Customer Relationship Manager

Description

We are seeking a detail-oriented and strategic CRM Manager to oversee the implementation and management of our CRM system. The ideal candidate will ensure the system supports our sales, marketing, and customer service efforts, focusing on timely lead follow-up and reassignment to optimize our customer relationship management processes.

Key Responsibilities:

• System Management:
  • Oversee the CRM software configuration, maintenance, and performance.
  • Collaborate with IT to resolve technical issues and ensure system uptime.
• Data Management:
  • Ensure accurate capture, storage, and updating of customer data in the CRM system.
  • Develop and enforce data quality standards and procedures.
  • Analyze customer data to provide actionable insights.
• Strategy Development:
  • Develop and implement CRM strategies to improve customer retention, acquisition, and satisfaction.
  • Align CRM initiatives with business goals in collaboration with marketing, sales, and customer service teams.
• Training and Support:
  • Provide training and ongoing support to staff on effective CRM system use.
  • Troubleshoot user issues and provide timely solutions.
• Lead Management:
  • Ensure leads are followed up on a timely basis and reassign them as necessary to optimize sales efforts.
  • Monitor lead status and implement strategies to improve lead conversion rates.
• Campaign Management:
  • Plan, execute, and analyze CRM campaigns to drive customer engagement and sales.
  • Monitor campaign performance and adjust strategies accordingly.
• Customer Insights:
  • Conduct market research and analyze customer feedback to understand customer needs and preferences.
  • Inform product development, marketing strategies, and customer service improvements based on insights.
• Reporting and Analysis:
  • Generate reports on key CRM metrics, including customer acquisition, retention rates, and sales performance.
  • Present findings to senior management and recommend actions based on data insights.
• Integration and Collaboration:
  • Ensure seamless integration of the CRM system with other business systems (e.g., ERP, marketing automation).
  • Collaborate with other departments for a unified approach to customer relationship management.
• Process Improvement:
  • Continuously assess and improve CRM processes for enhanced efficiency and effectiveness.
  • Implement best practices for CRM usage across the organization.

Requirements

• Bachelor's degree in Business, Marketing, IT, or a related field.
• Proven experience as a CRM Manager or similar role.
• Strong understanding of CRM systems and technologies.
• Excellent analytical and data management skills.
• Strong communication and interpersonal skills.
• Ability to work collaboratively across departments.
• Detail-oriented with strong organizational skills.
• Proficient in Salesforce 
• Experience in the Marine Industry is a plus

Benefits:

• Health, dental, vision, and life insurance
• Employee discount
• Paid time off
• 401k plan

Position Type:

This is a full-time position with variable hours, including weekends and evenings based on customer demand.

Affirmative Action (AAP/EEO statement):

NVG provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.  

NVG uses E-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities.  

NVG is a drug-free workplace.

Disclaimer:

This job description is not intended to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.

This description reflects management's assi