As the Customer Relationship Management (CRM) Process Analyst, you will play a crucial role in optimizing our CRM processes, identifying areas for improvement, and implementing efficient workflows to enhance our customer relationship management capabilities. Your expertise in process analysis, data-driven insights, and CRM best practices will be instrumental in ensuring the successful development and deployment of our new CRM system.
QUALIFICATIONS & EXPERIENCE:
- Bachelor’s degree in Business Administration, Information Technology, or a related field
- Proven experience of at least 5 years as a CRM Process Analyst or in a similar role, with a focus on CRM development projects.
- CRM certifications (e.g., Salesforce Administrator, HubSpot CRM, Microsoft Dynamics) are a plus.
- Project management experience with a track record of managing and delivering CRM process improvement projects.
- In-depth knowledge of CRM processes, functionalities, and best practices, with hands-on experience in CRM system implementations.
- Proficiency in process analysis methodologies and tools, with experience in process mapping and optimization for CRM systems.
- Strong data analysis skills, including the ability to interpret CRM data and provide actionable insights.
SPECIALISED SKILLS, TECHNICALS/LEARNED DISCIPLINE:
- Excellent communication and interpersonal skills, with a proven ability to collaborate with diverse stakeholders, including technical teams and business users.
- Exceptional analytical, verbal, and written communication skills.
- Critical attention to detail with a high level of accountability
- Ability to adapt to a dynamic environment.
- Excellent interpersonal, problem-solving, and troubleshooting skills.
- Excellent decision-making and team-building skills.
- Ability to meet stringent deadlines.
- Excellent customer service skills.
CRM Process Analysis and Mapping:
- Conduct a thorough analysis of existing CRM processes to identify pain points, inefficiencies, and opportunities for enhancement.
- Create comprehensive process maps, flowcharts, and diagrams to visualize and document CRM workflows and interactions with other business functions.
Process Improvement for CRM:
- Collaborate with stakeholders, including sales, marketing, customer support, and IT teams, to gather requirements and identify CRM process improvement opportunities.
- Utilize CRM best practices and industry standards to streamline CRM processes and enhance user experience.
Data Collection and Analysis for CRM:
- Collect and analyze data related to CRM performance, user activities, and customer interactions.
- Interpret CRM data to provide actionable insights that drive data-informed decision-making and customer-centric strategies.
CRM Implementation Support:
- Support the CRM development team in implementing process changes and system enhancements based on approved improvements.
- Ensure that CRM processes align with business objectives and user requirements.
Cross-Functional Collaboration for CRM:
- Collaborate closely with cross-functional teams, including developers, data analysts, and business stakeholders, to ensure seamless integration and alignment of CRM processes with overall business objectives.
CRM Training and Adoption:
- Assist in developing training materials and conducting training sessions for end-users to ensure a smooth adoption of the new CRM system and optimized processes.
- Provide ongoing support to CRM users, addressing inquiries and troubleshooting issues related to CRM processes.
Continuous Improvement for CRM:
- Foster a culture of continuous improvement within the CRM team, encouraging innovative ideas and proactive problem-solving.
- Regularly review CRM processes to identify additional opportunities for optimization and enhancement.
Documentation and reporting for CRM:
- Maintain detailed documentation of CRM process analysis, improvement plans, and implementation outcomes.
- Generate reports and dashboards to track CRM performance metrics and the impact of process improvements on key business indicators.
- Maintain high productivity.
- High levels of accuracy.
- Deadlines are consistently maintained.
- Confidentiality is maintained.
- Provide effective and efficient communication.
- Team satisfaction.
SPECIAL CONDITIONS ASSOCIATED WITH THE JOB
- Normal office environment
- Very high paced environment
- Required to work outside of normal working hours as required.
- Deadline Driven
- Hour of work – Monday to Friday 8:00 a.m. – 5:00 p.m.
These responsibilities may be reviewed and updated from time to time to keep aligned with the company’s needs.
Application Deadline: Tuesday, August 29, 2023
YELLO MEDIA GROUP LTD RECRUITMENT POLICY NOTICE:
Under the Cayman Islands Data Protection Law, Yello Media Group (Cayman) Ltd need explicit consent from individuals to process, collect and store your data for the purpose of evaluating your suitability for potential employment with the company. Yello Media Group (Cayman) Ltd is committed to being compliant with all applicable Data Protection Laws to keep your information private and secure. As part of the job application process with Yello Media Group (Cayman) Ltd it is necessary that you read our Recruitment Policy: Yello Media Group Ltd Recruitment Policy Notice and confirm your consent to share your personal data to enable Yello Media Group (Cayman Ltd) to evaluate you for the purposes of potential employment.
Please select the box on the application form confirming that you have read and understood our Recruitment Policy and freely give your consent to share your personal data with us prior to pressing the Submit Application.