CRM Manager

2 weeks ago


Singapore THE TALENT PEOPLE PTE. LTD. Full time
Roles & Responsibilities

Key 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.

Requirements / 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.

The Talent People 24C2589

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