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Crm manager

1 week ago

Singapore KULICKE & SOFFA PTE. LTD. Full time

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 solutions.
Lead a team of analysts and developers to drive and manage multiple application 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 facilitate any exceptional processes.
Monitor the service level performance and address user satisfaction gaps and issues.
Prepare project development cost estimates, budgets, and schedules.
Provide mentoring and coaching to team members; motivate and identify 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 a 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.
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