshoot existing web applications and plan the implement of new features to existing applications using PHP, Jquery, AJAX, and MYSQL.
- Add new features to software application that processed online credit card transactions using PHP, MYSQL, and Zend Framework’s Zend_DB class.
- Connect to web services using SOAP and HTTP methods.
- Developed accounting profit and loss reports using PHP, Jquery, and MYSQL. Database design, optimization and normalization using MYSQL.
- Assisted in installation and development of custom PHP short code functions using Word Press powered websites.
0-5 years of experience
Business Leader, lead department in monthly productivity
- Mentored new credit lenders
- Served as lead on the credit review board [company name] Bank.
- Taught credit and business strategies classes at [company name] University
- Worked with IT to develop and implement auto increase and auto reduction strategies of customers credit lines
0-5 years of experience
Planning and delivering CRM strategies encouraging customer retention and loyalty.
- Working closely with all departments to ensure CRM is working effectively for the company.
- Deciding on which CRM platform structure is appropriate for the companies’ operations.
- Overseeing direct communication with customers through the CRM.
- Monitor and maximize customer lifetime value strategies establishing maximum profitability.
- Developing testing strategies for all aspects of the CRM to ensure the most effective approach.
0-5 years of experience
Manager the whole supply chain process with Suppliers of Goods, Manufacturers, Retailers and Consumers.
- Plan and Monitoring the efficiency and effectiveness process of the transportation, the stock control, the warehousing and the flow of goods.
- Organize the storage and distribution of goods. Ensure the right products are delivered to the right location on time and at a good cost.
- Prepares the shipping documentation and deal with government and non-government agencies.
- Manage, train and evaluate the Logistics and storing teams.
- Responsible for Customer Relation Management process and procedures.
- Implement the Dep. Annual Objectives, Strategies, Goals and Plans.
0-5 years of experience
As part of a global agency, proven ability to demonstrate adaptability and understanding of the overall market while having total account management, including recommendations on new marketing strategies and ideas
- Work and collaborate with all internal levels, including strategy, creative and production teams to ensure successful development and optimization of email campaigns
- Acted as liaison between third-party vendors and other agencies to successfully onboard client to a new ESP, as well as a new Database platform structure
- Responsible for managing operations on two new platforms to ensure a smooth and successful transition
- Breaking out target audiences and managing IP warm ups
- Monitoring deliverability of email campaigns
- Proven strategic skills by extracting and interpreting data and analytics, organizing into detailed reports, and presenting to different clients along with recommendations for growth to increase ROI
- Proven presentation skills on and offsite while leading training sessions, and various business propositions
- Advise and assist in the development of new projects, such as Loyalty Programs and Remarketing Campaigns, that have proven to increase company revenue
0-5 years of experience
Helped to implement company’s CRM program
- Worked closely with salesman in different territories all over the United States
- Customer Service, answering phones, issuing returns, purchase orders, placing customer orders and salesman orders
- Managed and worked daily on AS400
- Inside Sales
- Put together all sales material and items needed for sales calls
- Tracked packages and charges through UPS
0-5 years of experience
- Responsible for leading Technical IT and Support Teams on major Salesforce.com and SAP implementation projects.
- Managed the requirements elicitation and analysis phases within the software development lifecycle for solutions within the CRM domain.
- Created Standard Operating Procedures for CRM Systems and end users.
- Identified opportunities to improve the effectiveness and efficiency of the CRM systems and within the sales force organization.
0-5 years of experience
Managed a team of 6 for the BCBS customer outreach department
- Responsible for CRM Support for the health outreach department
- Sold additional benefits to members through online services and enrollment letters
- Handled client products and details and Pivotal CRM accounts
- 45% travel for training programs
- Educated in Health Insurance Portability and Accountability Act (HIPPA) compliance
CRM Manager Resume FAQ.
How do you describe CRM on a resume?
CRM managers could be described as providing customers with services and support to ensure their satisfaction. They must create and present marketing reports, conduct in-depth competitive analysis and manage sales team members. The position requires a mix of soft skills and hard skills. Understanding how to use CRM software, like Oracle’s PeopleSoft applications, is just as important as being skilled at communication and active listening.
If you aren’t sure what to write, consider using a resume builder that suggests text for every resume section based on your previous and desired job titles.
What are the job responsibilities of a CRM manager?
CRM managers are responsible for understanding what the customers want and using that information to serve them better. A CRM manager’s day-to-day duties might include:
- Updating and maintaining customer accounts in the CRM system.
- Creating and refining workflows and strategies.
- Making strategy recommendations based on their observations.
- Executing relationship management campaigns to increase loyalty.
- Conducting competitive analysis.
Gabriela Barcenas
CPRW, Content Writer IIGabriela is a Certified Professional Resume Writer (CPRW) and career adviser. With 10 years of digital media experience and five years of resume writing expertise, her publication history includes fashion, education, travel, social justice, equitable design and career advice.
