CRM Manager

Mô tả công việc

 CRM roll-out • Plan and Roll out CRM Case Management, CRM Pro and CRM Retail in the country involving all relevant stakeholders • Ensure all required functional users are trained and have the roles assigned as agreed with the country & BU stakeholders • Work closely with the BU Commercial Operations manager in conducting the UAT and managing the Go Live  CRM usage • Ensure the data entry of every account via the process in CRM – via single creation from the business and doing bulks uploads • Ensure every account and project is introduced as a lead by the sales and has the accounts linked to them as involved parties • Ensure all mandatory data is fed in the accounts and projects as per guideline from BU Commercial Excellence • Ensure the usage of CRM Case Management regionally from all the countries • Liaise with the BU Commercial Operations manager in highlighting system issues and raising approved regional change requests  CRM adoption • Understand all globally defined processes and current local processes in sales and complaints/enquiries • Continuously assess improvements required to make CRMs user friendly within the scope of defined global processes • Define useful dashboards/reports/data input/output to enhance adoption • Own operational part of Sales Huddle, Customer Data, MOP collection etc that’s critical to drive customer centric approach via CRM  CRM operations • Work closely with the relevant leads to ensure regular usage of all CRM for projects and case management • Have monthly calls on reports and user adoption • Address issue resolutions with BU and country teams on a monthly basis • Plan and conduct CRM training when required  Continuous improvement • Co-create the CRM Roadmap – gather input for the region (new content, capabilities, process changes if any etc.), consolidate in building blocks and work with the BU & Global Product Owner to ensure enhanced levels of adoption and addressing needs of users across the market within the defined global mandate

Yêu cầu công việc

• Bachelor degree – preferably in Business Management, or similar with 6-8 years of experience in managing BPOs, Process Management and Master Data • Strong understanding of Business Process Management, Project Management and Sales Application change management • Work experience across multiple countries with cross-cultural exposure will be an advantage. • Superior Microsoft Office skills (PowerPoint, Word and Excel) and strong knowledge of ERP (SAP) and agile web/cloud-based program functional aspects • Must be a self-starter, highly organized with good project management skills; ability to multi-task effectively with cross functional teams and meet deadlines. • English skills (written and verbal communication skills) and strong interpersonal and influencing skills.

Quyền lợi

Attractive bonus , Premium healthcare for employee and family , Training opportunity

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