Executive, Customer Engagement

We are seeking an experienced and dynamic Customer Engagement Analyst to oversee, optimize, and analyze our Customer Relationship Management (CRM) systems while driving engaging multi-channel campaigns. This role is key to ensuring efficient CRM operations, aligning marketing strategies with business goals, and using data-driven insights to boost customer engagement. The ideal candidate will have a blend of technical expertise in CRM platforms, creative campaign execution, and strong cross-functional collaboration. Additionally, this role will involve planning and executing Gentari Go event activations as needed.

Responsibilities

CRM Administration & Optimization:

• Design, manage, and refine workflow rules, validation rules, and approval processes;
• Provide system administration support, focusing on user permissions, custom objects, workflows, and troubleshooting;
• Create and manage custom objects, fields, formulas, record types, page layouts, reports, and dashboards;
• Maintain a high level of data integrity by identifying and resolving data anomalies and errors;

Data Analysis & Reporting:

• Analyze operational data to generate actionable insights on team effectiveness and customer behavior;
• Create performance reports to track and optimize key CRM success metrics, such as open, click-through, and conversion rates;

Campaign Strategy & Execution:

• Craft engaging content for email, push notifications, WhatsApp, and social media campaigns that align with the brand voice;
• Collaborate with marketing to brainstorm ideas, develop strategies, and ensure consistent messaging across all channels;
• Conduct A/B testing and performance analysis to enhance campaign effectiveness and boost engagement;

Social Media Management:

• Develop and execute social media strategies that complement CRM campaigns and boost brand awareness;
• Manage content calendars and publish posts across key social media platforms (e.g., Facebook, Instagram, LinkedIn, X);
• Monitor social media metrics, analyze campaign performance, and adjust strategies to drive engagement and conversions;
• Respond to audience interactions, manage customer inquiries, and foster community engagement on social platforms;

Gentari Go Event Activation:

• Plan and execute Gentari Go event activations, coordinating all event-related activities and ensuring a seamless experience for participants;
• Collaborate with the events team to define objectives, strategies, and logistics for activation events;
• Ensure CRM integration for event tracking and follow-up communications to engage attendees post-event;
• Manage event campaigns across multiple channels, including email, push notifications, and social media, to drive attendance and enhance brand visibility;

Integration & Cross-Functional Collaboration:

• Work closely with commercial, financial, and data teams to align CRM strategies with business objectives;
• Coordinate and support integrations with third-party applications, plugins, and tools;
• Capture business requirements from internal stakeholders for CRM enhancements and implementations;
• Support troubleshooting and provide end-user assistance to ensure smooth CRM operations;

Documentation & Process Management:

• Create and maintain documentation for processes, policies, and CRM configurations;
• Develop help-related materials to support end-user adoption and ensure compliance with best practices.

Requirements

• Bachelor’s Degree with a solid analytical and technical background;
• Minimum 5 years of CRM Administration experience, e.g., Salesforce, Marketo, Braze or relevant CRM platforms;
• Proven experience configuring CRM systems, including managing custom objects, flows, validation rules, and permissions;
• Familiarity with automating business processes, dashboard creation, and data analysis;
• Strong creative thinking and communication skills, with the ability to develop content that resonates with diverse audiences;
• Experience working directly with commercial, financial, and data teams;
• Social media management experience, including content creation, performance analysis, and platform management;
• Proven ability to plan, execute, and manage event activations, especially for brand visibility and customer engagement;
• Bonus points for knowledge of SQL/Workbench and experience with integrated tools like Outreach, HubSpot, or Salesforce.com.

For talent pipelining purpose, due to the heavy traffic of CVs, only qualified candidates will be notified.