Career at item –

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The CRM & Sales Automation Specialist is responsible for developing and optimizing CRM processes that improve sales follow-up, customer engagement, and revenue growth. This role will build automated customer journeys, sales campaigns, and follow-up workflows that help the Sales team nurture leads, maintain customer relationships, and identify opportunities for upselling and cross-selling.

The ideal candidate has strong CRM experience combined with a solid understanding of sales processes, customer behavior, and the sales funnel. A marketing background is a plus.

Job Duties

• Create campaigns in Dynamics CRM to upsell and cross-sell different solutions, including automated follow-ups and built-in customer journeys.
• Build and manage automated customer journeys within the CRM system.
• Develop automated sales follow-up processes for leads, prospects, opportunities, and existing customers.
• Create CRM campaigns that support lead nurturing, customer retention, re-engagement, upselling, and cross-selling.
• Build customer segments based on sales activity, purchase history, product interest, customer behavior, and other criteria.
• Create triggers and workflows that initiate follow-up activities based on customer actions or stages in the sales process.
• Develop communication channels and touchpoints throughout the customer journey.
• Partner with Sales to identify opportunities to improve and automate the sales process.
• Create strategies to ensure leads and customer opportunities receive consistent and timely follow-up.
• Develop upsell and cross-sell journeys based on customer needs, previous purchases, and product relationships.
• Identify opportunities to reduce manual sales activities through CRM automation.
• Monitor CRM campaigns, journeys, and sales activity to identify opportunities for improvement.
• Maintain CRM data quality and support effective CRM adoption across the Sales team.

Requirements

• Bachelor's degree in Business, Sales, Marketing, or related field preferred.
• 3+ years of experience with CRM systems, sales operations, sales automation, or a related field.
• Knowledge of Dynamics preferred.
• Strong understanding of the sales funnel, lead management, customer lifecycle, and sales follow-up processes.
• Hands-on experience building CRM workflows, automated follow-ups, customer journeys, campaigns, triggers, and customer segments.
• Experience developing upsell, cross-sell, lead nurturing, and customer re-engagement strategies.
• Ability to translate sales needs into effective CRM processes and automation.