CRM Specialist

About the Role
We are looking for a customer-focused and data-driven CRM Specialist to manage customer relationships, improve customer retention, increase repeat purchases, and optimize the customer journey across our sales channels.
The ideal candidate will be responsible for maintaining accurate customer records, managing CRM systems, executing customer communication campaigns, tracking sales leads, and developing strategies to convert prospects into customers and existing customers into repeat buyers.
The role will work closely with sales, marketing, e-commerce, and customer support teams to ensure timely follow-ups, personalized communication, and a consistent customer experience across our laptop and IT products business.
Key Responsibilities
1. CRM System & Customer Database Management

• Manage and maintain the company's CRM system and customer database.(Odoo)
• Ensure accurate customer records, including contact details, purchase history, inquiries, preferences, and communication records.
• Organize customer data into relevant segments based on purchase behavior, product interests, location, customer type, and sales potential.
• Maintain records of leads, quotations, follow-ups, orders, complaints, and post-sale interactions.
• Establish processes for data entry, record updates, duplicate removal, and database hygiene.
• Monitor CRM data quality and ensure customer information is handled securely and in accordance with applicable privacy requirements.
• Generate regular reports on customer activity, lead status, sales pipeline, and retention performance.
• Run a customer retention program to ensure customer loyalty and repeat purchase.
  
  

2. Lead Management & Sales Follow-Ups

• Capture and manage leads generated through the website, social media, WhatsApp, phone calls, walk-ins, and online marketplaces.
• Assign or route leads to the appropriate sales representatives and monitor follow-up completion.
• Track the complete lead journey, from initial inquiry to quotation, purchase, or closure.
• Follow up with customers who have shown interest in laptops, gaming PCs, computer components, business IT equipment, and accessories.
• Monitor pending quotations, abandoned purchase inquiries, and customers who have not completed their orders.
• Develop follow-up workflows and reminders to reduce missed opportunities.
• Coordinate with the sales team to improve lead response times and conversion rates.
• Maintain clear records of lost leads and analyze the reasons behind unsuccessful conversions.
  
  

3. Customer Retention & Repeat Sales

• Develop strategies to encourage repeat purchases and strengthen long-term customer relationships.
• Identify opportunities for upselling and cross-selling complementary products.
• Create customer segments based on previous purchases, product categories, and buying cycles.
• Plan targeted campaigns for existing customers, inactive customers, and high-value accounts.
• Maintain customer engagement through relevant product updates, special offers, new arrivals, and personalized recommendations.
• Develop post-purchase communication workflows to encourage customer satisfaction, reviews, referrals, and repeat business.
• Identify opportunities to reconnect with customers for upgrades, additional equipment, and business IT requirements.
  
  

4. WhatsApp, Email & Customer Communication Campaigns

• Plan and execute customer communication campaigns through approved WhatsApp Business solutions, email platforms, SMS, and other relevant channels.
• Develop targeted campaigns for product launches, promotional offers, seasonal sales, and new inventory arrivals.
• Create customer communication journeys for new inquiries, quotations, abandoned carts, completed purchases, and post-sale follow-ups.
• Personalize messages based on customer interests, purchase history, and engagement.
• Ensure communications are accurate, professional, relevant, and consistent with the company's brand voice.
• Monitor campaign delivery, engagement, responses, conversions, and unsubscribe rates where applicable.
• Maintain appropriate customer consent and opt-out records and follow applicable communication and data protection requirements.
• Integrate website, social media, direct customer data all into the CRM software and maintain updated database at all times.
  
  

5. Customer Experience & Post-Sales Coordination

• Coordinate with sales and customer support teams to ensure customers receive timely responses and assistance.
• Track post-purchase satisfaction, customer feedback, product-related concerns, and service issues.
• Coordinate follow-ups relating to warranties, returns, replacements, repairs, and after-sales support with the relevant departments.
• Identify recurring customer complaints and recommend improvements to internal processes.
• Collect customer reviews, testimonials, and feedback through appropriate channels.
• Help maintain a consistent customer experience across physical stores, online channels, and direct sales.
• Escalate unresolved or high-priority customer issues to the appropriate team.
  
  

6. CRM Automation & Workflow Optimization

• Set up and maintain automated CRM workflows for lead assignment, follow-up reminders, customer segmentation, and post-purchase communication.
• Implement customer lifecycle journeys, including lead nurturing, first purchase, repeat purchase, re-engagement, and win-back campaigns.
• Work with the sales and marketing teams to standardize CRM processes and improve adoption.
• Identify repetitive manual tasks that can be automated.
• Support integrations between the CRM, website, e-commerce platform, customer communication tools, and sales systems.
• Maintain clear processes for tracking customer interactions and measuring campaign effectiveness.
  
  

7. Reporting & Performance Analysis

• Prepare weekly and monthly reports covering lead conversion, follow-up performance, customer retention, and campaign results.
• Track key metrics such as lead-to-sale conversion rate, repeat purchase rate, customer lifetime value, customer response time, and campaign-attributed revenue.
• Analyze customer purchase patterns, inactive customer segments, and opportunities for additional sales.
• Monitor CRM adoption and ensure sales teams consistently update lead statuses and customer interactions.
• Identify bottlenecks in the sales funnel and recommend data-driven improvements.
• Present actionable insights to management to support sales growth and customer retention strategies.
  
  

Required Qualifications & Skills

• Bachelor's degree in IT or Sales or a Business related field; equivalent practical experience may be considered.
• 2–5 years of experience in CRM management, customer relationship management, sales operations, customer retention, or a related role.