CRM Manager (IT)

Overview:

Reporting to the Senior Manager, ERP, this position is responsible for providing vision, leadership, planning, project coordination, and management for the development of a cost-effective Customer Relationship Management (CRM) while concurrently facilitating efficient operations to meet current and future business needs of the system.

As a Manager, CRM Enterprise Application, you will:

• Work closely and collaboratively with the customer service teams to manage the implementation of CRM and run reporting and analysis.
• Work alongside customer service leadership to understand business requirements and provide insight into CRM solutions.
• Lead a team of analysts and developers to drive and manage multiple application projects.
• Be accountable for ensuring continuity and successful delivery of functional services to users throughout the organisation.

Responsibilities:

• Provide regular and ad-hoc reporting as required to support the operational excellence of the Customer Service organisation.
• Oversee the support backlog within the platform and prioritise, resolve, and escalate as appropriate.
• Oversee operational tickets and help triage high-priority items as necessary.
• Assist Product and Services business unit in the design, development, and implementation of scalable, innovative solutions leveraging the platform.
• Assist Product and Services business unit in the design of seamless integration among back-office applications.
• Document business requirements, process flows, new functionality requests, and SOPs/training material.
• Ensure that the solutions are in compliance with Company’s Enterprise & Security Reference Architecture and facilitate any exceptional processes.
• Monitor the service level performance and address user satisfaction gaps and issues.
• Prepare project development cost estimates, budgets, and schedules.
• Provide mentoring and coaching to team members; motivate and identify opportunities for learning and development.
• Proven experience working with all levels including sales management, service management, and senior executives, and provide key insights from the data to improve overall customer service effectiveness and efficiency.
• Proven experience working with and leading senior technical contributors.
• Perform other duties as assigned.

Qualifications:

• Bachelor's Degree in Computer Science / Information Technology or its equivalent.
• Typically 8 or more years of relevant experience including at least 3 years at a managerial level.
• Experience in CRM software.
• Experience in manufacturing industries preferred.
• Strong project management experience and preferably has a PMP or Certified SCRUM Master.
• Exceptional knowledge of service and application delivery as well as successful service level agreement accomplishment.