About this role
What You Can Expect
1. CRM Strategy & Continuous Improvement
- Identify business requirements, challenges, and opportunities to improve CRM processes and system usage.
- Support the continuous development and harmonization of CRM capabilities within the Business Unit.
- Evaluate the business impact of proposed enhancements and process changes.
- Represent Business Unit interests in CRM-related initiatives and governance activities.
2. Business Demand & Change Management
- Consolidate recurring requests, identify trends, and assess business impact.
- Ensure that business requirements are properly captured through established support and ticketing channels.
- Drive the progression of relevant topics with Support, and CRM Product Management.
- Provide transparency regarding the status and outcomes of CRM-related initiatives.
3. CRM Community & Stakeholder Management
- Actively participate in the CRM Coordinator Community.
- Communicate relevant CRM roadmaps, releases, and process updates to stakeholders.
- Foster collaboration between business users, and support team.
4. User Adoption & Business Engagement
- Act as a CRM ambassador within the Business Unit and promote the effective use of CRM processes and tools.
- Support the rollout of new CRM functionalities by fostering engagement and business acceptance.
- Capture user sentiment, feedback, and adoption challenges.
- Collaborate with central CRM teams to ensure Business Unit-specific challenges and requirements are considered in communication and enablement activities.
5. Data Governance & Quality Management
- Promote high standards of CRM data quality and process compliance.
- Monitor data completeness, consistency, and business usage.
- Support data governance initiatives and reporting requirements.
- Drive ownership and accountability for CRM data across the Business Unit.
6. Opportunity & Pipeline Excellence
- Promote adherence to Air & Ocean Opportunity Management standards and best practices.
- Support pipeline transparency, forecasting accuracy, and opportunity data quality.
- Identify improvement opportunities based on pipeline performance, reporting insights, and business feedback.
7. Lead Management
- Support the implementation and continuous improvement of Air & Ocean lead management initiates.
- Promote compliance with lead qualification and follow-up standards.
- Monitor lead management challenges and advocate for process improvements where required.
- Act as the key liaison between Air & Ocean stakeholders and the central CRM organization regarding lead management requirements and improvement opportunities.
8. CRM Reporting & Commercial Insights
- Support Air & Ocean reporting requirements within CRM and related Power BI solutions.
- Promote data completeness and consistency to ensure reliable sales reporting, forecasting, and pipeline analysis.
- Collaborate with sales management and stakeholders to improve data-driven decision making.
What You Bring
- University Degree in Business Administration or other related fields
- Experience with CRM systems is a must
- Minimum of 2-3 years’ experience in Customer Relationship Management is preferred
- Proficiency in using office software and tools (e.g., Excel, Power BI, etc.)
- High attention to detail and organizational skills
- Strong stakeholder management skills
- A proactive approach to problem-solving and team collaboration
- Adaptability and flexibility in a dynamic work environment
- Excellent written and verbal communication in English