Description
Customer Relationship Management (CRM) Administration & Reporting- Provide CRM administration and operational support including user and security management
- Work directly with a Microsoft Dynamics development partner to coordinate the implementation of new CRM functionality, reports and dashboards
- Develop training materials and conduct sessions for end users
- Act as an ongoing support resource for existing users
- Act as the superuser for all existing processes, reports and dashboards
- Engage with business units to develop and launch new reports and dashboards
- Customise CRM tools as business needs change and troubleshoot the system when problems arise
- Support the ongoing review and evaluation of the organisation's reporting needs and recommend solutions
- Drive efforts to enable internal stakeholders to share knowledge and insights
Data Management
- In collaboration with the CRM Data Analyst, maintain an organisation wide set of CRM data management policies and procedures.
- Support the improvement of data management by users through the promotion of data consistency, security and standardization throughout the business
- Maximize the value received from the data asset by promoting a common understanding of its use
- Promote data sharing by providing a reliable and secure technical environment for managing data and improving direct access to data by end-users.
- Evaluate campaigns, make recommendation on which are/are not working and identify which are generating the best Return on Investment
Business Process Design
- In conjunction with the software provider, configure the CRM application based on defined business process documentation
- Make recommendations on which CRM processes are/are not working and identify opportunities for continuous process improvement
- Design test scripts and perform UAT testing and provide post-implementation support and maintenance of the applications.
General Administration
- Ensure that the organisation's policies and procedures are adhered to particularly in relation to privacy, security, and the handling of commercially sensitive customer data
- Act as a super user for the CRM System & Business Processes
- Act as the main point of contact for queries
- Provide leave/absence cover for other team members
Technical Skills
- A relevant Degree in business, computer science or equivalent
- 5+ years' experience of CRM administration and operational support using Microsoft Dynamics CRM
- Experience in sales operations or related field, ideally in a service delivery organisation
- Data quality assessment and data management experience in a corporate or public sector environment
- Excellent problem solving skills
- Knowledge of Standard Microsoft software specifically; MS Visual Studio (Report writing), Crystal Reports, SharePoint, Visio etc.
- Excellent report writing skills
For more information a a confidential discusssion please contact Michael (see below)