CRM Data Management Executive

Job description / Role

When you work for us, you commit to a career at one of the largest and most prestigious professional services firms in the world. Looking for a rewarding career? Take a closer look at Deloitte & Touche ME. You'll understand that Deloitte is a Tier 1 Tax advisor in the GCC region since 2010 (according to the International Tax Review World Tax Rankings). It has received numerous awards in the last few years which include Best Employer in the Middle East, best consulting firm, and the Middle East Training & Development Excellence Award by the Institute of Chartered Accountants in England and Wales (ICAEW).

In addition to our opportunities in audit, tax, consulting, and financial advisory, we offer a variety of careers in Internal Client Services (ICS) considered essential to the growth of the Firm. Whether in Human Resources, Finance or PR, a career in ICS with Deloitte & Touche ME will give you the opportunity to join a firm undergoing rapid expansion in a region of fast-paced growth. Your role won't just put your passion for creative solutions to the test, it will provide you with an environment to grow and build a career based on excellence.

Here's one specific opportunity to experience working for ICS.

The role of the CRM Data Management Executive is to maintain and enhance the integrity of Deloitte’s client data within the CRM system and to ensure continued user confidence in the system and its content.
The role will incorporate both daily data maintenance tasks as well as providing user support in campaign management, bespoke reporting, data enhancement, staff training and system improvement considerations.

Key Elements

1. Data Quality

- Data input quality management - reviewing organisation and contact entries and completing gap analysis from input source, via internet and other information sources.
- Identifying data duplication, redundancy and resolving same.
- Data segmentation and enhancement by tagging with the assistance of system categorisation (such as industry groups, Deloitte position, alumni etc)
- Assistance with campaign list generation for corporate events, hospitality, publications and surveys.
- Completeness and accuracy reviews with individuals in the firm’s Partner, Director, Manager, (PDM) group to: - Compare client portfolio to their CRM contacts to identify completeness gaps - Review existing contact set for data gaps (e.g. Title, email address, etc.) - Review existing contact set for accuracy (e.g. Incorrect title) - Review contact set for each client company and identify C-Suite gaps - Update records for individual PDM - Review ‘marketing’ activity at contact level to ensure appropriate in terms of targeting and volume
- Investigating and resolving bounce-back email addresses
- Processing unsubscribes and notifying staff who are connected to those contacts
- Processing from contact deactivation to deletion
- Reassigning contacts following PDM departures

2. Support and Training

- Provide first-line helpdesk support for CRM users
- Presentation at core training programmes (at relevant grades)
- Ad-hoc briefings/training to business unit groups
- Run how to… briefings to show business unit PDMs how to run reports which identify specific groups of contacts for targeting purposes
- Complete One-to-one training (on request)
- Develop and deliver training for new hires at PDM & Support Staff level (within a month of joining)

3. Management Reporting and Added Value Activity

- Data reports as requested by groups/individuals
- Data quality metrics, such as: % of contacts nominated (or not nominated) for marketing activities % of PDMs nominating contacts for marketing activities % Key Account data complete – team, objectives, targets etc % Opportunity data % marketing campaigns to each contact etc
- How to… briefings to show business unit PDMs how to run reports which identify specific groups of contacts for targeting purposes
- Ensure data feeds from other enterprise systems are timely, accurate and fully functional
- Integration of third party data sources: e.g. Dun Bradstreet, CRO, LinkedIn, Kompass etc

4. CRM System Promotion and Development

- Actively promote the functionality of the system amongst business users
- Periodic user-group feedback
- Drive continuous improvement of system so that it continues to meet user group needs and keeps pace with good practice CRM systems

Requirements

Skills and Experience Profile

-The CRM Data Management Executive will have a good track record of experience in an analytical role (ideally 3-5 years), managing client data for a large organisation, ideally in a CRM system or other client data management systems.

-In addition to being highly analytical, the candidate will also have the ability to operate with a commercial perspective, appreciating the importance of using data & insight to support business development and marketing objectives.

-Technically, the candidate needs to possess significant data management system experience, plus a strong understanding of Windows desktop applications, in particular advanced Excel skills.

-These technical skills need to be complimented by equally strong communication skills to ensure any insight and data is understood by individuals and teams across the firm. Also, strong communication skills will be required in order to deliver both one-on-one and group training sessions.

-Marketing and/or Business Development knowledge/experience would be advantageous as the individual will act as the internal expert on data segmentation and analysis techniques to ensure best practice across the firm in leveraging firm data for business development and marketing purposes.

-The candidate should have a strong focus on delivering a high level of service back to users and have an aptitude for close attention to detail. As the individual will spend time responding to user enquiries, they should feel comfortable dealing with people at all levels of the firm and managing expectations accordingly.

The CRM Data Management Executive will be based in the Marketing and Business Development Department and will report to the Business Development Manager.

About the Company

Deloitte is the world's largest and leading professional services firm, providing audit & assurance, consulting, financial advisory, risk advisory and tax and services to public and private clients spanning multiple industries, whether they are in the energy, communications, oil and gas, financial services, family businesses, healthcare, public or education sectors among others.

With a globally connected network of member firms in more than 150 countries and territories, Deloitte brings world-class capabilities and high-quality service to clients, delivering the insights they need to address their most complex business challenges. Deloitte's more than 250,000 professionals are committed to becoming the standard of excellence.

Deloitte & Touche (M.E.) is a member firm of Deloitte globally and is the first Arab professional services firm established in the Middle East region Deloitte & Touche (M.E.) is a member firm of Deloitte Touche Tohmatsu Limited (DTTL) and is a leading professional services firm established in the Middle East region with uninterrupted presence since 1926 with 26 offices in 15 countries to date. What distinguishes Deloitte member firms in the Middle East is the global and regional expertise and know-how offered through specialized and highly knowledgeable talent. Deloitte aims to offer the best services to its clients through a team with more than 3,300 partners, directors and staff in the Middle East which guarantees effective communication with clients and a deeper understanding of their needs. It is a Tier 1 Tax advisor in the GCC region since 2010 (according to the International Tax Review World Tax Rankings). It has also received numerous awards in the last few years which include best employer in the Middle East, best consulting firm, the Middle East Training & Development Excellence Award by the Institute of Chartered Accountants in England and Wales (ICAEW), as well as the best CSR integrated organization.

Deloitte drives progress. Our practices around the Middle East support clients become leaders wherever they choose to compete. We invest in outstanding people of diverse talents and backgrounds and empower them to achieve more than they could elsewhere. Our work combines advice with action and integrity. We believe that when our clients and society are stronger, so are we.

Our Purpose

Deloitte makes an impact that matters. Every day we challenge ourselves to do what matters most-for clients, for our people, and for society. We serve clients distinctively, bringing innovative insights, solving complex challenges and unlocking sustainable growth. We inspire our talented professionals to deliver outstanding value to clients, providing an exceptional career experience and an inclusive and collaborative culture. We contribute to society, building confidence and trust in the markets, upholding the integrity of organizations and supporting our communities.

Our shared values guide the way we behave to make a positive, enduring impact:

• Integrity
• Outstanding value to markets and clients
• Commitment to each other
• Strength from cultural diversity