Customer Relationship Management Specialist

About the role

The Customer Relationship Management Specialist will support SMARTEC ELECTRONICS LTD in building and maintaining strong relationships with dealers, retailers and key accounts across Uganda. The role focuses on implementing CRM strategies, handling customer inquiries, and providing sales‑and‑marketing support through the CRM system.

Key responsibilities

• Assist in developing and executing CRM strategies to nurture long‑term dealer and retailer relationships.
• Maintain accurate customer records in the CRM platform (e.g., Odoo, Salesforce) and ensure proper segmentation.
• Serve as primary contact for customer inquiries on electronic appliances, responding promptly and professionally.
• Engage proactively with dealers and retailers to understand needs, address concerns and strengthen partnerships.
• Capture and manage leads, support campaign segmentation, and track campaign performance.
• Generate regular reports on customer interactions, sales performance and CRM effectiveness, providing actionable insights.
• Monitor the sales pipeline, ensuring opportunities are up‑to‑date in the CRM system.
• Collect and relay customer feedback, work with support teams to resolve issues, and monitor satisfaction through surveys.
• Maintain the CRM system, collaborate with IT for improvements and implement best practices.

Required profile

• Mid‑level professional with at least 36 months of experience in CRM, sales support or related functions.

Required skills

• Proficiency with CRM platforms such as Odoo or Salesforce.