Manager - Business Excellence - CRM

Brief Objective of the Role: This individual must have excellent problem-solving skills and be able to demonstrate how they are applied within a global support environment. Excellent communication skills are a must for this position. Functional skills should complement the problem solving and communication skills to deliver a highly effective individual who is capable of adding real value individually and through a team. Candidates must be demonstrating a willingness to learn new technologies and business processes as required.

Key Objectives and Key Results

Implementation of CRM for end-to-end business processes

Major Responsibilities:

- Design processes for scalability and obtain sign-off from business owners

- Create and maintain documentation for sharing business requirements with the tech team

- Liaise with internal/external technical partners for the implementation of business requirements

- Perform user acceptance testing in coordination with users

- Liaison with business users for knowledge transfer, support or development queries

- Provide regular progress updates to the functional manager/ team lead.

Skills Required:

- Should demonstrate an ability to quickly learn new technology and apply their learning into practical use.

- Knowledge of project lifecycle, particularly technical specification, development and test phases

- A proactive approach to implementation and problem resolution

- Strong written and verbal communication skills

- High level of drive to meet aggressive deadlines and targets

- Ability to execute a role with a high level of autonomy, seeking guidance and approval as appropriate

- Team player; able to build strong relationships with other project team members, vendor resources and contacts across other in-house systems

- Adaptable: Ability to prioritize, be flexible and respond to changing environments

- Past experience of handling CRM implementation will be an added advantage