We are looking for a Contact Relationship Management Specialist within the Brand, Marketing & Communications team in our Manila office.
Reporting to the Data, Analytics, Reporting & CRM Manager in Australia, you will be responsible for managing and maintaining the CRM database on a day-to-day basis.
Data cleansing and database hygiene has become critical to Marketing Automation success in todays data-driven economy. Plus, data integrity is the pillar for process stability / efficiency, business decisions and balanced risk assessments.
The ideal candidate should be process-oriented, pay close attention to details, and have analytical thinking skills. Additionally, this role will require in-depth knowledge of internal sales, marketing, and business processes.
The Contact Relationship Management Specialist must be an excellent communicator both written and verbal and they must be comfortable with facilitating contact cleansing data education sessions and training end-users on how to update contacts in our CRM and within our Marketing Automation platform.
The team is looking for a team player who is a natural problem solver, flexible and willing to roll up their sleeves to assist the business where needed.
Your key responsibilities
Perform monthly, quarterly, and annual scheduled clean-up and maintenance of CRM database
Monitor user behaviour to ensure contact information is being entered into CRM correctly
Communicate errors made by users in a friendly, helpful manner and report improper system
usage to senior leadership
Conduct contact data activities, including keeping contact information aligned across multiple platforms, verifying company details, record merges and company / contact research to support sales and marketing processes, in accordance to data privacy policies at EY
Act as an analyst in support of marketing to drive growth through CRM / lifecycle and personalized marketing efforts
Become the point of contact for all change requests, system alterations and triage / resolve data issues on a case-by-case basis leveraging documented processes and guidelines
Assist Martech team members in executing ad-hoc contact requests, provide project planning / coordination support, and participate in business CRM enhancement projects
Develop, implement, and maintain the contact database hygiene dashboard and provide quarterly reports on the status of our database to ensure data decay is kept to a minimum
Document clear processes and procedures and enforce reporting protocols and policies on a regular basis
Skills and attributes for success
4+ years’ experience as a CRM / Data Specialist within a large complex B2B organisation and / or Bachelor’s degree in Information Management
Ability to identify CRM database issues and problems, generate solutions and choose appropriate alternatives using basic root cause analysis
Advanced proficiency using CRM systems, SAP Cloud for Customer preferred
Strong ability to handle large volumes of data cleansing activities
Results orientation, willingness to commit to a direction and drive data cleansing operations to completion
Advanced expertise in Microsoft Power BI (Power Query & M), Excel / Macro development and SharePoint preferred
Ideally, you’ll also have
Knowledge of data governance practices, business and technology issues related to management of enterprise information assets and approaches related to data protection
Ability to derive and present insights from our contact database with a strong focus on maintaining database hygiene
Knowledge of industry leading data quality and data protection management practices