CRM Specialist

From Job Listing:

• Manage retention funnels and implement marketing strategies that focus on retention
• Produce error-free writing that upholds company strategies and guidelines.
• Manage multiple projects with short deadlines.
• Establishing workflows and standards or entering data in the CRM
• Spotting ways to improve usage of the CRM through automating basic everyday tasks
• Customizing and pulling marketing reports from the CRM
• Analyzing the marketing reports to determine what kind of customer trends the business should respond to
• Write training manuals and teaching staff on how to use the CRM
• Troubleshooting user or software errors that inhibit the efficiency of the interaction between people and technology
• Resolve technical CRM issues, including responding to customization requests

1- Who is a CRM Specialist [Customer Relationship Management] and what is their role ?

• Ans - CRM is the person who, aside from the merchant team and community, can reach personally to our customers [merchants] albeit digitally. They are responsible for effectively reaching out and communicating our products and services which appeal and fit the merchants’ needs. They understand the product, they understand the technicalities of the tools and they are an analytical person who understands data, numbers and also their customers.

2- As a CRM Specialist what are my job responsibilities?

• Ans - Here are a few responsibilities that CRM Specialist at BW can take upon:


• Understanding of Our Customers: This is paramount to how we operate. Not just CRM, but all Marketing Team will need to play a part in understanding and obsessing over our customers. The execution of talking to the customers might not be done from the CRM side, but CRM needs to understand our customers to determine what we should communicate on the CRM tools.


• Customer Segmentation and Targeting: CRM is all about user segmentation. Define and segment the target audience based on behavior, preferences, and needs or other internal/external researches’ insights. At BW we have multiple options to divide our users. As a CRM Specialist, you need to be able to:
• Maintain retention of the users who have shown certain behaviors.
• Reactivate or prevent churns when users have shown certain behaviors.
• Increase ARPU based on power users’ behaviors.


• Product Lifecycle Management: CRM needs to significantly contribute in feature adoption growth, maturity and decline to sustain product relevance and profitability.


• Product Positioning and Messaging: Develop clear and compelling messaging for the product, emphasizing its unique value proposition and benefits compared to competitors through CRM channels.


• Customer Feedback and Insights: Gather and analyze customer feedback, reviews, and usage data to understand customer satisfaction and make informed product improvements. If our users are not satisfied with any feature/product, connect with the merchants on how to improve and share the feedback with the product team for improvements.


• Metrics and Performance Analysis: Establish key performance indicators (KPIs) to measure the success of CRM marketing efforts and use data analytics to optimize CRM marketing strategies and campaigns. Ex- what is the expected clicks for a PN/IAB on a new release etc and how it translates to our north star metrics.

Overall responsibility summary of the role:

• CRM is the person who, aside from the merchant team and community, can reach personally to our customers [merchants] albeit digitally through Push Notification, WhatsApp and in-app Banner. They are responsible for effectively reaching out and communicating our products and services which appeal and fit the merchants’ needs. They understand the product, they understand the technicalities of the tools and they are an analytical person who understands data, numbers and also their customers. They analyze the data, they test out their hypothesis, they iterate for higher conversion rate on their channels.