ARM Life formerly CrystaLife Assurance Plc. is the insurance subsidiary of Asset & Resource Management Company Ltd (ARM). Its parent company, ARM is one of the largest non-bank financial services firms in Nigeria with a focus on asset management. Established in 1994, ARM started operations as a traditional asset management company specialising in the management of quoted equities and fixed income securities. However, over the years, the Firm has taken advantage of opportunities in various sectors of the Nigerian economy and has proven its ability to identify and develop new strategic businesses and integrate these to strengthen its asset management business model. This ability has resulted in the evolution of the Firm into a diversified financial services institution with businesses divided into two distinct parts within which various products and bespoke asset management services are offered to our diverse clients, focusing on Traditional Asset Management and Specialised Funds. ARM currently manages total assets of over N500bn. ARM Life has a strong track record in the group life insurance sector with favourable references across the industry. It is licensed and regulated by the National Insurance Commission of Nigeria (NAICOM) to underwrite Life, Annuity and Health insurance.
Job Summary
- Administers multiple maintenance functions of the web-based CRM (Customer Relationship Management) system with a primary goal of ensuring data integrity Responsible for the quality and consistency of data used to drive ARM sales and marketing efforts across various businesses.
- Objectively evaluates ROI of potential marketing effort based upon criteria set by marketing and customer experience teams Reports to the Head of Marketing daily.
Job Details
- Serve as the in-house CRM specialist
- Plan and deliver CRM strategy with a view of retaining existing customers, improving customer experience, increasing repeat visitation and growing qualified databases, across all ARM businesses
- Manage quality and consistency of data, train users, generate reports and input data to support organization initiatives
- Work across all ARM businesses to maintain timely, accurate and uniform documentation of all records in the CRM system
- Segment and manage customer data for various ARM offerings and set up appropriate funnels and campaigns within CRM software that deliver results for the business
- Set up marketing automation and establish workflows for data capture, always ensuring data integrity.
- Delivery of all CRM activities for the business to meet agreed KPIs – including direct mail, SMS marketing, mobile messaging, loyalty program in line with marketing calendars for the brand.
- Leverage campaign results to run the planning and testing process to continuously drive increased customer interest, conversion, sales, LTV and profitability across segments and channels
- Customize and pull marketing reports from CRM system on a weekly basis with analysis of trends, successes and learnings. Set up live dashboards for campaigns
- Create campaign specific landing pages and web forms on website to support CRM campaigns and capture data.
- Manage partner relationship with CRM vendor companies
- Update and maintain stakeholder records within the CRM system
- Lead regular communicate on the need to ensure clean data for use across all areas of the organization
- Provide timely insights and analytical support to different internal business stakeholders (including sales, marketing and other departments) to support effective business decision-making
Requirements
- 3-5 years of experience in a CRM and/or analytical role (ideal backgrounds include similar CRM administrator role in financial services sector
- Bachelor's Degree in an analytical field (math, economics, engineering, statistics, etc)
- Excellent problem-solving and analytical skills
- Ability to work with large datasets and summarize findings in a clear format
- Experience of actively using and optimizing CRM techniques including segmentation, campaign planning, implementation and evaluation
- Understanding of Google Analytics and HTML
- Combine creative and pragmatic use of insight and data with attention to detail
- Strong mathematical skills to analyze reports including conversion rates, business won and lost and return on investment formulas
- Proven experience successfully managing multiple projects in a fast-paced environment
- Proficiency in Microsoft 365 software products, including ability to quickly learn industry related software
- Experience with statistical packages such as Power BI, SAS, R, SPSS, etc. is a plus
- Experience troubleshooting both hardware and software issues
- A keen eye for detail to be able to identify issues and to deliver solutions for any CRM issues that arise. Drive continuous improvement of all aspects the CRM system.
- Demonstrated ability to convey a sense of urgency, openness to new ideas, inclusion & diversity, integrity, customer focus, and respect
Method of Application
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