IT CRM Project Manager

Job Description

CRM IT Project Manager

JOB PURPOSE

 

The CRM Project Manager, reporting directly to the Chief of Digital CRM in Information Department, provides guidance on how to maximise CRM capabilities for both attended and unattended channels (ie Contact Centre, B2C and B2B interactions)

 

KEY RESPONSIBILITIES

 

•       Ensures the CRM provides effective capabilities to provide guidance in both caring and selling processes

•       Analyzes the current CRM technologies and assesses if it’s fit for purpose and the goals of the organisation.

•       Gives support in planning, managing and delivering multi-channel, digital CRM marketing projects

•       Gives support in defining a technology roadmap to ensure the consistency of customers’ data

•       Drives the development of CRM projects coordinating internal and external teams

 

JOB REQUIREMENTS (skills, competencies, experience)

 

•       At least 5 years’ hands-on experience in similar roles or equivalent experiences in Management Consulting Companies

•       Strong knowledge of CRM and analytical products (at least 2 amid Salesforce, Sugar CRM, Oracle Marketing Cloud, Eloqua or Saleforce Cloud Marketing, Eloqua, Sitecore, Oracle Service, Microsoft CRM, Pagasystems, SAS    Customer intelligence, Liveperson, Genesys Premier)

•       Must have a strong functional and technology outlook and the ability to manage project delivery through internal and external stakeholders

•       Excellent understanding of CRM principles in a B2B and B2C environment

•       Excellent understanding of customer analytics practices and capabilities

•       Excellent knowledge of main metrics of attended and un-attended channels (ie CRM and digital sales channels)

•       Good understanding of UX principles

•       Excellent knowledge of English, Italian is a preference      

 
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