Specialist - CRM & Loyalty [Information Technology]

The CRM and Loyalty Solutions Specialist oversees the setup and improvement of Microsoft Dynamics CRM, Salesforce, and Loyalty systems within AKI. This role requires working closely with various business teams to apply CRM technology effectively, aiming to meet business goals, improve customer service, and boost operational efficiency. The specialist will use CRM platform tools to develop custom workflows, rules, reports, and data analyses. By using built-in reporting and analytics features, they ensure that business teams get the necessary information for making smart and effective decisions. An essential part of this role is a deep understanding of all areas related to selling directly to consumers, particularly focusing on e-commerce, retail, distribution, and contact center operations, along with their related systems.

Key Accountabilities:

• Subject Matter Expertise in CRM : Act as a CRM expert in projects related to customer relationship management, including tracking contacts, activities, correspondence, issues, and integrating systems for reporting, email communications, etc.
• Business Process Evaluation: Assess current business processes against the standard Microsoft Dynamics CRM, Salesforce functionality. Translate these into functional requirements and designs, understand business needs, document requirements, and conduct Gap Analysis.
• CRM Implementation and Management: Lead the implementation, maintenance, and development of CRM and related systems to support business goals, enhance operational efficiency, or improve customer support and success.
• Solution Design and Development: Conceptualize and design best-practice solutions leveraging product and industry knowledge. Create, share, and refine detailed functional designs with project team leads and client representatives.
• Communication and Collaboration: Clearly communicate designs to business, development, testing, and training teams. Manage design updates, provide insights into designs, verify test conditions, and assist with User Acceptance Testing and Demonstrations.
• Quality Assurance and Validation: Ensure that the application meets requirements and user expectations and manage defect triage during internal and external testing events.
• Omnichannel Customer Experience: Define, develop, and implement an Omnichannel customer experience strategy using new technologies and customer insights.
• Stakeholder Engagement and Consensus Building: Work with project managers, product managers, and product owners to achieve consensus and signoff on requirements and deliverables.
• Provide Expertise in Integrations and Reporting: Engage in projects that involve integrating CRM with other systems for enhanced reporting and communication capabilities.
• Documentation and Knowledge Management: Writing documentation for integration processes and managing Digital applications data.
• Customer Service and Reporting: Responding to user inquiries and preparing various reports like capacity, backup status, and DR replication status are also included.
• Business Requirement Analysis: The role involves undertaking business requirement analysis, documentation, process mapping, and preparing detailed flowcharts and diagrams.

Experience & Qualification:

• Minimum Qualification: University Degree Or Equivalent Experience.
• Over 6 years of experience in CRM Systems, preferably in Pharmacy, Wellness, e-commerce, retail industries and Trading
• Proficiency in administering and configuring Microsoft Dynamics 365Salesforce is required, with a preference for experience in Microsoft Power Platform.
• Candidates with relevant certifications are preferred.

Skills, Knowledge & Abilities:

• Thorough understanding of Omni-Channel components, including E-Commerce, Mobile Apps, POS, CRM, and Loyalty programs.
• Experience in Direct to Consumer operations, such as retail, e-commerce, and Customer Contact Centers, with a preference for knowledge in order fulfillment processes.
• Familiarity with Microsoft Dynamics D365, Oracle E-Business Suite, and BI tools like Power BI is a plus.
• Strong communication and collaboration abilities.
• Familiarity with Project management principles
• Ability to understand business processes, procedures, and policies
• Knowledge and ability to design, define, construct, enhance, support and maintain application software on one or more platforms
• Demonstrates in-depth knowledge and capability in software construction, testing, infrastructure, configuration, a wide range of system development methodologies and operating standards
• Critical-thinking, problem-solving and the ability to plan and prioritize work to manage time effectively and accomplish assigned tasks