CRM Analyst

by Sowmyah Narayanan in Information Technology    8th Mar, 2021       Hong Kong, Hong Kong, Hong Kong SAR

CRM Analyst

Introduction:

This role focuses on daily IT support of Asia’s CRM initiatives and providing end user support and administration on current POS system and CRM integration.

Responsibilities:

Participate in specific support activities, such as:
o Managing and resolving Service Requests/ Incident tickets within SLA target
o Provide daily support for CRM and marketing end user 
o Manages typical administrative functions including user account maintenance, data fixing, configuration and CRM integration (API, ETL & third-party applications) 
o Provide incident report and review with team leader for improvement and development  
o Gathering and analyzing business requirements for small change requests
o Follow the change request policy and approval process for any changes/ fixing in production environment
o Developing and maintaining strong relationships with key business stakeholders to ensure a good understanding of business drivers and priorities
o Perform unit tests, regression tests, data validation and integrated tests (API, ETL process & eCom integration)
o Effectively communicates with IT team members, vendors and 3rd party developers to ensure that technical solutions meet business requirements
o Develops training documentation and delivers end user training to enable the effective use of CRM in POS system
o Monitoring (internal) user satisfaction and actively seeking opportunities to improve user experiences through service and process improvements

Requirements:


• Experience:   

o Minimum 3 years related software/application support and implementation experience in an IT organization in retail or CRM related apps
o Participated in implementing IT application projects

• Education:   

o Degree holder in Information Systems, or related discipline

• Skills: 
o Deep knowledge of CRM domain and processes (with proven track records of participating in CRM implementations
o Solid knowledge and experience in customer database, customer loyalty and POS system 
o Functional knowledge of Microsoft Office, project Management tools and ITSM tools
o Ability to interact effectively at all levels of the organization; Strong customer, quality, results orientation.
o Ability to articulate ideas, comprehends written and verbal communications, and possesses solid presentation skills. 
o Fluent communication both written and spoken, in English
o Proactive & positive with passion to make things happen
o Experience with below a big plus:
Ogilvy CRM , Oracle XStore, ORCE, HP ALM ,My SQL , MS Access ,Postman API  ,weblogic

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