Manager, CRM Transformation, Business Process & Shared Services

Pacific International Lines (Pte) Ltd; Singapore; On-site; USD 60,000 - 100,000; Full time

Job summary

Join a leading global carrier that champions sustainability and innovation. As an Assistant Manager for CRM Transformation, you will play a pivotal role in enhancing customer engagement and operational efficiency. Collaborate with diverse teams to implement a new CRM platform that aligns with business objectives. This dynamic position offers opportunities for professional growth in a supportive environment, where your contributions will drive meaningful change in the shipping industry. If you are a proactive leader with a strategic mindset, this is the perfect opportunity to make an impact.

Benefits

Professional growth opportunities

Dynamic and collaborative environment

Focus on sustainability and innovation

Qualifications

• 5-10 years of experience in project management with a focus on complex projects.
• Proven experience implementing digital customer service tools and automation initiatives.

Responsibilities

• Drive the end-to-end transformation of the CRM ecosystem.
• Lead cross-functional teams to deliver a seamless digital experience.

Skills

Project Management

Stakeholder Management

Change Leadership

Risk Management

Communication Skills

Analytical Skills

Education

Bachelor's degree in Business Administration

Advanced degrees or relevant certifications (e.g., PMP, CSM)

Tools

Digital Customer Service Tools

Job description

DRIVING CONNECTIVITY

Chart your Course with PIL

With over 55 years of leadership in the global shipping industry, Pacific International Lines (PIL) is looking for proactive individuals to drive innovation and sustainable shipping solutions. If you’re fueled by pioneering ideas, enjoy challenging the status quo, and are determined to make a significant impact, PIL wants you as a part of our dynamic community of maritime professionals.

At PIL, we provide local experiences with a global reach. With our headquarters in Singapore, and services offered at over 500 locations in 90 countries, you will have ample opportunities to work with colleagues from different cultures and communities.

Key Responsibilities:

The Assistant Manager for CRM Transformation will be responsible for driving the end-to-end transformation of the Customer Relationship Management (CRM) ecosystem.

This role involves being part of the PMO team to look at the strategic design, implementation, and adoption of a new CRM platform, ensuring it aligns with business objectives, enhances customer engagement, and improves operational efficiency.

The successful candidate will work cross-functionally with IT, Sales, Customer Service, and Operations teams to deliver a seamless digital experience while optimizing internal processes.

1. Strategic Vision: As part of the PMO team, to develop and communicate a clear roadmap for CRM transformation aligned with business goals.
2. Stakeholder Management: Build and maintain effective relationships with key stakeholders, both internal (executives, department heads) and external (vendor representatives), ensuring alignment and support throughout the implementation.
3. Team Leadership: Lead and inspire cross-functional teams involved in the transition, fostering a collaborative and high-performance culture to achieve project milestones.
4. Decision-Making: Make informed and timely decisions, considering the impact on the CRM project and the broader organizational context.
5. Change Leadership: Drive organizational change by effectively communicating the benefits of CRM and Sales Process alignment initiative and addressing concerns proactively.
6. Risk Management: Identify potential risks associated with implementation, develop mitigation strategies, and lead the implementation of risk management plans.
7. Continuous Improvement: Foster a culture of continuous improvement by evaluating processes and systems, identifying opportunities for optimization, and implementing best practices.

MUST HAVE:

• Bachelor's degree in Business Administration, Project Management, or a related field. Advanced degrees or relevant certifications (e.g., PMP, CSM) may be advantageous.
• Proven experience in project management, with a focus on executing complex projects within specified timelines.
• Experience implementing digital customer service tools and automation initiatives.
• Strong organizational and multitasking skills.
• Excellent communication and interpersonal skills.
• Familiarity with the container shipping industry is a plus.
• 5 - 10 years of experience.

WE VALUE:

• Adaptable and resilient in managing change and ambiguity.
• Excellent interpersonal and communication skills.
• Ability to foster collaboration and teamwork
• Strong analytical and problem-solving skills.
• Highly motivated and results-driven with a strategic mindset.

Why Join Us:

• Be part of a leading global carrier with a strong focus on sustainability and innovation.
• Work in a dynamic and collaborative environment.
• Opportunities for professional growth and development.