عربي

الصفحة الرئيسية وظائف في الامارات وظائف في أبوظبي وظائف مدير برنامج في أبو ظبي مدير برنامج

CRM Program Manager

Confidential Company

تم نشره يوم 3 فبراير 2021

10 - 12 سنوات Abu Dhabi - United Arab Emirates

بكالوريوس العلوم (أجهزة الكمبيوتر). أي مواطن عربي

سهل التطبيق

شواغر 02

الوصف الوظيفي

ايميل الوظيفة
تم إرسال البريد الإلكتروني بنجاح.

The CRM Program Manager is responsible for the implementation of Microsoft Dynamics 365 across multiple business units in COMPANY


ملخص المرشح المطلوب

QUALIFICATION:
• Bachelor degree or higher in Information Technology, Medical/Life Science, Information or Business administration
• 10+ years of relevant CRM experience in any of the following industries such as: Insurance, Telecom, Banking, clinical and/or health-related industries
• Strong knowledge & experience of Microsoft Dynamic products and the enterprise wide implementation of Microsoft Dynamics
• Proven Experience in CRM consultancy/project/program management implementation in Medium-Large organizations.
• Process knowledge in CRM (Sales, Service, Marketing, finance) and CRM Base Customizing/Workflow /Middleware knowledge

DUTIES:
• Manage enterprise wide CRM implementation of Mycrosoft Dynamics in coordination with our implementation partner, business units and other stakeholders.
• Manage integration with other self-service technologies and other large scale digital transformation programs.
• Manage the implementation in full Agile Scrum methodology.
• Responsible for identifying defects in the experience and working with platform partners to improve the solution to reduce the cognitive load on agents to serve our customers.
• Represent the Digital Development team as the product owner and subject matter expert for all CRM initiatives and serve as the primary CRM point of contact for all functional teams internally as well as to external partners.
• Develop key metric reporting and continually analyze results to understand customer and agent behavior to continually improve the experience.
• Ensure our CRM solution delivers improvements in the following metrics in order of impact: efficiency (AHT, FCR, cost per contact), compliance, CSAT, , and contact reduction.
• Effectively manage CRM program by setting goals, managing vendors, prioritizing projects, establishing ongoing communication, and maintaining deadlines in the face of high-pressure high-output business needs.
• Collaborate with internal teams and partners to gather, document and define requirements to create solutions to business needs. Examples may include, process flows, specifications, diagrams, scenarios, mock-ups, and/or models.
• Continually look to improve and optimize the CRM experience for customers as well as agents. Propose and implement ongoing process improvements.
• Ensure CRM initiatives are executed on-time, on-budget, on-scope, and with expected quality.
• Manage activities and performance of CRM partners.
• Participate in user acceptance testing of all CRM system enhancements and projects.
• Provide Proposals / recommendations of new enhancement which requires great understanding of the business processes as well as solution road map in line with company’s strategic objectives.
• Provide recommendations to the client on best suitable technical solution and on matters of effective utilization of Microsoft Dynamics features
• Provide consultation services on best way forward during program lifecycle.
• Ensure Effective implementation of CRM solution inline with business requirements and intended benefits

الكلمات الرئيسية

اداره علاقات العملاء CRM Management مستشار سي آر أم

الدخول للتقدّمسجّل وقدّمقدّم بدون تسجيل

ابلاغ عن هذه الوظيفة

تنبيه: نوكري غلف فقط منصّة يجمع بين كل من الباحثين عن عمل و أصحاب العمل. ننصح المتقدمين للوظائف التحقق من شرعية أصحاب العمل المحتملين. نحن لا ندعم أي مطالبات لتحويل الأموال و ننصح بشدة ضد الإفصاح عن اي معلومات شخصية أو مالية.و ننصح أيضا زيارة تحذير أمني للمزيد من المعلومات. إذا تشك في أي غش أو احتيال اتصل بنا على abuse@naukrigulf.com

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