CRM Specialist

Beirut Digital District- Forward Mena

Key Responsibilities

• Configure and maintain CRM entities, user segments, and lifecycle stages relevant to the platform s users (learners, employers, and training providers).
• Define and maintain user lifecycle events and engagement triggers within the CRM system.
• Ensure that CRM data structures support effective tracking of user interactions and engagement activities.
• Maintain data quality and ensure the integrity and consistency of CRM records.

User Engagement and Outreach Support

• Design and manage user engagement workflows and communication campaigns through the CRM platform.
• Support outreach initiatives aimed at increasing platform adoption, participation, and retention.
• Coordinate with program teams to ensure communication activities are aligned with platform initiatives and stakeholder objectives.

Analytics and Reporting

• Monitor user engagement metrics and CRM campaign performance.
• Produce structured reports and insights on user activity, platform participation, and engagement trends.
• Identify patterns in user behavior that may inform product improvements or outreach strategies.

Coordination with Product and Platform Teams

• Work closely with the Product Specialist and platform development partners to ensure relevant user events and tracking mechanisms are implemented within the platform.
• Validate that CRM data collection aligns with platform features and engagement objectives.
• Support the integration of new platform features into CRM engagement and tracking mechanisms.

Continuous Improvement of Engagement Processes

• Identify opportunities to improve user communication strategies and engagement workflows.
• Contribute to the refinement of CRM segmentation and outreach approaches based on platform usage data.