CRM Associate

Mô tả Công việc
** PURPOSE
- Ensure the effective implementation of all CRM Platforms including (CRM Retail, CRM PRO, CRM Painter, CRM Campaign, CRM Case) with all necessary data points - users, price lists and CM%, LOA etc. and keep all necessary data points updated as per global/BU definitions.
- Be the single point of contact for coordinating all daily operational matters and analysis work and reporting i.e.- Prospect, Assortment Plan, Leads and Assignment of leads basis geography, Accounts and key account identification, Projects and projects status update, Quotations in the CRM as per defined process, Painter Prospect & Conversion, Customer Complaint / Queries management via CRM Case in term of SLA...
- Ensure the daily CRM support deliveries to all CRM users (200+ users in 2021 list) across all regions and serving both Project and Retail Channel with total supporting Gross Sales Value at (143 ME in 2019, 104 ME in 2020 and 132 ME in 2021).
** RESPONSIBILITIES
1. Process adherence
To perform below for All defined 5 Platforms of CRM (CRM Retail, CRM PRO, CRM Painter, CRM Campaign, CRM Case).
• Support on daily operational matters for all users (200+) for all regions, across channels (retail & project)
• Monthly/Quarterly/Annual CRM review process support to GTM Head -Projects as per defined templates
• Standard inputs for Sales and Marketing meetings and country IBP meetings (example: sales plan meeting, Sales Huddles...)
2. CRM Implementation and alignment to Global/ Regional guidelines
To perform below for All defined 5 Platforms of CRM (CRM Retail, CRM PRO, CRM Painter, CRM Campaign, CRM Case).
• Use of CRM for Prospect and Lead / Outlet / Assortment management - starting from Leads, flowing through visit records until closure
• Define and follow nomenclature, classifications and status updates in the CRM
• Coordinate with Professional Excellence on importing standard leads into CRM and assigning them as per geography/Key Account rules in the country
• Coordinate with Commercial Operations for all technical areas related to CRM and PaintSpec.
• Own all data interfaces and reporting in coordination with SESA Sales Insights & Analysis
3. Pricing and CM% setup in CRM Pro
To ensure Discount matrix approval maintenance and update for CRM PRO along the changes of RMC and Price / Discount policy.
• Prepare, setup and modify floor CM in CRM in coordination with country Finance at defined frequency
4. CRM issue & resolution
• Be single contact point to provide support to All CRM users upon operational issues (reaching out to BU for resolution).
5. Continuous improvement
• Record process improvement requirements with CE to ensure continuous improvement of CRM performance.