CRM Consultant

**The team, position & mission**

At Orange Business, we're searching for a passionate and dynamic CRM consultant to strengthen our Customer Experience team.

For your first assignment within the Client Activation team at one of our clients, you will play a pivotal role in driving the effective use of CRM tools to ensure they meet the evolving needs of global users across multiple markets. You will work in close collaboration with local teams, stakeholders, and other departments to align tool usage with the company’s strategic goals, playing a key role in optimizing customer experience and operational efficiency.

In this role, you will be responsible for three core areas: Voice of Customer, Clienteling, and Reporting. You will also serve as a crucial link between the users and the wider business, ensuring a seamless flow of communication and feedback.

**Your key areas of responsibility as CRM consultant**

**1. Voice of Customer**:

- Act as the primary support for CRM users across various international markets, managing user access, troubleshooting issues, and ensuring smooth operations.
- Serve as a conduit between users and technical teams, gathering feedback, tracking user satisfaction, and addressing pain points to continuously improve user experience.
- Regularly share new feature releases, and processes, such as updated surveys, to ensure users are well-equipped and engaged with the solution.
- Analyze customer feedback and survey data to propose actionable recommendations for continuous improvements, in collaboration with departments such as Customer Service, Learning & Development, and Product.

**2. Clienteling**:

- Provide proactive, ongoing support to users via market ambassadors, ensuring they are equipped to utilize CRM tools effectively to enhance customer engagement and drive client loyalty.
- Lead monthly sessions to foster an active community of CRM users, sharing best practices, updates, and encouraging cross-market collaboration.
- Act as a CRM champion by addressing bugs, system inefficiencies, and unmet user needs, proposing enhancements to improve both user efficiency and customer outcomes.
- Oversee the continuous education and training of users, ensuring that CRM capabilities are fully maximized to support the company’s strategic initiatives and that teams remain aligned on best practices.

**3. Reporting**:

- Take ownership of creating detailed monthly reports to measure the performance of key CRM initiatives, including Clienteling and Voice of Customer, ensuring these tools are meeting key business objectives.
- Deliver ad-hoc, data-driven insights to management, ensuring the CRM tools are being leveraged effectively to contribute to overarching business targets, from customer satisfaction to revenue growth.
- Spearhead in-depth performance analyses and "deep dives" into customer interaction metrics, working closely with relevant departments to identify trends, assess tool effectiveness, and track critical KPIs related to customer engagement and relationship management.**5-year CRM Experience**: You bring hands-on experience in CRM, ideally within a global environment, with a proven track record of supporting users, fostering community engagement, and driving tool adoption and performance improvements.-
**Technical Acumen**: Proficiency in **Salesforce Service Cloud** and **Medallia** is highly desirable. You have the technical know-how to troubleshoot issues and optimize CRM tools to better serve end-users.-
**Strategic Mindset**: You possess strong analytical and problem-solving skills with a data-driven approach, enabling you to identify opportunities for improvement and to provide actionable insights that support business growth.-
**International Exposure**: Fluency in French and English is mandatory, as you will be working in a global setting.-
**Outstanding Communication Skills**: You excel in stakeholder management and possess the ability to effectively communicate complex ideas and processes in a simple, user-friendly manner.-
**Attention to Detail and Rigor**: You are meticulous and thorough, particularly when it comes to ensuring the accuracy and reliability of data and reports, which are crucial for informed decision-making.-
**Proactive and User-Centric**: You are highly attuned to user needs and proactively seek ways to optimize tools and processes, always keeping the end-user and business objectives in mind. Your ability to anticipate issues and your solution-oriented mindset make you a valuable asset in a dynamic environment.**What we offer you**
- Hybrid ways of working with access to our modern & collaborative offices in Geneva

We may work with tomorrow’s technology, but at our core we are a people-oriented organization and we are proud to have our Great Place to Work certification
- An open and inclusive culture, that enables us to reach our full potential
- A community of experts - as Digital Natives, we put innovation at the heart of our expertise
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