Description
Our UK Based client specialises in communication skills training for individuals and organizations. Their mission is to empower people to communicate more authentically, kindly, and effectively, enhancing their interpersonal connections and overall life quality. Their courses are tailored to help individuals develop skills in areas such as effective communication, accent softening, public speaking, interview techniques, presentation skills, and mastering the British accent. They’re looking for a passionate Operations and CRM Executive to join their dynamic team.
This is a remote position open to those living anywhere in South Africa.
Main Purpose of the Job
- The Operations and CRM Executive will oversee the management of the CRM system, ensure the accuracy of reporting, and support our client services and operational workflows, with a particular focus on HubSpot CRM, data, and client lifecycle management.
- You will work closely with the Client Success, Marketing and Operations teams to streamline processes and ensure operational efficiency.
- Our client requires you to be the in-house expert for HubSpot, CRM, Acuity and their software systems from a reporting and marketing perspective so they can deliver outstanding services to their clients, ensure visibility and enable strategy.
Duties & Responsibilities
Operational Support
- Coach Performance Management: Monitor coach performance, track course completion purchases, repeat sales, and conversion rates from taster sessions to full courses.
- Acuity Scheduling Management: Manage coach availability, and price changes, and assist with schedule updates.
- Operational Project Support: Assist with operational changes, such as updating post-taster incentives, and supporting new initiatives.
- Team Coordination: Facilitate operations meetings, maintain the ops tracker status list, and manage office operations.
- Customer Service Flow Management: Gain full knowledge of B2C operational and customer service workflows, providing coverage for the Client & Operations Executive when needed
HubSpot (CRM) Management:
- Administer and manage our HubSpot platform, ensuring accurate data integration between CRM and sales platforms.
- Implement processes for client segmentation, lead nurturing, and optimization of operational workflows.
- Hubspot workflows – manage marketing automation workflows, email marketing campaigns, and lead nurturing sequences.
- Hubspot leadscoring: Oversee lead scoring and segmentation to optimise marketing efforts and drive conversions.
- Hubspot management: Develop and refine lead generation and nurturing strategies using HubSpot automation workflows.
Data Analysis & Reporting:
- Regularly report on sales, client engagement, and performance metrics across all operational activities using HubSpot.
- Build and maintain dashboards to track KPIs and provide actionable insights to improve the customer experience and retention.
- Conduct A/B testing and analyze customer interactions across various touchpoints to improve client conversion and satisfaction.
- Generate weekly sales reports, resolve database anomalies, and ensure clean, accurate data for CSMs and coaches.
- Maintain chatbot workflows and ensure the HubSpot CRM operates efficiently with regular updates and monthly checks
Skills, Experience & Requirements
- Minimum of 2 years of experience in CRM management, on HubSpot
- Bachelor’s degree in Business Administration, Marketing, Data Analytics, or a related field
- Proficiency in CRM administration, marketing automation, lead scoring, and workflow management.
- Experience with Acuity Scheduling is a plus
- Strong data analysis and reporting skills, including experience with building dashboards and conducting A/B testing
- Highly organized with excellent project management capabilities and the ability to handle multiple tasks and projects simultaneously
- Excellent communication skills, with the ability to collaborate effectively with cross-functional teams and explain data insights clearly
- Self-motivated, detail-oriented, and proactive with a positive, “can-do” attitude.
- Strong alignment with our values of positivity, excellence, and collaboration
Load Shedding
Applicants must be able to ensure they can maintain internet and power during office hours.