Oracle CRM Manager

Kulicke & Soffa Pte Ltd; Singapore; On-site; SGD 90,000 - 120,000; Full time

Job summary

A leading company in semiconductor solutions is seeking a CRM Manager to provide vision and leadership for their Customer Relationship Management system. The role involves managing implementation, leading a team, and ensuring efficient operations. Candidates should possess a strong project management background and extensive CRM experience, particularly in manufacturing industries.

Qualifications

• At least 8 years of relevant CRM experience, with a minimum of 3 years in project management.
• Proven experience in the manufacturing industries preferred.
• Strong project management skills, preferably with PMP or Certified SCRUM Master.

Responsibilities

• Lead implementation of CRM, working collaboratively with customer service teams.
• Document business requirements and ensure compliance with company standards.
• Monitor service performance and address user satisfaction gaps.

Skills

Project Management

CRM Software

Team Leadership

Data Analysis

Education

Master/Bachelor's Degree in Computer Science / Information Technology

Job description

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.

Overview:

The CRM Manager 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 solution.

• Lead a team of analysts and developers to drive and manage multiple applications 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 facilities any exceptional processes.

• Monitor the service level performance and addresses user satisfaction gaps and

• issues.

• Prepare project development cost estimates, budgets, and schedules.

• Provide mentoring and coaching to team members; motivates and identifies

• 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:

• Master/Bachelor's Degree in Computer Science / Information Technology or its equivalent.

• At least 8 years relevant CRM experience including at least 3 years of experience in people and project management.

• 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.

Company Overview:

Founded in 1951, Kulicke and Soffa Industries, Inc. (NASDAQ: KLIC) specialize in developing cutting-edge semiconductor and electronics assembly solutions enabling a smarter and more sustainable future. Ever-growing range of products and services supports growth and facilitates technology transitions across large-scale markets.

Please refer to the website for more details: www.kns.com.

Equal Opportunity:

Kulicke & Soffa recruits on the basis of merit (such as skills, experience or ability to perform the job), regardless of age, race, gender, religion, marital status and family responsibilities, or disability.