CRM Systems Administrator
The role of CRM Systems Administrator is to ensure the smooth running of the company CRM system (Zendesk) and to optimise performance for different regions and brands. Including the upkeep of the Help Centre and Chat Bots.
The primary focus of this role is to take responsibility for the maintenance and upkeep of (Zendesk) across all brands, this includes looking for new opportunities to utilise (Zendesk) in BV Group to improve systems for Operational/ Customer facing departments.
Key Responsibilities
- Identifying opportunities to improve, by utilising available Apps and integrations.
- Manage the set-up of the CRM tool for new brands/regions and languages.
- Set up reports for all areas of the business allowing accurate and effective reporting.
- Identifying training needs and making recommendations to the management team or carrying out the training themselves.
- Liaising with the business departments to gather information and improve systems and procedures.
- Think of new initiatives to improve the set up and implement new initiatives where appropriate.
- Design and implement reporting systems to measure performance of agents and teams and departments.
- Training and development of the CRM systems across all teams
- Responsible for GDPR being observed and steps being implemented to prevent breaches of data privacy.
- Setting up new brands and arranging relevant teams to work together to deliver the required requirements in a timely manner.
- Continual review and updating of the site Help Centre, ensuring all information is kept up to date, by liaising with the required departments.
- Maintenance/Upkeep and the system chat bots, to ensure a smooth journey for player contacts and increase deflection to live agents.
- Implementation of any new CRM system approved by the Business.
Key Working Relationships:
- Director of Operations
- Head of Customer Service
- Safer Gambling/Account Security Management
- All Operations Teams – KYC/CS
- Business Intelligence Team
- IT development teams
- B2B Teams
Skills, Experience & Qualifications
- Excellent communication skills.
- Ability to work autonomously and implement new initiatives.
- Knowledge of delivery of coaching, training, and motivation of team.
- Ability to work under pressure.
- Problem analysis and solving.
- Meticulous attention to detail
- Knowledge of standard IT systems
- A flexible approach to working hours, as per business needs.
- Ability to change and adapt working practises to suit the needs of an evolving company.
- Good understanding of customer service terminology and business KPI’s etc
- Excellent understanding of and set up of all features available within the product.
- Experience of leading and delivering projects
Working Hours
- 40 Hours per week to suit the needs of the business.
- Will include weekend and evening work also coverage of major business events, such as Grand National/World cups.