The Customer Management System Process Driver will collaborate with Sales and Marketing to analyse and improve the Customer Management process and tools. The system process driver contributes to the digitisation effort of Sales & Marketing to meet agreed-on objectives. He/she must work effectively with his/her IT peer to set technology priorities and conduct long-term planning. In short, the task of the CRM process driver is to suggest innovation to the Marketing and Sales and bring it to the next level.
Key responsibilities:
– Manages projects in coordination with the IT department to implement new Sales and Marketing systems and processes
– Takes action that is consistent with available facts, constraints and probable consequences. Uses these data to build project plans and ensure adherence to schedule and other specifications
– Recommends and implements CM process improvements, innovative solutions and policy changes
– Coordinates system maintenance, including assisting in the review, testing and implementation of CM systems upgrades or patches. Collaborates with functional and technical staff to coordinate application of upgrade or fix. Maintains CM systems tables and processes. Documents process and results
– Generates reports/queries/dashboards. Assists in development of standard reports for ongoing Sales and Marketing needs. Helps maintain data integrity in systems
– Participates in cross-functional projects and enhancements with other Sales and Marketing related areas
– In collaboration with IT department provides user support, including researching and resolving CM tools problems, unexpected results or process flaws
– In collaboration with IT department provides change requests prioritization, makes the change requests validated (budget and timing) as per project management process in place and acts as a liaison with CM tools vendors as needed
– Develops and maintains materials, delivers process and systems end user training, support and troubleshooting as needed. Conducts training, including developing user procedures, guidelines and documentation. Trains end user on new processes/CM tools functionality. Trains new system local key users
– Conducts routine audits and validation to ensures accuracy of data, rectify discrepancies and/or missing data
– Identifies opportunities for automation, validation and self-service to improve efficiency and data integrity of Sales and Marketing system processes
– Utilizes interpersonal and customer focus skills when working with various customers and peers
– Maintains awareness of current trends in CM systems with a focus on product and service development, delivery and support, and applying key technologies. Examines trends in information systems training, materials and techniques
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