CRM Executive

Brief Summary

Join a dynamic team as a CRM Operations Specialist, where you will play a pivotal role in supporting users and enhancing system functionalities. This position offers an opportunity to contribute to continuous improvement initiatives and ensure optimal CRM performance.

Responsibilities

• Provide first- and second-level support for CRM users across all markets. Investigate, troubleshoot, and resolve CRM-related issues and service requests. Manage user access, roles, and permissions in line with organizational policies. Monitor CRM system performance and escalate issues as needed. Gather enhancement requests and feedback from business users to propose process improvements. Develop and maintain user training materials and documentation. Conduct CRM training sessions for users to encourage best practices. Prepare test scenarios and execute System Integration Testing (SIT) and User Acceptance Testing (UAT). Maintain data quality, consistency, and integrity within the CRM platform. Coordinate user testing activities and document outcomes. Serve as a liaison between business users, vendors, and regional teams. Assist with CRM reporting and generate operational metrics for stakeholders.

Requirements

• Diploma or Degree in Business, Marketing, Information Technology, or a related field. Minimum of 3-5 years of experience in supporting CRM systems or business applications. Familiarity with CRM platforms such as SugarCRM, Salesforce, or Microsoft Dynamics. Understanding of CRM processes and customer lifecycle management. Strong analytical and problem-solving skills, with attention to detail. Proficiency in Microsoft Excel and experience with reporting tools. Excellent communication and interpersonal abilities with a customer-centric mindset. Ability to manage multiple priorities effectively in a fast-paced environment. Proactive and adaptable, with a willingness to learn and improve.