The CRM (Customer Relationship Management) Project Manager handles relationship marketing for a company’s website. He designs, improves and manages initiatives that reinforce the company’s customer relations, such as websites, apps and call centres. To do this, he creates customer relationship management campaigns and recommends technical improvements to get a better understanding of each visitor to the website.
The CRM Manager collects customer data and analyses them to establish an action plan to earn their loyalty. It is an ongoing optimisation effort to individualise the customer relationship.
Main duties and responsibilities:
· Serve as Project Manager, responsible for overall project definition, management and tracking, covering the entire lifecycle, from project definition and business requirements gathering, through implementation, including integration, training, data migration, go-live, support and closeout, including standard functionalities and custom developments
· Salesforce/Sales CRM subject matter & solutions expert
· Ensure projects are delivered on time & budget
· Develop business value assessments and process blueprints showing as-is and the improved to-be end state
· Manage external consulting partners
· Define and execute project governance & communication
· Prepare and present BIS passport documents
· Track actual activities & resource spend
· Communication project issues and resolution
· CAPM, PMP or other project management certification
· optimise the CRM tools (databases, routing tools, etc.)
Job Requirements:
- Bachelor’s degree or relevant experience in Information Systems, Computer Science or related concentration
- Ability to identify issues and recommend solutions across multiple projects on which the CRM and Loyalty implementations may depend
- Familiar with web development technologies or Microsoft web based web development technologies, web services, database development concepts
- 5+ years of project management and/or delivery experience
- Proven success driving business integration with IT projects, including successful leadership of requirements gathering, testing, and other key business activities within systems projects
