Job Description
Responsibilities include, but are not limited to:
Cross functional coordination of CRM projects
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o Provide active technical leadership of CRM to maximise its value to IFS Sales
o Act 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 leadership
o Make strategic recommendations for enhancements to maximise value from CRM
o Act 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 effort.
o Lead initiatives in post-acquisition mergers to bring acquired companies onto the IFS standard Sales process and tools.
CRM analysis and issue resolution
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o Conduct in-depth analysis of CRM issues and potential resolutions (processes, fields, system behaviour, dependencies etc.)
o Ensure issues in CRM and other solutions are understood, with suggested courses of action to resolve them are agreed on and implemented
o Make insightful recommendations to further enhance value realisation by the Sales and Marketing business from its business tools
Process Definitions and Enhancement
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o 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 etc.)
o Perform assessment of existing tools and methodologies to simplify and standardize them
o Drive cross functional initiatives in cooperation with Global and Regional functions
o Perform data analysis as required to maximise business benefits of key processes
Business Partnering
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o Act as trusted business advisor to organizational management by translating data into insight and decision support
o Oversee business processes and enable organizational adherence to company policies and procedures
o Evaluate CRM business requirements, consolidate and communicate actions as necessary to senior stakeholders
o Manage end user documentation and other enablement collateral (eg. CRM Process Guide)
o Manage Global Operations internal social media/ intranet communication platforms
Qualifications
Essential:
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o 2+ years’ experience in Business Operations or related business support role, ideally with experience in an international organization with matrixed structure.
o University degree or comparable professional experience
o Professional fluency in English
o Experience using one or more mainstream tier-one CRM solutions, ideally to administrator level
Desirable:
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o 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 applications
o Proficiency in additional languages are a plus
Additional Information
Overall required competence:
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o Exceptional problem-solving skills underpinned by strong systems-based technical and analytical skills.
o Ability to manage complex topics across the complete business landscape and operating functions.
o Good presentation skills. Ability and confidence to interact with both internal and external customers. Must be responsible with and able to handle confidential information.
o Ability to inspire positive change.
o Proficiency in information technology trends and developments.