CRM Manager

2 weeks ago

Singapore KULICKE & SOFFA PTE. LTD. Full time
Roles & Responsibilities

Overview:

Reporting to the Senior Manager, ERP this position is responsible for providing vision, leadership, planning, project coordination and management for the development of a cost-effective Customer Relationship Management (CRM) while concurrently facilitating efficient operations to meet current and future business needs of the system.

As a Manager, CRM Enterprise Application, you will

  • Work closely and collaboratively with the customer service teams to manage the implementation of CRM and run reporting and analysis.
  • Work alongside customer service leadership to understand business requirements and provide insight into CRM solution.
  • Lead a team of analysts and developers to drive and manage multiple applications projects.
  • Be accountable for ensuring continuity and successful delivery of functional services to users throughout the organisation.

Responsibilities:

  • Provide regular and ad-hoc reporting as required to support the operational excellence of the Customer Service organisation.
  • Oversee the support backlog within the platform and prioritise, resolve, and escalate as appropriate.
  • Oversee operational tickets and help triage high priority items as necessary.
  • Assist Product and Services business unit in the design, development, and implementation of scalable, innovative solutions leveraging the platform.
  • Assist Product and Services business unit in the design of seamless integration among back-office applications.
  • Document business requirements, process flows, new functionality requests, and SOPs/training material.
  • Ensure that the solutions are in compliance with Company's Enterprise & Security Reference Architecture and facilities any exceptional processes.
  • Monitor the service level performance and addresses user satisfaction gaps and issues.
  • Prepare project development cost estimates, budgets, and schedules.
  • Provide mentoring and coaching to team members; motivates and identifies opportunities for learning and development.
  • Proven experience working with all levels including sales management, service management, and senior executives, and provide key insights from the data to improve overall customer service effectiveness and efficiency.
  • Proven experience working with and leading senior technical contributors.
  • Perform other duties as assigned.

Qualifications:

  • Bachelor's Degree in Computer Science / Information Technology or its equivalent.
  • Typically 8 or more years of relevant experience including at least 3 years at Managerial level.
  • Experience in CRM software.
  • Experience in Manufacturing industries preferred.
  • Strong project management experience and preferably has a PMP or Certified SCRUM Master.
  • Exceptional knowledge of service and application delivery as well as successful service level agreement accomplishment.

Company Overview:

Founded in 1951, Kulicke and Soffa Industries, Inc. (NASDAQ: KLIC) specialize in developing cutting-edge semiconductor and electronics assembly solutions enabling a smarter and more sustainable future. Ever-growing range of products and services supports growth and facilitates technology transitions across large-scale markets.

Please refer to the website for more details: www.kns.com.

Equal Opportunity:

Kulicke & Soffa recruits on the basis of merit (such as skills, experience or ability to perform the job), regardless of age, race, gender, religion, marital status and family responsibilities, or disability.

Tell employers what skills you have

CRM
Customer Relationship
Management Skills
Requirements Gathering
Operational Excellence
Oracle
Analytical Skills
Service Management
Customer Relationship Management CRM
Scrum
Sales Management
Relationship Management
System Integration
Service Leadership
Customer Relationship Management
Service Level
Project Management
Planning and Implementation
PMP
Project Coordination

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