Global CRM Analyst - Automotive
I am currently recruiting for a Global CRM Analyst to work for a prestigious Automotive client based in Whitley, Coventry. The CRM Design Analyst is a first line report of the Ownership & Retention Senior Manager, who in turn reports to the Customer Processes & Operations General Manager. This role requires cross department working in order to define and drive new requirements and processes that will develop and deliver the objectives of the Future Customer Experience Programme. This role resides in the company's headquarters in Whitley, supporting all of the markets in which the client operates.
3 KEY SKILLS REQUIRED:
1)Strong Customer Journey mapping experience.
2)Proven track record of delivering business requirements documents for CRM processes
3)Experience of working successfully with technical design teams to ensure that the delivered CRM design matches the business requirements document.
1)Define detailed business requirements for customer data processes in relation to the Future Customer Experience (FCE) programme and SV-CRM.
2)Define detailed business requirements for customer data processes in relation to ecommerce (on-line sales), Customer Portal and SV-CRM, plus any other customer facing digital landscape that may be impacted.
3)Design end to end process flows at data field level to ensure the technical requirements are fed into FCE, Customer Portal and SV-CRM programme teams in sufficient detail to enable technical design.
4)Work with the Global CRM team (MR2) to ensure alignment to current process scope.
5)Ensure Customer First principles are baked into the FCE and ecommerce process scope. e.g. consistent customer journey and recognition across channels, data synchronisation, and shared updates to retailers to ensure single view of customer is consistent.
6)Ensure relevant changes required in each programme are specified and scoped under version control to ensure all related programmes remain in sync.
7)Identify and raise process gaps and inconsistencies that impact customer or retailer experience, to be resolved by the wider business and IT stakeholder group with the affected markets. Deliverables
8)Business process mapping down to level 3-5 (transaction level) for each process area in the Customer Journey (e.g. Explore / Test Drive).
9)High level designs for each enhancement required in SV-CRM, eCommerce, Customer Portal
High personal motivation and desire to succeed - passionate, self-confident and committed. Self-starter: takes the initiative and does not need to be directly led. Strong communication skills. Supports positive change in the team, department and wider organisation for maximum impact. Challenges self to identify continuous improvement opportunities. Unquestionable personal and professional integrity. Open-minded and culturally sensitive. Ability to remain motivated within a fast paced and high pressure environment. Sets high professional standards for themselves and others.
Please send CV's through as soon as possible and call Ian Anderson to discuss the role.Advantage Resourcing is a service driven recruitment consultancy.