Job purpose
- Act as center of excellence for local CRM and as interface to the wider organization (MSM, EMEA)
- Drive the maintenance and development of the local CRM platform to ensure availability of latest platforms and applications to best serve the customer
- Building the relevant capabilities in the organization and enable the teams to make the best use of the platforms and tools and thereby increase efficiency and customer focus
Job responsibilities
- Manage local CRM and its development (aligned with MSM / EMEA strategy and local business requirements)
- Lead local CRM related changes / updates and new implementations
- Regular meetings with stakeholders and the MSM / EMEA CRM network to align local strategy and record change requests in the CRM system
- Cross-departmental analysis of marketing and sales processes and their interfaces to the CRM system to design, document and optimize all related CRM business processes
- Build CRM related capabilities by creating, updating and maintaining corresponding user training material
- Create analyses, document the findings and derive necessary measures for the systematic optimization of data quality
- Day-to-day (1st level) support for all CRM users, including reporting and troubleshooting
- Handle administrative functions including user account maintenance, reports and dashboards workflows (where admin rights are required), etc.
Qualifications
- Degree in business informatics, business administration or similar field
- Experience in the administration and configuration of Salesforce CRM solutions
- Knowledge of complex IT processes and IT landscapes
- Fluency in English and German required, (French considered an advantage)
- High degree of solution and service orientation
- High IT affinity, operation of various systems and databases
- Effective collaboration and strong networking skills
- Ability to work both in a team and independently
- Ability to identify problems at an early stage and solve them effectively
- Excellent communication skills
- Accountability and excellence in execution
- Structured and organized way of working
- High learning agility and open mindset for change
