CRM Project Lead  

This role will be responsible for managing and supervising the overall CRM System and related processes for Pilmico, ensuring the company can make the most out of the functionalities it offers. The role encompasses strategy, program management, change management and CRM operations.

Business Lead

• Spearhead development of CRM strategy and roadmap across the company
• Identify internal and external customer needs and pain points and offers ideas and insights for continuous refinement of the CRM system and processes
• Work closely with all impacted departments and stakeholders to ensure the CRM system works effectively, and meet adoption rate targets

Governance/Program Management

• Set the process and performance framework for CRM implementation
• Oversee CRM projects to ensure that the desired result is achieved, resources are used efficiently, and that the different interests involved are satisfied
• Coordinate internal resources and third parties for the flawless execution of projects
• Establish and maintain relationships with customers, internal stakeholders, and external third parties/vendors
• Report and escalate to management as needed
• Carry out professional measuring and monitoring, as well as provision of feedback on performance of business processes

Change Management

• Lead process change, organizational readiness, and advocate that CRM is not an IT solution but a tool to help an organization to better understand what their customers want and need·

DUTIES AND RESPONSIBILITIES:

• Develop overall CRM strategy and roadmap
• Establish, implement and monitor CRM execution framework
• Oversee CRM projects and makes sure these are delivered on time and within budget
• Establish change management process and tools to create a strategy to support adoption to the change
• Collaborate with others in the organization to ensure successful implementation of chosen problem solutions.
• Prepare management reports defining and evaluating problems and recommending solutions based on root cause analysis.
• Study and analyze information about alternative courses of action to determine which plan will offer the best outcomes by using different tools and methodologies aimed at providing solutions.
• Observe the current system in operation and gather and analyze information about each of the parts of component problems, using a variety of sources.
• Resolve user complaints and answer user’s questions regarding application, usages, policies and procedures.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Performs other job-related duties as assigned

EDUCATIONAL REQUIREMENT:

• Bachelor’s degree of any course.
• Experience in leadership, training, project management, sales, marketing, and CRM
• Strategic and analytically inclined personality
• Excellent written and oral communication skills
• Proficient computer software and data processing skills
• Must be able to create complex reports and present them in a professional manner
• Must be able to create training materials
• Must have the ability to convince, motivate users to adopt new technology
• Must be hard working and analytical

WORK EXPERIENCE REQUIRED:

• Minimum 1 month project management and CRM-related work experiences
• At least 1 year experience in leadership

JOB REQUIREMENTS:

• Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
• Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
• Dependability - Job requires having excellent attendance, being reliable, responsible, and fulfilling obligations.
• Integrity – Job requires consistency of actions, methods, principles, expectations, and outcomes.
• Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
• Cooperation - Job requires working or acting together as a member of a team for a common purpose or benefit.
• Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
• Initiative - Job requires a willingness to personally take on responsibilities and challenges.
• Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
• Persistence - Job requires persistence in the face of obstacles.
• Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
• Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
• Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.