Dgm - CRM

3 weeks ago

Mumbai, India DP World Full time

Position Name : DGM CRM

**Key Responsibilities**
- Manage the CRM team - Administration, Governance, Training etc
- Provide dashboards to leadership with business intelligence based on which reviews and actions can be taken
- Ensure adoption, governance and usage with all Business Units and making data/intelligence a part of the review process
- Responsible for maintaining the CRM system including updates, enhancements, building reports, managing dashboards, workflows, and security.
- Manage licenses for users and ensuring usage of the same
- Creating or updating training manuals for every process in CRM
- Enforcing new and existing user adoption by monitoring login history
- Proactively call out for queries / doubts with the relevant stakeholders involved/ identifying & communicating error made by users to ensure it gets corrected and trained to avoid repetition
- Ensuring help-desk support to all system users and escalating to I/T if required.
- Working with I/T on development/enhancement implementation and back-end integration
- Provide ideas and suggestions in improving the process & support documenting of new procedures.
- Ensure timely completion of tasks with accuracy of the data as per instructions and business needs

**Skills and Competencies**
- 10-15 Yrs Experience in CRM
- Should have background of analytical skills
- Stakeholder Management
- Kiosk Management
- Understand sales and commercial process
- Preferably from Logistics / Service Industry

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