A good CRM Project Manager usually comes from a university or college education and has a dedicated degree. As this is a technical-functional position, training based on different skills is required for those who want to make a career in this profession. Marketing, multi-channel communication and programming are not to be neglected in order to carry out one's duties properly.
A CRM Project Manager is often at the head of a team. This is why it is preferable that he or she has at least 5 years of experience and excellent managerial skills. The technological and competitive intelligence also allows him to anticipate the needs of customers and advertisers and to handle figures perfectly. All these qualities are the basis of a CRM Project Manager's ability to demonstrate great rigor on a daily basis.
The CRM project manager or customer relationship manager is the first person in charge of customer relations. His/her role is to manage the relationship with the consumer with the aim of understanding him/her through various actions, particularly via Internet tools, to build loyalty. Having a knowledge of digital tools and the functioning of the Internet, the CRM and loyalty manager thus implements tools that allow him to regularly monitor exchanges and develop his general knowledge of customers and their expectations. He is the clever mix of marketing, IT and sales. This is why he or she is given a central role in a company's sales department.
To become a CRM project manager, you must have excellent knowledge in marketing and technical webmarketing (ROI, traffic, affiliation, etc.). The person who practices this profession knows the business sector of his company perfectly.
In addition, a CRM Project Manager must have very good analytical and synthesis skills, master English, be a good listener, a good communicator and curious about the evolution of the competitive market.
The missions of the CRM project manager vary according to the structure of the company in which he evolves. He or she is generally in charge of managing a database by collecting all the elements that make up the customer life cycle (general information, purchases, expectations, subscriptions, complaints, etc.). These enable him to make segmented analyses of their behavior and to implement the best loyalty strategy to generate commitment. It can, among other things, take care of customer relations on the Internet, notably through the automation of campaigns or the personalization of the website according to the browsing habits of each consumer. It can also manage the sending of emails in case of promotion or for a customer's birthday.