CRM Dynamics Specialist Role at Peterson Farms Inc – Byron Center, Michigan

OVERVIEW

The CRM Dynamics Specialist is responsible for managing and optimizing the Microsoft Dynamics 365 Customer Engagement platform to ensure accurate customer data and efficient business processes. This role supports marketing automation initiatives, analyzes customer data to provide actionable insights, and collaborates with cross-functional teams to align CRM practices with organizational goals. The specialist configures and customizes CRM components, leverages Power Platform tools for workflow automation and reporting, and promotes best practices to enhance system utilization and user adoption. By driving data integrity, process improvements, and customer engagement strategies, this position plays a critical role in enabling informed decision-making and improving overall business performance.

RESPONSIBILITIES AND RESULTS

• Manage CRM System: Oversee the CRM platform to ensure all customer information is accurate and up to date, enabling seamless business operations.
• Support Marketing Automation: Work closely with the marketing team to implement effective email marketing and automation strategies that align with customer data and engagement goals.
• Analyze Customer Use analytical skills to interpret CRM data, providing actionable insights that guide business decisions and improve customer experience. Use dashboards, reports, and views within Dynamics 365 CRM to support analysis.
• Optimize Business Processes: Evaluate current CRM-related workflows and recommend process changes to streamline business processes and enhance organizational efficiency.
• Monitor and Report Performance: Track CRM metrics and report on customer engagement, retention, and satisfaction, offering insights into continuous improvement.
• Collaborate with Stakeholders: Work with various teams, including sales, marketing, and customer support, to align CRM practices with overall business goals.
• Implement CRM Best Practices: Ensure CRM activities follow best practices, improving system utilization, data integrity, and user adoption across the organization.
• Support Training and Development: Provide CRM training and resources to team members, enhancing their ability to leverage the CRM system for customer engagement and retention.
• Configure and Customize CRM: Support the configuration of Microsoft Dynamics 365 Customer Engagement (CRM) components such as entities, fields, views, forms, dashboards, and security roles to ensure the system aligns with business needs.
• Leverage Power Platform Tools: Utilize Power Automate for basic workflow automation, data updates, and approval processes; maintain CRM dashboards and report using built-in charts or Power BI where applicable.
• Tradeshow & Event Coordination: Partner with sales and marketing teams to support tradeshow planning and execution, including customer list management, lead capture workflows, post-show follow-up processes, and CRM data integration to ensure leads are tracked and nurtured effectively.
• Sales Enablement & CRM Alignment for Events: Ensure tradeshow and event leads are properly routed within Microsoft Dynamics 365 Customer Engagement (CRM), supporting sales visibility, opportunity tracking, and performance reporting tied to events and customer touchpoints.

QUALIFICATIONS

Education:

• Bachelor’s Degree in a relevant field preferred.

Required Tools:

• CRM platforms: Proficiency in platforms, in particular Microsoft Dynamics 365 Customer Engagement (CRM).
• Marketing Automation Tools: Experience with email marketing and marketing automation platforms that integrate with CRM systems.
• Analytical Tools: Familiarity with data analysis and reporting tools to track CRM performance and customer insights.
• Collaboration Software: Experience with project management and collaboration tools like Asana or Trello.

Required Skills:

• Technical and Analytical Abilities: Expertise in CRM platforms including Microsoft Dynamics 365 Customer Engagement (CRM), with strong analytical skills for interpreting customer data and identifying trends.
• Organizational Skills: Excellent organizational skills, capable of managing multiple tasks and coordinating with various stakeholders.
• Problem-Solving Skills: Strong problem-solving abilities, particularly in adapting CRM processes to meet evolving business needs.
• Communication Skills: Effective interpersonal skills, able to work collaboratively with cross-functional teams and articulate CRM insights and strategies.
• Data-Driven Decision Making: Ability to provide data-driven recommendations to support business decisions and improve the customer’s journey.

Preferred Skills:

• Knowledge of Customer Success Strategies: Familiarity with customer success principles to improve retention and satisfaction.
• Experience with Business Process Improvement: Experience in identifying and implementing process changes that increase efficiency.
• Background in Email Marketing: Understanding of email marketing strategies and customer segmentation to support personalized communication.
• Tradeshow & Event Support Experience: Experience supporting tradeshow or event-related data workflows, lead management, or post-event sales reporting.

Supervisory Responsibilities

• None

BEHAVIORAL REQUIREMENTS

As part of a team-based work environment, we must be able to demonstrate the following Job Competencies:

Job Competencies

• Team Orientation – Shows skill and ease at working in groups; works with others to achieve better results and forges close working relationships and alliances to get things done; is quick to cooperate versus expect others to bend to his/her wishes; supports joint ownership and shared recognition for results; recognizes advantages of group participation in planning and problem solving.
• Develops Technical Competence – Seeks to stay abreast of new developments in core competencies and learn enough about related fields to apply knowledge effectively in business; enjoys learning and is intellectually curious; has strong desire to continuously improve knowledge, skills, and abilities; sees learning and knowledge as keys to building skills and abilities essential to job and career success.
• Attention to Detail – Committed to exactness and precision in task completion; identifies, pays attention to, and works to understand details; thorough and consistent in following up at detail level; seeks to become expert in disciplines related to adopted career path to ensure quality and precision in work; takes pride in knowledge base and level of expertise.
• Takes Personal Responsibility in Individual Contributor Role – Demonstrates attitude and commitment to take personal responsibility for results, even when in team environment with no authority over others; will step up to fill gaps so results can be assured; avoids excuses as explanations or defending/justifying negative but preventable outcomes.
• Practical Intelligence – Absorbs new information quickly and is comfortable dealing with abstract concepts and relationships; relates new information to previously acquired knowledge to expand and refine frame of reference; enjoys learning and expanding breadth and depth of understanding on variety of subjects.
• Reliability/Dependability – Responds to internal customer needs, questions, and concerns in accurate and timely manner. Follows through on commitments, assignments, and tasks; is at work when scheduled; takes timely breaks/lunches; uses work time wisely.
• Safety Awareness – Demonstrates use of safe and proper work methods and follows established safety procedures. Reports and corrects working conditions that may increase risk factors for injury.
• Good Manufacturing Practices/Food Safety – Demonstrates Good Manufacturing Practices and proper Food Safety procedures when performing daily job functions. Correctly wears required Personal Protective Equipment (PPE) in designated areas. Recognizes areas for GMP and Food Safety procedure improvements and shares ideas with leadership.
• Respects Diversity – Respects the Company’s diverse workforce and behaves in a manner that does not cause harm to others based on age, race, ethnicity, gender, sexual orientation or religious believes.
• Adaptability – Has ability to focus on the benefits of change and see it as positive; approaches change or newness in constructive, objective manner, views change as learning opportunity; able to deal with frequent change, delays, or unexpected events.
• Positive Working Relationships – Listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things; shares information and knowledge; demonstrates a high level of integrity and honesty.
• Focus – Maintains focus on tasks and does not stray from job assignments.

ENVIRONMENT/PHYSICAL DEMANDS

• Noise level in work environment is moderate, Standard office setting.
• Eye, hearing, hair nets, bump hats, lab coats may be required.

DISCLAIMER

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. Reasonable accommodation may be made to enable persons with disabilities the ability to perform the essential responsibilities and results.