Operations/CRM Analyst – Sales & Customer Service

Work closely with the CEO, COO and sales and customer service teams to deliver the user acquisition plan: CRM Management
- Manage the CRM tool – clean, prepare and upload customer data and documents, maintain accurate campaign and customer profile statuses, identify errors in data and support sales personals in fixing the errors, ensure data in CRM is accurate and useful, assign leads to sales team members, processing CRM data, etc
- Build datasets by extracting and consolidating data from different sources
- Extract and clean data from CRM and supply it to sales and marketing teams to support campaigns
- Manage various sales and marketing tools used by the business Customer Analytics
- Review customer profiles, segment customer data and analyse behaviours and trends to support decision making
- Analyse customer history; Monitor customers across their life cycle
- Analyse sales and marketing campaign results and support decision making
- Support the planning of new sales campaigns including creating promotions, target customer lists etc Process Support
- Perform end user testing of new and existing features of the BookAMed platform, CRM and other internal and third-party tools, and provide feedback to the Product Development Team to improve them
- Liaise with the IT team to ensure availability of sales and marketing tools
- Raise tickets to resolve CRM technical issues; follow-up and ensure tickets are closed up on a timely basis
- Work closely with IT during CRM failures to restore the system
- Support with the implementation of new processes and procedures Compliance
- Ensure the business is compliant at all time with legal, data protection and company policies
- Identify and act on fraudulent customer profiles Quality Audits
- Conduct data quality audits and provide feedback to internal teams to ensure low error rates Reporting
- Create and publish daily, weekly, monthly and yearly reports Other
- Support other ad-hoc activities as required This is a full-time position. The role requires commitment, self-motivation, accountability and strong attention to detail to achieve the above objectives, acknowledging that occasionally out of normal office hours work will be required in order to fulfil the duties of the Operations/CRM Analyst.

- Bachelor’s degree in Mathematics, Finance, Economics or other quantitative subjects (must have a completed degree and should not be a university student)
- Ability to handle and manage and interpret large volumes of data (previous experience is a plus)
- Good knowledge of Excel and/or Google Sheets; sufficient knowledge of Word and PowerPoint
- Intermediate level of written and verbal communication skills in English
- Strong attention to detail
- High sense of accountability and proactive
- Analytical and creative mindset; strong problem-solving skills
- Result driven, well organised and self-motivated
- Comfortable in meeting deadlines in a fast-paced work environment
- Fast learner
- Team player; eager to learn and share knowledge with the team
- Ability to work in a multi-cultural team located in different geographies