CRM Manager

 CRM roll-out
• Plan and Roll out CRM Case Management, CRM Pro and CRM Retail in the country involving all relevant stakeholders
• Ensure all required functional users are trained and have the roles assigned as agreed with the country & BU stakeholders
• Work closely with the BU Commercial Operations manager in conducting the UAT and managing the Go Live
 CRM usage
• Ensure the data entry of every account via the process in CRM - via single creation from the business and doing bulks uploads
• Ensure every account and project is introduced as a lead by the sales and has the accounts linked to them as involved parties
• Ensure all mandatory data is fed in the accounts and projects as per guideline from BU Commercial Excellence
• Ensure the usage of CRM Case Management regionally from all the countries
• Liaise with the BU Commercial Operations manager in highlighting system issues and raising approved regional change requests
 CRM adoption
• Understand all globally defined processes and current local processes in sales and complaints/enquiries
• Continuously assess improvements required to make CRMs user friendly within the scope of defined global processes
• Define useful dashboards/reports/data input/output to enhance adoption
• Own operational part of Sales Huddle, Customer Data, MOP collection etc that's critical to drive customer centric approach via CRM
 CRM operations
• Work closely with the relevant leads to ensure regular usage of all CRM for projects and case management
• Have monthly calls on reports and user adoption
• Address issue resolutions with BU and country teams on a monthly basis
• Plan and conduct CRM training when required
 Continuous improvement
• Co-create the CRM Roadmap - gather input for the region (new content, capabilities, process changes if any etc.), consolidate in building blocks and work with the BU & Global Product Owner to ensure enhanced levels of adoption and addressing needs of users across the market within the defined global mandate