Marketing & PR 2 Marketing & PR 2

CRM Operations Specialist

Mangalore, India

Job Description

Job Title:
CRM Operations Specialist
Location:
Mangalore, India
Schedule:
Full-Time, Permanent
Team:
Analytics & CRM
Department:
Marketing & PR
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What's your new role about?

Managing the relationship with a customer is one of the most important aspects of any business. Thus, CRM specialist serves a vital function in any organisation. As a CRM Ops Specialist, your role involves design, implementation, and support of the CRM strategy using the CRM software’s for customer retention & win-back.
 
We view this as an extremely important and interesting role since our CRMs get to learn a lot about our customers. The behavioral data will enable us to create a tangible marketing plan. As a CRM Ops specialist, your job is to maximize the efficiency of the CRM software, the data inside it, and to improve customer care. With your love for tech & sports, you will get the chance to explore opportunities in various tools & tech stacks to bring ideas to life.
 

How will you stand out to us?

  • Strong knowledge in HTML, SQL, CSS – Bonus if you know other programming languages
  • Analytical and organizational skills
  • Passion for sports

  • ...the rest we can teach you with your hunger to make an impact

As our CRM Ops Specialist, you’ll have the opportunity to:

  • Oversee and execute multi-channel hyper-personalised campaigns
  • Design, build and refine workflows using the CRM software
  • Collaborate with the DAZN core market CRM leads and cross-functionals teams to ensure CRM campaigns and programmes run optimally
  • Work with database to segment audience, analyze behaviour, and improve the quality of the database
  • Creating a centralized database of information about customers and prospects that can be accessed by multiple stakeholders across the organization
  • Oversee CRM data governance which will include – Data standards, Data Audit, Data structures, User access & Reporting
  • Support the implementation of automated journeys for multiple audiences to cultivate relationships and enhance communications.
  • Strategically plan, execute and assess the performance of individual CRM programmes
  • Assist in trouble shooting of data or campaign setup issues
  • Spotting ways to improve usage of the CRM through automating basic everyday tasks
  • Create documentation on case resolution in order to facilitate knowledge sharing with team members.
  • Deliver administrative support where needed.
  • Meet the defined SLAs for quality & utilization as per the set standards
  • Staying informed on industry trends, the competitive landscape and new technologies influencing CRM. Identifying trends and opportunities, as well as translating analysis into actionable plans

You’ll be set up for success if:

  • A university or college qualification in computer services, information technology systems, or computer programming (HTML/CSS/SQL)
  • Solid communication skills & a good collaborator  
  • Microsoft Excel (VBA would be an add-on)

  • Not essential but great if you also have:

  • A strong interest in sports and technology
  • Administration experience around corporate systems such as Jira, Confluence, O365 is preferable.
  • Enjoy working within an agile and fast paced environment

Even better if:

  • Self-motivated and proactive
  • Key attention to details
  • Open, honest and approachable working style
  • Problem solver
  • Ability to multitask and work under pressure

  • These are the DAZN competencies you’ll need to succeed in your role….
  • Communicating with impact
  • Planning and Organising
  • Creativity and Innovation
  • Commercial awareness

Here's a little more about us…

JOB DETAILS;

Job Title: CRM Ops Specialist
Reports to (title): Team Lead
Career Level: Player
Location: Mangalore, India
Hours of Work: 9 hours, 5 days in a week (Flexible to work in shifts & Weekends)
Line Management Responsibility: No

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So if you want to push boundaries and make an impact, DAZN is the place to be.
 
As part of our team you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop.
 
If you're ambitious, inventive, brave and supportive, then you're the kind of person who's going to enjoy life at DAZN.
 
We are committed to fostering an inclusive environment, both inside and outside of our walls, that values equality and diversity and where everyone can contribute at the highest level and have their voices heard. For us, this means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. We are supported by our talented Employee Resource Group communities: proud@DAZN, women@DAZN, disability@DAZN and ParentZONE.
 
If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.
 
Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.
 
We look forward to hearing from you.