TeamWork is an independent international group, founded in 1999 in Geneva by its current CEO Mr. Philippe Rey-Gorrez. As a a strategic partner in digital transformation, TeamWork is involved in four core businesses: Business Consulting, SAP Business Solutions, Salesforce, Data Analytics and Technology Platforms. Recognized by its clients for its expertise and experience, TeamWork supports both major international accounts and SME and has nearly 900 employees spread over 17 international locations (Switzerland, France, Germany, Luxembourg, Vietnam, Singapore, China, India, Canada, United States of America).
In a context of constant growth of our local workforce, and in order to support our international clients on large-scale projects in Singapore, we are currently looking for a Customer Experience Solutions Manager for the support of a large retail customer.
Role & Responsibilities:
- Be the regional relay/expert/point of contact for all our branches regarding our Group customer experience solutions : e-Commerce, CMS, Point of Sales (POS), OMS, CRM, CIAM, Clienteling, Payment Solutions and PIM/DAM
- Work closely with APAC CTO to support local IT teams of our branches to lead, build, manage, and enhance solution architectures.
- Drive enablement of the long-term business roadmap for APAC.
- Govern and sign off the appropriate technical solutions to support sustainability and growth with balance of local demands and regional scalability.
- Work with IT and Digital teams to define strategic technical vision of APAC products & best practices.
- Ensures deliverables such as Project Charter, Business Requirements, Functional / Technical design system configuration, System testing etc…
- Oversee and guide third parties and branches building reusable components.
Resource management:
- COE team resource management for a balanced structure for project delivery and support.
- Animate IT communities of expertise within the group around Customer experience solutions
Support governance and management:
- Governs and standardize the support process to ensure service level achievement across all customer experience solutions.
- Lead team to proactively identify opportunities to improve operation processes (across IT departments) Be an escalation point of critical/high business impact incidents.
- Manage application and vendor performance periodically.
Requirements:
- Experience in managing IT projects regarding eComm, CRM, clienteling solutions with a strong knowledge of solutions and architectures (especially on Salesforce)
- Good knowledge of social CRM platform
- Understanding & knowledge of the tech culture in retail especially Clienteling is mandatory.
- Ability to balance between business needs and tech stack (during the build and run phases)
- Project management/business analyst/solution architect/technical or operations management, and experience within a large-size ecommerce experience in an omnichannel environment.
- Familiarity appreciation strengths weaknesses range digital technologies technology trend
- Experience working in a multinational environment with complex organizations working across teams with proven track record negotiation
- Others: Minimum 8 years’ experience field CRM (Salesforce knowledge would be a plus).
- Possess bachelor’s degree or higher computer science (or equivalent)
- Professional efficiency in English; French would be a plus.
