CRM Manager

1 week ago


Singapore KULICKE & SOFFA PTE. LTD. Full time
Overview:

Reportingto the Senior Manager, ERP this position is responsible forproviding vision, leadership, planning, project coordination andmanagement for the development of a cost-effective CustomerRelationship Management (CRM) while concurrently facilitatingefficient operations to meet current and future business needs ofthe system.

As a Manager, CRMEnterprise Application, you will
  • Work closely and collaboratively with the customerservice teams to manage the implementation of CRM and run reportingand analysis.
  • Work alongside customer serviceleadership to understand business requirements and provide insightinto CRM solution.
  • Lead a team of analysts anddevelopers to drive and manage multiple applicationsprojects.
  • Be accountable for ensuringcontinuity and successful delivery of functional services to usersthroughout theorganisation.
Responsibilities:
  • Provide regular and ad-hoc reporting as required tosupport the operational excellence of the Customer Serviceorganisation.
  • Oversee the support backlogwithin the platform and prioritise, resolve, and escalate asappropriate.
  • Oversee operational tickets andhelp triage high priority items as necessary.
  • Assist Product and Services business unit in the design,development, and implementation of scalable, innovative solutionsleveraging the platform.
  • Assist Product andServices business unit in the design of seamless integration amongback-office applications.
  • Document businessrequirements, process flows, new functionality requests, andSOPs/training material.
  • Ensure that thesolutions are in compliance with Company's Enterprise &Security Reference Architecture and facilities any exceptionalprocesses.
  • Monitor the service levelperformance and addresses user satisfaction gaps andissues.
  • Prepare project development costestimates, budgets, and schedules.
  • Providementoring and coaching to team members; motivates and identifiesopportunities for learning and development.
  • Proven experience working with all levels including salesmanagement, service management, and senior executives, and providekey insights from the data to improve overall customer serviceeffectiveness and efficiency.
  • Provenexperience working with and leading senior technicalcontributors.
  • Perform other duties asassigned.
Qualifications:
  • Bachelor's Degree in Computer Science / InformationTechnology or its equivalent.
  • Typically 8 ormore years of relevant experience including at least 3 years atManagerial level.
  • Experience in CRMsoftware.
  • Experience in Manufacturingindustries preferred.
  • Strong projectmanagement experience and preferably has a PMP or Certified SCRUMMaster.
  • Exceptional knowledge of service andapplication delivery as well as successful service level agreementaccomplishment.
CompanyOverview:

Founded in 1951,Kulicke and Soffa Industries, Inc. (NASDAQ: KLIC) specialize indeveloping cutting-edge semiconductor and electronics assemblysolutions enabling a smarter and more sustainable future.Ever-growing range of products and services supports growth andfacilitates technology transitions across large-scalemarkets.

Please refer to the website for moredetails: www.kns.com.

EqualOpportunity:

Kulicke & Soffarecruits on the basis of merit (such as skills, experience orability to perform the job), regardless of age, race, gender,religion, marital status and family responsibilities, ordisability.

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