CRM within Ibec supports multiple divisions and departments to provide services, engagements and communications to members, customers and stakeholders.
The role will support the Senior CRM Executive in the maintenance of our CRM platform Microsoft Dynamics to a specific standard, to deal with member, customer and stakeholder queries, manage the system administration, data quality, web access provision, customer automation design and to be a point of contact internally to support member administration where required. The Executive will also support the implementation of Ibec’s strategy, with a cross-divisional focus with our Sales, Marketing, MIS and IT departments and report directly to Head of Customer Experience.
CRM Executive
Ibec Dublin, Hybrid
Full-time
Permanent employee
JOB DETAILS
ABOUT THE ROLE
Database management
NOTE: This list is not exhaustive but serves to reflect the nature of the duties included in the role. Given the nature of the organisation and the need to respond to members’ needs on an ongoing basis, the role is subject to change over time.
- Assist the Senior CRM Executive in managing the customer database to agreed metrics
- Assist the Senior CRM Executive in defining and achieving on CRM goals
- Conduct monthly data quality reviews
- Collaborate across the organisation to support the ongoing data management requirements. Manage daily queries relating to customer updates
- Support the development of customer automation journeys across different Ibec products in conjunction with product owners and associated stakeholders
- Building and maintaining relationships internally to support data quality and processes
- Use the database to provide segmented communications for internal stakeholders
- Assist in building and maintain reporting, dashboarding and workflow requirements to support internal teams and understand member experience
- Work collaboratively to define and create the organisational KPI reporting requirements
- Assist in tracking and reporting on key customer metrics to improve account management interactions and increase customer satisfaction
- Training internal users on data governance best practices, processes and reporting
- Assist in the development and leading innovative reporting initiatives that enable the business
- Work collaboratively across the organisation on initiatives and projects
- Understand and develop Ibec’s CRM platform to leverage the full power of the technology suite
- Work with the CRM team curate existing and develop new Standard Operating Principles covering Ibec’s data management, cleansing, transformation and modelling principles to enhance the overall processes
- Driving various initiatives as and when required
- Be an active member of the team
- Carry out other duties as identified and agreed with Head of Customer Experience that are in keeping with the overall purpose of the position
- Have a curiosity and understanding of AI (Google Gemini, Microsoft Co-Pilot)
- A knowledge of Business Central would be an advantage
NOTE: This list is not exhaustive but serves to reflect the nature of the duties included in the role. Given the nature of the organisation and the need to respond to members’ needs on an ongoing basis, the role is subject to change over time.
ABOUT YOU
Qualifications, skills and experience
- Hold a third level qualification in a relevant business discipline; additional relevant experience would be an advantage
- Experience working with Microsoft Dynamics with AI and Power Apps experience an advantage
- Experience working with marketing automation software with ClickDimensions experience an advantage
- Excellent IT skills especially Excel, Power BI and database management
- Experience with data analytics, systems integration and related processes
- Strong ability to multitask and work to and meet tight deadlines
- Project management and time management skills
- Very high level administrative, organisational skills and attention to detail
- Demonstrates ability to use initiative and judgement in the role
- Experience of working in a diverse and demanding environment
- Collaborating with member service environment
- Working in a small team environment
- Microsoft Dynamics certification or accreditation would be desirable
- Commercial awareness and an understanding of Sales and Marketing metrics would be desirable
- Good organisational, creativity and interpersonal skills
- Strong communication skills and positive attitude
- Confident, professional and friendly demeanour
- Flexible approach to work
- Team player
- Process orientated
Why us?
Ibec Core Competencies
Bias towards action
Bias towards action
- Collaborative - work together as 'one Ibec'.
- Dynamic - approach initiatives with careful planning, energy, drive, and resilience.
- Decisive - make clear, well-informed decisions.
- Agile and Adaptive - embrace change and be adaptive to members' needs and in ambitious situations.
- Creative and Innovative - not afraid of dynamic thinking in finding solutions.
- Curious and Critical Thinking - open minded and proactive in gathering data in developing opinions.
- Ambitious - driven and can take responsible risks.
- Accountable - committed to highest standards and takes ownership of actions.
- Continuous Improvement - proactive on personal and professional development
About us
Working in Ibec
Join Ibec and further your career.
Working in Ibec means you are part of an overall effort to deliver on a vision for Ireland to be a balanced, growing and prosperous society. We look to the workplace of the future with the changing needs of our members as well as our workforce to create a dynamic and exciting working environment.
We hire people from many backgrounds who are highly knowledgeable, engaging, professional and, most importantly, passionate about business.
Join Ibec and further your career.
Working in Ibec means you are part of an overall effort to deliver on a vision for Ireland to be a balanced, growing and prosperous society. We look to the workplace of the future with the changing needs of our members as well as our workforce to create a dynamic and exciting working environment.
We hire people from many backgrounds who are highly knowledgeable, engaging, professional and, most importantly, passionate about business.