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CRM Expert

Full Time
Colombo, Sri Lanka
Posted 3 weeks ago


  • Establishing workflows and standards or entering data in the CRM.
  • Identifying standard and customer specific data points to be configured in Creatio CRM
  • Working with client in order to identify ways to improve usage of the CRM through automating basic everyday tasks
  • Customizing and pulling marketing reports and configure dashboards using Creatio CRM
  • Analysing the marketing reports to determine what kind of customer trends the business should respond to
  • Writing training manuals and teaching staff on how to use Creatio CRM platform
  • Troubleshooting user or software errors that inhibit the efficiency of the interaction between people and technology
  • Meeting with business users to help them analyse business trends
  • Validate CRM implementations / configurations carried out by implementation team prior to Business user / client testing
  • Document / baseline and update best practices in standard CRM related business functionalities
  • Identify and recommend domain specific CRM best practices during implementations


  • Expertise in using one or many CRM platforms
  • Ability to help figure out how to better integrate the CRM with internal legacy platforms
  • The skill to resolve technical CRM issues, including responding to customization requests
  • Organizational skills, which help the CRM Marketing Specialist juggle competing demands from marketing, sales, customers, and management
  • Collaboration and patience to serve as the bridge between marketing and sales
  • Strong writing skills to communicate with internal partners or even to write technical training manuals for end users
  • Public speaking skills that allow them to train others on CRM software
  • Attention to detail, to manage the integrity of the CRM data
  • Ability to discern meaning from patterns and spot trends from data
  • Good problem-solving abilities and excellent communication
  • Strong skills in Microsoft office suite and remote working platforms such as MS Teams, Zoom etc.

General Responsibilities

Flexibility: The post holder may be required to work at any of the Mitra sites in line with service & operational needs. The post holder may be required to undertake such other duties temporarily, or on a continuing basis as may be required commensurate with this role. This may include periods of time working on client premises and / or internationally.

Confidentiality, Data Protection, Freedom of Information and Computer Misuse: All staff must ensure confidentiality and security of information dealt with in the course of performing their duties. They must comply with and keep up to date with Mitra policies and legislation on confidentiality, data protection, freedom of information and computer misuse. Any matter of a confidential nature, particularly information relating to customers or other members of staff, must not, under any circumstances, be divulged or passed on
to any unauthorized persons. This duty extends after employment ceases.

Communication: All staff should be able to communicate effectively and in line with Mitra style of communications.

Health, Safety, Security and Risk Management: All staff are required to adhere to and act consistently with all relevant health and safety legislation and procedures in order to ensure that their own and the health, safety and security of others is maintained. This will include identifying and reporting all risks to health and safety, security of equipment and property.

Equality and Diversity: Actively promote Mitra’s commitment to equality and diversity by treating all colleagues and customers with dignity and respect.
Mandatory, job related training and personal development: Take a proactive approach to own personal development in order to ensure that skills are aligned to the demands of the role as it evolves and develops to meet the organization’s changing needs.

Data Quality: It is the responsibility of all employees to ensure data is of a high-quality standard, in order to support Mitra in providing a quality service. Data must be accurate, valid, reliable, timely, relevant and complete.

Standards of Business Conduct: It is the responsibility of all employees to conduct all businessin an open, honest and ethical manner. Mitra is committed to acting with integrity in all its dealings and relationships with customers, partners and other organizations

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