CRM Lead

📋 Description

• • As the pivotal CRM Lead at HyperionDev, you will be the cornerstone of our Revenue Team, meticulously managing the infrastructure, processes, and data that fuel our sales efficiency and drive student success.
• • This role demands end-to-end ownership of our Customer Relationship Management (CRM) and Contact Centre systems, ensuring their seamless operation, continuous improvement, and unwavering reliability.
• • You will be instrumental in maintaining and updating policy documentation, ensuring it remains current and aligned with our evolving business needs and strategic objectives.
• • A key responsibility will be the generation of comprehensive and insightful reports for leadership, providing a clear view of sales performance, pipeline health, and operational effectiveness.
• • Your success will be directly measured by the accuracy and integrity of our sales data, the consistent uptime and performance of our communication tools, and the robustness of the operational frameworks you implement to support the entire student journey, from initial inquiry to successful career placement.
• • **System Management:** You will oversee the day-to-day maintenance, configuration, and optimization of our CRM and Contact Centre software. This includes ensuring high system availability, performing regular data backups, and implementing necessary updates and patches to maintain optimal performance and security.
• • **Data Integrity and Governance:** You will be responsible for establishing and enforcing data governance policies within the CRM. This involves ensuring data accuracy, completeness, and consistency across all records, as well as implementing data cleansing processes and protocols.
• • **Policy and Procedure Development:** You will lead the charge in creating, documenting, and regularly updating internal sales policy documents and Standard Operating Procedures (SOPs). This ensures that all sales-related activities are conducted in a standardized, efficient, and compliant manner.
• • **Reporting and Analytics:** You will manage the creation and maintenance of all reporting dashboards for the Revenue Team. This includes developing key performance indicator (KPI) reports, pipeline analysis, sales forecasting, and other critical metrics to provide actionable insights and support strategic decision-making.
• • **Process Improvement and Optimization:** You will actively identify opportunities to enhance the student payment journey and streamline internal sales processes. This involves collaborating with various teams to gather feedback, propose technical improvements, and implement solutions that increase efficiency and improve the user experience.
• • **Stakeholder Collaboration:** You will work closely with the Finance and Collections departments to ensure seamless data flow and system integration. This collaboration is crucial for maintaining accurate financial records, managing payment processes, and resolving any inter-departmental system-related queries.
• • **Technical Troubleshooting and Support:** You will act as the primary point of contact for resolving system-related issues and technical queries from the Revenue Team. This includes diagnosing problems, coordinating with IT or external vendors for resolution, and ensuring minimal disruption to daily operations.
• • **User Training and Enablement:** While not explicitly stated, a successful CRM Lead often contributes to training sales teams on CRM best practices and new features, ensuring effective adoption and utilization of the system.
• • **Cross-functional Alignment:** You will ensure that CRM strategies and operations are aligned with broader company goals, working with marketing, admissions, and student success teams to create a unified and effective customer experience.
• • **Scalability and Future-Proofing:** You will consider the scalability of current systems and processes, anticipating future growth and technological advancements to ensure HyperionDev's CRM infrastructure remains robust and effective.
• • **Vendor Management:** Potentially liaise with CRM and Contact Centre software vendors for support, upgrades, and new feature implementations.
• • **Compliance:** Ensure CRM practices adhere to relevant data privacy regulations (e.g., POPIA in South Africa).