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CRM Implementation Manager

vor 2 Wochen

Zug, Schweiz Beenux AG Vollzeit

On behalf of our client we are looking an experienced CRM Implementation Manager to bring their Customer Engagement to the next level.

**Position Preview**:

- Main Responsibilities: Design, Develop, Deploy
- Main Requirements: CRM, Implementation
- Location: Zug
- Start Date: ASAP (willing to wait)
- Duration: Permanent

Main Responsibilities
- Design, develop and deploy customer engagement business processes for the implementation of the CRM system, CTI, and communications platform
- Act as liaison between business and digital teams translating business requirements in detailed platform specifics for infrastructure deployment
- Represent the Customer Engagement Center throughout the project lifecycle, including process definition, building, testing, piloting, deployment, and post-project phases
- Define, promulgate, and sign-off on KPIs to measure success and goals to be achieved
- Ensure all relevant data is tracked and recorded to enable prospect and customer segmentation to understand value and target messaging accordingly
- Work closely with the Senior Manager Customer Engagement and the team to manage the build out of the Customer Engagement Center service model
- Manage relationships with external partners and suppliers (BPOs, system vendors, etc.) in accordance with contractual requirements

**Main Requirements**:

- 5+ years of work experience in a global consumer care environment with complex system architecture, ideally in the life science or insurance industry
- Ideally worked in different international locations and have experience in working with various consumer experience organizations
- Proven track record of successfully implementing tools to digitize and automate customer service operations
- Customer focused and willing to challenge the status quo to improve the customer experience
- Knowledge of Microsoft CE is advantageous
- Skilled with strategic decisions that prioritize the needs of the customer
- Outstanding customer/client focus
- Comfortable with project-based work and able to build professional network within and outside the customer functions to successfully collaborate and solve problems, getting things done through formal and informal channels and navigate with high credibility
- Good problem-solving skills, ability to deal with ambiguity, ability to take initiative and work with remote teams
- Fluent English speaker with excellent interpersonal and communication skills (speaking, writing, presenting)
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