Position Overview
The CRM Specialist will support the growth and effective engagement of users on the nammiskills digital platform by configuring and managing the platform’s CRM environment, defining user lifecycle engagement mechanisms, and producing data-driven insights to support platform adoption.
The role requires a structured approach to managing user data, engagement workflows, and analytics. The CRM Specialist will ensure that the platform’s CRM system is properly configured to track key user interactions, support targeted communication initiatives, and generate insights that inform product and program decisions.
The CRM Specialist will work closely with the Product Specialist, program stakeholders, and technical partners to ensure that user engagement mechanisms and data tracking capabilities are aligned with platform features and objectives.
Key Responsibilities
• CRM Configuration and Data Management
• Configure and maintain CRM entities, user segments, and lifecycle stages relevant to the platform’s users (learners, employers, and training providers).
• Define and maintain user lifecycle events and engagement triggers within the CRM system.
• Ensure that CRM data structures support effective tracking of user interactions and engagement activities.
• Maintain data quality and ensure the integrity and consistency of CRM records.
• User Engagement and Outreach Support
• Design and manage user engagement workflows and communication campaigns through the CRM platform.
• Support outreach initiatives aimed at increasing platform adoption, participation, and retention.
• Coordinate with program teams to ensure communication activities are aligned with platform initiatives and stakeholder objectives.
• Analytics and Reporting
• Monitor user engagement metrics and CRM campaign performance.
• Produce structured reports and insights on user activity, platform participation, and engagement trends.
• Identify patterns in user behavior that may inform product improvements or outreach strategies.
• Coordination with Product and Platform Teams
• Work closely with the Product Specialist and platform development partners to ensure relevant user events and tracking mechanisms are implemented within the platform.
• Validate that CRM data collection aligns with platform features and engagement objectives.
• Support the integration of new platform features into CRM engagement and tracking mechanisms.
• Continuous Improvement of Engagement Processes
• Identify opportunities to improve user communication strategies and engagement workflows.
• Contribute to the refinement of CRM segmentation and outreach approaches based on platform usage data.
Qualifications
• 3–5 years of professional experience in CRM management, customer engagement, marketing operations, or related roles.
• Demonstrated experience working with a CRM system (e.g., HubSpot, Salesforce, Zoho, or equivalent platforms).
• Experience configuring CRM entities, user segments, workflows, and engagement triggers.
• Strong analytical skills and ability to interpret user engagement data and campaign performance metrics.
• Strong organizational and communication skills.
Preferred:
• Experience working with digital platforms or online services.
• Familiarity with user analytics tools and reporting dashboards.
• Experience supporting user engagement initiatives in digital programs or communities.
Key Competencies
• Strong analytical and data interpretation skills
• Structured and detail-oriented approach to CRM management
• Ability to design effective engagement workflows
• Strong collaboration and communication skills
• Ability to translate data insights into actionable recommendations