⇒ Role Summary
This candidate will contribute to supporting & deploying CRM solution (8 local markets) which is integrated into the Regional CRM / Marketing Automation platforms. Works closely with key users with high level requirements, will contribute to design / testing / Support of the applications:
- CRM solutions: Acting as the 2nd / 3rd level support on CRM platforms - this includes Clienteling, Customer Data Management, Loyalty Engine, Customer Service solution - Salesforce Service Cloud (SFSC), etc.
- Marketing Automation solutions: Support day-to-day operations supporting different brands on executing marketing campaign accordingly on the Marketing Automation solutions like Salesforce Marketing Cloud (SFMC), Adobe Campaign, etc.
The role is a regional role, supporting 1690+ POS for 14+ beauty brands in 10+ markets in APAC, including Australia, Japan, Korea, Hong Kong, Singapore, Taiwan, Thailand, etc.
⇒ Main Responsibilities
- Manage the 2nd / 3rd level support tickets, perform analysis on the root cause and propose the resolution to the root cause as a result to lower down the number of tickets.
- Support the System Manager to manage Projects or sub-projects. Maintain project status and related documentation. Coordinate project related activities, including planning timelines, scheduling meetings, coordinating resources, and tracking performance.
- Perform analysis and design. Coordinate meetings and interactions with the business users to define and structure requirements. Participate in the analysis, definition and documentation of requirements in forms of business process flow, user story, etc. Lead the creation and documentation of detailed solution designs that are in-line with the existing technical environment.
- Develop applications. Interact with vendors to convert designs and specifications into computer programs following programming standards and best practices. Create test scenarios and run tests to find errors and confirm that application meet specifications.
- Test and Document. Perform testing, data migration, cleansing and review of code of related documentation as required.
- Technical production support of applications. Monitor performance of production applications and provide necessary support. Provide technical assistance by responding to inquiries from others markets regarding errors, problems or questions about programs.
- Train any required technical support staff to use, test, and support programs. Help structure the technical support of Retail applications.
- Program Deployment. Create deployment pac.kages and deployment-related documentation.
- Facilitate the transition of programs from development into production.
- Coordinate with Markets to transfer projects ownership towards local support & maintenance - create reusable assets by the markets.
- Ensure the service delivery of these regional POS CRM Application Systems applications and the performances.
- 2nd level support of CRM / Marketing system in Asia Pacific.
⇒ Qualifications & Experience
- University degree in Computer Science, Information Systems or related field.
- At least 3 Working Experience in supporting system operations (in Retail or Luxury Retail industry would be an advantage).
- Have excellent communication skills, experience working directly with end users, understanding business & translating requirements into solution, curious, pragmatic and proactive, and the ability to work independently.
- Structured, able to provide regular and consistent reporting.
- Understanding of technical environment (Salesforce Service Cloud, Salesforce Marketing Cloud, MS SQL, BI, etc), and ability to help structuring technical support.
- Very Good functional understanding of retail & wholesales Business and POS / CRM topics - 1st experience on Retail projects preferable - already exposed to Retail / CRM.
- Good design skills - ability to structure and formalize requirements with key users, and translate into detailed design for vendor quotation and development.
- Excellent communication skills - Good spoken English required.
- Willing to manage many different sub-projects at the same time.
- Willing to work in a multi-brands and dynamic organization.
- Strong technical skills mixed with good business understanding.
- Good command of Mandarin is an advantage in order to effectively communicate with Mandarin-speaking stakeholders.
