CRM SpecialistJob Description, Salary, Career Path, and Trends

A customer relationship management (CRM) specialist manages the technology of a company to improve marketing. Their responsibility is to maximize the efficiency of the CRM data and software to improve customer care. They are the liaison between employees and the CRM software. The role of a CRM specialist affects sales, customer service, and brand image. To successfully find ways to optimize complex CRM software programs to market effectively to current and potential customers, CRM specialists must have great analytical skills, solid communication and organizational skills, and be good collaborators. 

 A high level of proficiency in using CRM software is a necessity. Interpersonal skills must be sharp as a CRM specialist works closely with the marketing and sales teams, as well as management and customers. Managing CRM data requires strict attention to detail. CRM specialists must also have good problem-solving abilities.

Sample job description #1

This position will oversee and execute email campaigns, including communications calendar and customer segmentation, Automation campaigns, promotions, events, campaign reporting, and other CRM initiatives as necessary.

Job responsibilities

  • Manage all aspects of outbound and inbound marketing campaigns, including copywriting, automation, setting deployment strategies, developing QA process, and tracking
  • Work with database to segment audience, analyze audience behavior, and improve the quality of the database
  • Conduct A/B testing to drive landing page, lead collection and email performance optimization, and other techniques to optimize user experience, conversion rates, and other important campaign metrics
  • Collaborate with the marketing team to ensure campaigns run optimally
  • Understand and analyze digital marketing KPIs, develop scorecards and report on results to management team and other stakeholders. Continuously refine marketing tactics based on metric analysis

Necessary skills or experience

  • 4-5 years of experience in digital marketing, B2C specifically entertainment-based preferred
  • Solid campaign management experience and organizational skills including the ability to set and drive requirements across multiple functional areas
  • Self-starter, requiring minimal supervision – ability to “take a project and run with it” is key
  • Strong communication skills and the ability to work with multiple stakeholders to prioritize tasks and projects effectively
  • Experience with HubSpot or similar marketing automation system
  • Experience with Adobe Photoshop, Microsoft Office, Google Analytics, Google AdWords, and other digital ad platforms
  • Basic knowledge of HTML, particularly email HTML and CSS
  • Knowledge of work management tools like Asana is preferable
  • Bachelor’s degree

Sample job description #2

The CRM Specialist will support the CRM Manager and be responsible for the day-to-day execution of marketing campaigns, as well as data collection and list segmentation using the company platform. This role requires a strong understanding of digital marketing best practices and the ability to effectively contribute to digital communication strategies through innovative creative design, setup and delivery, targeting, segmentation and personalization, end-to-end testing, analysis, and optimization.

Essential duties and responsibilities

  • Design, build and refine workflows using the company platform inclusive of Email Studio, Journey Builder, Advertising Studio and Web Studio that support internal and external digital campaigns and ongoing requests from the business
  • Create, deploy and maintain landing pages that promote new programs, advertised assets, product lines and other digital campaign initiatives
  • Collaborate with cross-functional teams to coordinate featured assets and content
  • Support the tagging of all marketing URLs using Google Analytics for tracking; utilize URL shortening utilities for promotion within digital communications (tinyurl, bit.ly, captix, etc.)
  • Support the implementation of automated journeys for multiple audiences to cultivate relationships and enhance communications with active and inactive prospects and customers
  • Support digital acquisition and data capture strategies, as well as audience list and database management and integrations
  • Work collaboratively to understand business and customer needs and advise on industry best practices and standards related to email marketing
  • Utilize HTML, CSS, SQL and/or AMPscript to develop customized email templates and landing pages that maintain PODS brand and style guidelines

