Senior System Operator
7 days ago
Bring your innovative ideas to the highly-talented and driven Strategy and Production teams at ITC to deliver world-class digital solutions.
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About ITC
Join ITC, a trailblazing force with offices in Shanghai, Singapore, and Saigon. We are a hub of innovation for Fortune 500 companies and industry leaders, guiding them through the complexities of the Chinese and APAC markets.
At ITC, you’ll play a pivotal role in transforming their business landscapes using cutting-edge MarTech, e-Commerce, and Omnichannel solutions. As part of our team, you’ll not only witness but also contribute to significant ROI achievements and market successes. We’re not just navigating the future of digital commerce; we’re creating it.
About the Role
We are looking for a hard-working and experienced System Operator to manage our social CRM and CRM systems, including WeCom. In this role, you will oversee the administration, optimization, and troubleshooting of our social CRM platforms, enabling effective customer engagement, streamlined processes, and data-driven decisions. You will work with various platforms like JingSocial, Convertlab, and Linkflow and should be adaptable to industry-specific needs.
Key Responsibilities
System Administration & Maintenance
Manage and maintain CRM and social CRM systems such as WeCom, JingSocial, Convertlab, and Linkflow.
Ensure data integrity and perform regular system audits to keep all customer information accurate and up-to-date.
Platform Optimization
Customize and optimize CRM tools to support the company’s unique workflow, industry requirements, and customer engagement goals.
Identify and implement improvements in CRM processes for better operational efficiency and enhanced customer insights.
Data Management & Analysis
Track, analyze, and report on key metrics to support data-driven decision-making.
Manage data segmentation, tagging, and reporting across different customer touchpoints to provide insights for targeted marketing and client engagement.
Technical Support & Troubleshooting
Act as the primary point of contact for system troubleshooting and user support across CRM platforms.
Collaborate with internal teams and external vendors to resolve technical issues swiftly.
Team Management & Documentation
Lead and mentor a team of 3-5 people, fostering a collaborative and high-performing work environment.
Train team members on CRM functionalities and best practices.
Ensure the team’s output aligns with the company’s quality standards and contributes to achieving overall business objectives.
Create and maintain comprehensive documentation, ensuring procedures are standardized and accessible.
Cross-functional Collaboration
Collaborate closely with marketing, sales, and customer service teams to align on CRM strategies and user journey optimization.
Support cross-departmental projects by integrating CRM insights and feedback.
Collaborate with clients and conduct regular client meetings to develop custom CRM solutions tailored to their business needs as well as troubleshooting or address their concerns.
Qualifications
Have 5+ years of proven experience managing CRM and social CRM platforms, especially JingSocial, Convertlab, Linkflow, or similar systems. Background working with WeCom is highly preferred.
Proven experience with leadership and team management.
Fluent in Mandarin; proficient in English is a plus.
Strong understanding of CRM systems, data analysis, and platform customization. Knowledge of system integration and data migration is a plus.
Demonstrated experience in different industries, enabling an adaptable approach to CRM system management.
Highly organized, proactive, and a problem solver. Excellent attention to detail, with a strong ability to prioritize and multitask effectively.
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