CRM Operations Manager

18 hours ago

Central Singapore FORTITUDE PARTNERSHIP PTE. LTD. Full time

**Location**
- Singapore, Central Singapore**Job Type**
- Permanent**Salary**
- $6,500 - $8,000 Per Month**Date Posted**
- 2 days agoAdditional Details

**Job ID**
- 115364**Job Views**
- 1Roles & Responsibilities

**Executive Summary**

Reporting to Associate Director Digital Marketing Innovation and operations, the jobholder is responsible to manage and support the customer relationship management (CRM) platform together with connected systems which is currently used to manage customer and business processes. As a close collaborator within marketing operations and work with different stakeholders across marketing, sales, IT team on CRM- Salesforce platform and support onboarding of new projects and ongoing enhancement/operations.

**Detailed job description**

Use consulting like approach to understand business needs and formulate To-Be process in CRM systems to operationalize the process and flow. Become an expert in day-to-day CRM operations and become a bridge between business and systems.

The Jobholder will be also responsible to work on CRM related projects like ongoing E-commerce buying experience platform build on CRM and manage project deliverables.
- Work with leadership team for CRM salesforce platform roadmap for continuous improvement, adoption, and utilization.
- Work together with key stakeholders to understand AS-IS and define TO-BE business processes and work towards implementing, training and adoption of the process
- Manage and understand Salesforce Sales Cloud, Experience Cloud and how salesforce is working with its connected INSEAD’s eco-system like marketing automation, ERP, website etc.
- Manage operational activities within salesforce platform for managing business processes - like master data set-up, enablement step for e-commerce (experience cloud) and other salesforce set-up.
- Manage the implementation and delivery of salesforce related initiatives
- Support troubleshooting through operational and exception reporting for business operations and data flow related issues in CRM
- Work closely with internal stakeholders like IT team who owns the system, to implement new enhancements, rollouts
- Work on CRM implementation projects with IT / External Implementation Partner / Data Team and be key driver for business contact for driving change and deliverables.

RESPONSIBILITY DIMENSIONS:

- Sales Operations (OEP & CSP):
a. Supporting 2-3 strategic key salesforce related enhancement projects for OEP & CSP business along with MO team and IT

b. Support day to day CRM operational issues/activities for Marketing and Sales funnel, At least 2-3 enhancements per month for sales enablement.
- Change management and training of PA team /CSP team for salesforce related enhancement and initiatives.
- Become salesforce business administrator and work with IT for continuous innovation and improvements
- Support OEP/CSP sales/forecast related process and activities in salesforce, eg - To-Be process / record set-up

Tags

crm

operations

manager

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