Education and experience requirements

  • Bachelor’s degree required, preferably in marketing, communications or related field
  • 2-4 years of experience in email marketing/digital design with a marketing automation system required
  • Intermediate knowledge of HTML, CSS, SQL and/or AMPscript a plus
  • Knowledge of email marketing best practices and industry best practices
  • Ability to think critically, identify solutions and deliver recommendations based on data and analysis
  • Understanding of concepts/terms such as: ISP, URL, CAN-SPAM Act, deliverability, etc.
  • Proven ability to organize multitude of tasks, projects and information simultaneously
  • Must have excellent communication and organizational skills and work well under pressure in a fast-paced environment with minimum supervision
  • Must be able to work independently and be team-oriented, reliable and dependable
  • Strong initiative, creative thinking, attention to detail and work ethic

Sample job description #3

As such they will lead efforts for the continued education and support of the tool; ensure data integrity; enhance data literacy and safeguard global process adherence as well as assist in resolving system-related issues. The CRM Specialist is the CRM subject-matter expert and as such the ‘go-to person’ for all users within the Industry team.

Key responsibilities

  • Be an advocate for the platform and contribute to knowledge sharing across all the regional teams
  • Be the voice for process and platform improvements with the global process teams
  • Understand and help facilitate role-based access requirements, adhering to a just-right methodology to also protect the data of our customers and partners
  • Ability to assist in trouble shooting of ad hoc issues
  • Escalate reoccurring technical issues to the relevant support teams
  • Organize and hold training sessions on processes for all roles to increase efficiency of usage
  • Lead communication for platform and process changes
  • Drive consistent usage of CRM system and adherence to sales processes
  • Assist in production of supplemental training materials for global and regional use including supporting local language adaptation of information where necessary

Basic qualifications

  • Bachelor’s degree or related work experience.
  • Legal authorization to work in the US is required. We will not sponsor individuals for employment visas, now or in the future, for this job opening.
  • Ability to travel up to 10%

Preferred qualifications

  • Minimum of 3 years’ experience with Dynamics application
  • Certification on Dynamics or Salesforce CRM systems is a plus, but not required
  • Thorough understanding of how systems/data (Anaplan, PowerBI, and SAP) connect with Dynamics data
  • Excellent presentation and communication skills
  • Fluent in English (working language), fluency in other languages a plus (e.g., French, Spanish, Portuguese)

Average salary and compensation

The average salary for a CRM Specialist is $81,200 in the United States. Position salary will vary based on experience, education, company size, industry, and market.

LocationSalary LowSalary High
Phoenix, Arizona$80,750$109,250
Los Angeles, California$91,100 $123,250 
Denver, Colorado$75,900 $102,700 
Washington, DC$92,500 $125,150 
Miami, Florida$75,600 $102,250 
Orlando, Florida$69,700 $94,300
Tampa, Florida$70,400 $95,250 
Atlanta, Georgia$73,850$99,900
Chicago, Illinois$84,900 $114,850 
Boston, Massachusetts$91,800 $124,200 
Minneapolis-St. Paul, Minnesota$73,150 $99,000 
New York City, New York$96,650 $130,750
Philadelphia, Pennsylvania$78,700 $106,450
Dallas, Texas$76,600 $103,650 
Houston, Texas$75,900$102,700 
Seattle, Washington$88,350 $119,550 
National Average$69,000 $93,400

Sample interview questions

  • What is CRM?
  • What are the pros of using CRM?
  • What made you interested in CRM? 
  • Why is it critical for companies to use CRM?
  • How do you understand a buyer’s persona?
  • What are the most important skills a CRM Specialist can possess?
  • What different types of CRM are there?
  • What challenges come along with implementing CRM?
  • What CRM software are you most familiar with?
  • What are the main features of CRM software?
  • What does teamwork look like to you?
  • How can you work with our marketing and sales team to help convert CRM leads into sales?
  • What previous experience do you have with customer service?
  • Tell me about a time you had a hard time implementing a new CRM application. How did you overcome the challenges that came along with it?
  • How do you deal with technical issues that arise within a CRM system?
  • How do you stay up-to-date on different applications or software of CRM?
  • What qualities do you possess that would make you an asset to our company?
  • How do you inform others of the information you gather on customers?
  • Do you consider yourself a leader?
  • How has your school experience helped you succeed in this role?
  • What is your ideal working environment?

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