Job Description
Responsibilities include, but are not limited to:
Cross functional coordination of CRM projects
1. Provide active technical leadership of CRM to maximise its value to IFS SalesAct as the “bridge” between technical teams, vendor technical representatives and the business. Ensure the CRM roadmap, and future changes to be implemented are understood by Sales and Marketing leadershipMake strategic recommendations for enhancements to maximise value from CRMAct as business lead for CRM changes from requirements through to implementation. Secure leadership buy-in, define requirements, liaise with IT and third parties about development, and co-ordinate testing and deployment initiatives in post-acquisition mergers to bring acquired companies onto the IFS standard Sales process and tools.
CRM analysis and issue resolution
2. Conduct in-depth analysis of CRM issues and potential resolutions (processes, fields, system behaviour, dependencies issues in CRM and other solutions are understood, with suggested courses of action to resolve them are agreed on and implementedMake insightful recommendations to further enhance value realisation by the Sales and Marketing business from its business tools
Process Definitions and Enhancement
3. Develop processes and concepts for enhanced operational procedures and tools, including where they interact with other processes (contract management tool, screening tool, Dun and Bradstreet data acquisition assessment of existing tools and methodologies to simplify and standardize themDrive cross functional initiatives in cooperation with Global and Regional functionsPerform data analysis as required to maximise business benefits of key processes
Business Partnering
4. Act as trusted business advisor to organizational management by translating data into insight and decision supportOversee business processes and enable organizational adherence to company policies and proceduresEvaluate CRM business requirements, consolidate and communicate actions as necessary to senior stakeholdersManage end user documentation and other enablement collateral (eg. CRM Process Guide)Manage Global Operations internal social media/ intranet communication platforms
Qualifications
Essential:
5. 2+ years’ experience in Business Operations or related business support role, ideally with experience in an international organization with matrixed structure.University degree or comparable professional experienceProfessional fluency in EnglishExperience using one or more mainstream tier-one CRM solutions, ideally to administrator level
Desirable:
6. Educational background with focus in the Information Sciences field, and / or experience in technical IT-facing business analyst-type role, ideally working with ERP or CRM applicationsProficiency in additional languages are a plus