Job Description The CRM Senior Specialist is aimed to support Omnichannel Strategy – CRM area to coordinate the business as usual activities and to consolidate and evolve CRM landscape.
Besides the day-to-day CRM ongoing activities, this role is also focused on contributing to shape and build current and future technical/functional CRM capabilities to support business priorities and customer centric approach.
The position also requires the ability to effectively interact with a variety of stakeholders, both at local and international level.
Main Responsibilities: Responsible for data management and for processing data change requests with customer data. Ensure data collection and accuracy across CRM ecosystem. Understand CRM compliance with Data Protection and Privacy Laws (GDPR) and act in accordance with these when conducting CRM activities. Participate in data revision and data cleanse initiatives. Collaborate in data analysis and data system extractions. Perform data processing to ensure its quality and consistency across different associated systems. Build strong relationships with internal stakeholders to maintain understanding of business priorities and customer requirements. Provide support to the business as required to ensure all CRM initiatives are implemented effectively/efficiently to achieve objectives. Understand segmentation models to effectively deliver personalized experiences at scale. Proactively match business needs with existing technology capability, by showcasing local/regional best practices with key stakeholders. Encourage adoption of core systems and harmonized processes and highlight value in a business context. Actively participate and support CRM team with the delivery of CRM system requests and analytics through recommendations, guidance, engagement with internal customers and taking responsibility for delivery of outputs, as required. Work collaboratively with internal business stakeholders to drive the use of CRM across departments supporting the business strategy. Focus on building a strong mindset to optimize the use of CRM and a good understanding of the system to effectively deliver on CRM business requirements. Active role in key strategic CRM projects, both local and regional. Support the implementation, running and improvement of other CRM features and modules. Play a lead role by reviewing business requirements, proposing solutions and raising change requests to the development teams and performing technical UAT. Represent local CRM team in regular regional/global meetings and interact effectively with regional/global teams. Background & Experience: Bachelors or master degree (Engineering, Marketing, Business, etc.
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