Elements and Performance Criteria
- Review customer relationship management systems.
- Identify and communicate objectives of review of organisation’s customer relationship management (CRM) systems and engage staff in the process.
- Lead evaluation of organisation’s customer relationship data collection and analysis procedures to assess contribution to current business needs.
- Lead research into innovations in CRM systems and procedures and evaluation of applicability to organisational requirements.
- Lead research and selection of customer profiling data that would assist the organisation in building a sustainable competitive advantage.
- Consider and document proposals to enhance current organisational CRM capabilities and distribute to relevant personnel.
- Contribute to the selection and implementation of proposals according to scope of role and responsibilities.
- Monitor and analyse customer behaviour.
- Identify and communicate objectives of analysis of customer behaviour and engage staff in the process.
- Monitor customer relationship data collection to ensure enhanced CRM systems and procedures are implemented and provide value.
- Lead a review of current customer relationships and loyalty levels and set targets for enhanced outcomes.
- Lead research into customer demand for emerging products, services and strategies and evaluate applicability to business goals.
- Analyse internal and external data to identify trends in customer behaviour and predict future preferences.
- Consult on findings with staff team and other relevant personnel to identify trends and preferences to be addressed in the short and long term.
- Select and plan targeted events, offers and programs.
- Identify and communicate objectives of events, offers and programs and engage relevant staff in the selection and planning process.
- Lead a review of customer participation in, and response to, past events, offers and programs to identify improvements and new ideas.
- Lead a review of CRM and external customer behaviour data to identify potential relationship strengthening strategies for different customer target groups.
- Lead research into emerging strategies for building customer relationships and loyalty, and evaluate applicability to business goals.
- Consult with staff team and other relevant personnel to select cost-effective events, offers and programs for implementation.
- Lead staff team in planning and scheduling events, offers and programs.
- Promote targeted events, offers and programs.
- Organise preparation of equipment and materials for planned events, offers and programs.
- Coordinate notification of relevant stakeholders for each event, offer or program.
- Manage promotion of events, offers and programs.
- Lead review of customer responses to events, offers and programs and implementation of refinements as required.