CRM Manager

3 days ago

Work from Home, Philippines SolarTech-UK Full time ₱420,000 per year

CRM Manager

Department: Sales & Marketing Operations

Reports To: Line Supervisor

Location: Remote/Hybrid

Role Purpose

The CRM Manager is responsible for the overall governance, administration, and optimisation of SolarTech's CRM systems. This includes ensuring data integrity, SLA compliance, automation performance, reporting accuracy, and seamless integration with Microsoft 365 and BI dashboards.

Key Responsibilities

  1. System Governance & Administration

  2. Own day-to-day management of the CRM platform.

  3. Ensure CRM roles, permissions, and access controls are enforced.
  4. Maintain compliance with data protection, GDPR, and internal audit requirements.
  5. Manage lead assignment logic.
  6. Oversee SLA Violation & Escalation processes with the Team.

2. Data Integrity & Hygiene

  • Conduct monthly audits with supervisors.
  • Ensure all data fields are accurate, complete, and aligned with pipeline stage governance.
  • Prevent duplicates, enforce mandatory fields, and monitor user compliance.
  • Administer Tracking system and ensure fairness and transparency.

3. Issue Management & Escalation

  • Maintain the Issue Log and resolve or escalate issues systematically.
  • Track SLA breaches, late submissions, and automation failures; escalate per SOP.

  • Coordinate with CRM vendors/support to resolve system-level bugs.

  • Reporting & Analytics

  • Prepare weekly performance input (with Team Leader) for Line Managers.

  • Execute monthly performance exports, validate data, and update dashboards.
  • Highlight systemic risks, pipeline health issues, and automation gaps in reports.

5. Automation & Continuous Improvement

  • Monitor and refine CRM automations (lead assignment, reminders, alerts, trackers).
  • Test and deploy new CRM workflows, ensuring minimal downtime.
  • Recommend process improvements based on usage trends and audit outcomes.

6. Collaboration & Support

  • Support the Marketing and Sales Teams with CRM queries, training, and compliance.
  • Provide pre- and post-audit communication to team.
  • Act as key liaison between Sales, IT, and external vendors for CRM-related initiatives.

Key Deliverables

  • Weekly CRM issue summary report.
  • Weekly Performance Report.
  • Monthly CRM audit results and remediation plans.
  • Monthly SAE performance dashboard upload (BI integration).
  • SLA Violation Tracker and Escalation Log updated in real time.

KPIs & Success Metrics

  • % of SLA compliance across sales and marketing pipelines.
  • CRM data hygiene (audit outcomes).
  • Resolution time for CRM issues logged.
  • Accuracy and timeliness of weekly/monthly reports.
  • % of automation processes operating without error.
  • Reduction in repeated escalations or compliance breaches.

Skills & Competencies

  • Strong knowledge of CRM systems.
  • Microsoft 365 expertise.
  • Data governance, GDPR, and compliance awareness.
  • Strong analytical and reporting skills (BI dashboards, Excel, Power BI).
  • Problem-solving and escalation management.
  • Excellent communication and cross-team collaboration.

Qualifications & Experience

  • Proven experience in CRM management, sales operations, or IT systems administration.
  • Track record of implementing CRM workflows and automation.
  • Experience in B2B sales environments.
  • Familiarity with SLA monitoring, audit processes, and performance reporting.

Confidentiality & Compliance

The CRM Manager must comply with SolarTech's confidentiality, governance, and IT security standards. All activity is monitored and subject to audit.

Job Type: Full-time

Pay: Php20, Php35,000.00 per month

Application Question(s):

  • Which CRM platforms have you managed end-to-end?
  • How would you rate your proficiency in Microsoft 365 tool?
  • How would you rate your Excel proficiency?

Work Location: Remote

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