CRM & Business Process Optimization Specialist

  • Athens, Greece

CRM & Business Process Optimization Specialist

Job description

REBORRN is a digital consultancy based in London & in Athens. We are a fast growing hybrid of consultants & makers whose mission is to challenge how a modern consultancy should look like in the Digital Economy. We provide business & product consulting to visionary companies like Google, Coca Cola CEE, Alpha Bank, G4S SEE and L’OREAL with expertise in Management Consulting, Digital Transformation, Advanced Analytics, Digital Products and People Operations.

Reborrn, on behalf of its client, is looking for a CRM & Business Process Optimization Specialist, whose role will be to help the organization successfully maintain and optimize a Customer Relationship Management process that spans from the initial Lead to the renewal of the contract.

Over the past 2 years, we helped our client digitally transform their organization by changing their processes, replacing legacy software with modern, cloud CRM and workflow management tools, and optimizing their customer experience.

Now it’s time that we place a full-time CRM & Business Process Optimization Specialist as part of the client team who will continue our work, maintain, optimize the platforms and help the client further grow.

What your day to day will look like

You will be working in a vibrant environment, so expect intensity and fast change of priorities from time to time. It’s definitely not your comfort zone, but you will never get bored. Here are the areas you'll be mainly involved:

  • Mapping & Design of Processes through Zoho CRM, Zoho Desk, and other workflow management tools (10%) Your goal is to make everything better and easier for the end-users (employees & end customers). You will constantly need to get feedback from the stakeholders and make all processes better. This involves updating and optimizing our existing CRM setup, trying out different tools, creating better workflows. Whatever it takes to make it better.
  • Platforms Customization & Implementation (30-40%) Strategy is nothing without proper execution. That's why you will be responsible to setup & customize the platforms we use (from CRM and email automation to payment systems) or work with IT and development teams where needed. You'll also need to make sure that employees follow the process and enforce compliance where needed.
  • Support (20-30%) Sometimes things break. You are the go-to person when something is not working properly. After receiving & evaluating a support request you can either fix what's broken, improve the process or manage the team that is responsible for providing a solution.
  • Training (10-20%) Most digital transformation projects fail not because of bad technology systems but due to failure to effectively communicate the changes, train people, and support them along the way. You will organize and deliver training sessions to teams across the organization, coach employees on a one-to-one basis, and be an ambassador for change.

Job requirements

Who are you.

You have 1-3 years of experience in Email Marketing, Marketing Automation, Customer Relationship Management, or Business Optimization roles. What’s different about you is that you see the big picture. You are a full life-cycle CRM Specialist and you can understand from the best practices of setting up an HTML newsletter and segmenting a list, to setting up a proper ticketing procedure to automate the handling of customer requests.

You could setup a campaign in a Marketing Automation platform or create a workflow in a CRM system with your eyes closed. You have working experience in the Zoho Platforms (Zoho CRM, Zoho Desk, Zoho Campaigns, etc). This is a huge plus! If not, we expect you to be experienced with similar platforms like Salesforce, MS Dynamics, Mailchimp, Intercom, Freshdesk or similar.

You are tech-savvy, and you constantly search how technology and new tools can make your life easier. You have some understanding of HTML / CSS / JS code so you know how to setup tracking tags on a website or judge if the markup of an HTML newsletter can be properly used in a Marketing Automation platform.

You are a fast learner and you have a "can do anything" attitude. Seeking feedback is as important as breathing for you and you believe that mistakes are excellent learning opportunities. You can convey a message in a clear and simple way. You are naturally structured and disciplined.

You are curious by design and proactive! Definitely a team player so for you company>team>self.

You live in Athens, Greece and Greek is your native language, since the role requires working on premises with the team where internal communications are held in Greek as well as the communications (campaigns) directed to Greek customers.

Benefits :

  • A competitive package, ranging from 22.000 - 27.000 EUR Yearly Gross, depending on skills and experience
  • Private medical health insurance
  • Mobile Phone Plan
  • Access to local and global knowledge resources & training
  • Great work environment

Sounds interesting? Let’s talk