CRM Manager

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• CRM roll-out • Plan and Roll out CRM Case Management, CRM Pro and CRM Retail in the country involving all relevant stakeholders • Ensure all required functional users are trained and have the roles assigned as agreed with the country & BU stakeholders • Work closely with the BU Commercial Operations manager in conducting the UAT and managing the Go Live • CRM usage • Ensure the data entry of every account via the process in CRM – via single creation from the business and doing bulks uploads • Ensure every account and project is introduced as a lead by the sales and has the accounts linked to them as involved parties • Ensure all mandatory data is fed in the accounts and projects as per guideline from BU Commercial Excellence • Ensure the usage of CRM Case Management regionally from all the countries • Liaise with the BU Commercial Operations manager in highlighting system issues and raising approved regional change requests • CRM adoption • Understand all globally defined processes and current local processes in sales and complaints/enquiries • Continuously assess improvements required to make CRMs user friendly within the scope of defined global processes • Define useful dashboards/reports/data input/output to enhance adoption • Own operational part of Sales Huddle, Customer Data, MOP collection etc that’s critical to drive customer centric approach via CRM • CRM operations • Work closely with the relevant leads to ensure regular usage of all CRM for projects and case management • Have monthly calls on reports and user adoption • Address issue resolutions with BU and country teams on a monthly basis • Plan and conduct CRM training when required • Continuous improvement • Co-create the CRM Roadmap – gather input for the region (new content, capabilities, process changes if any etc.), consolidate in building blocks and work with the BU & Global Product Owner to ensure enhanced levels of adoption and addressing needs of users across the market within the defined global mandate • Cấp bậc: • Loại công việc: