Description:
The CRM Process Manager is responsible for designing, implementing, and managing efficient and scalable CRM processes that align with the company's strategic objectives. This role involves collaborating with cross-functional teams to ensure seamless CRM integration and standardizing business processes.
ABOUT YOUR TASKS
- Process Design & Implementation: Develop and optimize CRM/Salesforce processes to enhance customer engagement and support business objectives
- Governance & Compliance: Establish and maintain CRM governance frameworks and ensure compliance with industry regulations and company policies
- Cross-Functional Collaboration: Partner with the departments sales, marketing, IT, and customer support
- Data Management: Oversee data quality, data governance, and maintenance activities to ensure consistent and accurate customer data in the CRM system
- Training & Support: Create training materials, provide training and support to CRM users
- Performance Monitoring: Establish key performance indicators and monitor CRM process performance to identify areas for improvement
- Documentation: Create and maintain comprehensive documentation of CRM processes, workflows, and user guides
- Continuous Improvement: Lead process improvement initiatives
- Project Management: Coordinate CRM projects, manage timelines, resources, and deliverables
ABOUT YOU
- Graduated in Business Administration disciplines or comparable qualification
- At least of 3 years of relevant working experience in international companies
- Experience in working in Agile – Scrum environment is considered a plus
- Proven experience as a Product Owner, Product Manager, or similar role in CRM product management in Salesforce Sales Cloud
- Technical background or understanding of software development processes and technologies is highly desirable
- Advanced Jira user and communications skills
- Fluent English - any additional language will be considered a plus
- Personality with drive, heart and mind
- A desire for teamwork and a great sense of humor