CRM Manager

5 days ago

Melbourne, Australia KordaMentha Full time

Fulltime (12 month contract)

Objectives and Scope of the position

  • Champion and elevate the utilisation of our Microsoft D365 platform across the firm to maximise engagement and utilisation.
  • Manage, facilitate and deliver the CRM marketing strategy, automation, and processes for KordaMentha.
  • Be the go-to expert, leverage insights, create bespoke dashboards to better understand interactions with clients and prospects, as well as provide strategic insight in relation to pipeline and campaigns.
  • Work collaboratively with different services lines and across our offices to bring people on the journey, upskill staff and drive exceptional CRM communications to support the firm in client engagement and prospecting activities.

Duties and responsibilities 

  • Manage, facilitate, and deliver the CRM marketing strategy, automation, and processes in Microsoft D365
  • Lead lifecycle journeys, marketing and transactional automations across relevant channels
  • Collaborate with our P&C and IT teams, to design and develop a training program to roll out across service Lines, and draw on specialists as required
  • Work closely with teams to manage client and target database health, ensuring data is clean, structured and compliant with privacy requirements and any additional legislation relevant to KordaMentha and the regions we operate in (Singapore, NZ, Jakarta & AU).
  • Identify areas for data-led learning, optimisation and automation to drive team efficiencies and channel performance
  • Identify opportunities to automate manual processes to drive team efficiencies
  • Maintain platform governance, such as regular user audits, tracking super messages usage and ensuring contacts volume is within appropriate limits
  • Advise the Marketing & Brand team on email best practice, journey creation and campaign tracking
  • Measure and report all CRM marketing campaigns' performance, driving metrics, developing testing strategies to improve on future performance
  • Maintain the platform by monitoring automations and communication journeys, identify and address key platform issues, keep abreast of new platform development and releases to improve overall activities and reporting
  • Monitor & analyse upcoming legislation changes and their impact on CRM Operations

Qualifications and experience/skills required

  • 4+ years of Microsoft D365 CRM experience
  • Experience at working in a financial services or professional services environment (B2B) well regarded
  • Exceptional stakeholder management and relationship building skills
  • Excellent CRM campaign build, monitor, optimise and reporting skills with strong understanding of channel management and best practises
  • Strong analytical skills, with the ability to interpret data and metrics to drive actionable insights and recommendations for campaign optimisation.
  • Understanding of business operations & the ability to align CRM strategy with overall business objectives
  • Understanding of regulations (e.g., Spam Act, NCPF) and best practices for compliance in CRM operations.
  • Experience in reporting for Microsoft D365
  • Experience in Power BI and MS teams’ integration..
  • Intermediate to advanced Microsoft Office suite

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