Job
Description
Location: Mumbai, Andheri Head Office Key responsibilities: CRM System Management Lead the end-to-end implementation of the CRM system, from requirement gathering to go-live, ensuring alignment with business objectives. Collaborate with cross-functional teams to identify user needs and configure the CRM platform to meet those requirements. Develop and execute implementation plans, including data migration, system customization, and user training. Oversee the migration of data from existing systems to the new CRM platform. Collaborate with IT and other relevant stakeholders to ensure seamless integration with other business systems, such as ERP and marketing automation tools. Implement automation features to streamline repetitive tasks and improve operational efficiency. Conduct UAT Test cases of the CRM system to identify and resolve any issues before deployment. Create comprehensive documentation of the CRM system, including configurations, customizations, and workflows. Develop user guides and training materials to support ongoing system use. Monitor system performance and user feedback to identify areas for improvement. Feedback management Contact Centre management defining the process, monitoring the effectiveness and training. Work with stakeholders to implement enhancements and optimize the CRM system over time. Reporting and Analysis: Create and maintain dashboards and reports to monitor key performance indicators (KPIs) related to customer engagement, sales, and marketing effectiveness. Utilize analytics tools to derive insights and make data-driven decisions. Qualifications: Proven experience in CRM administration and management. Familiarity with CRM platforms (e.g., Salesforce, Microsoft Dynamics, Adobe, Oracle, Clever tap, Microsoft CE, HubSpot or Similar). Strong project management skills with a focus on delivering projects on time and within scope. Strong analytical and problem-solving skills. Excellent communication and interpersonal skills. Ability to work collaboratively across departments. Thanks & Regards, Ankita Ghadigaonkar Assistant Manager Human Resources M: 88283 00920 E: ankita.ghadigaonkar@orra.co.in A: HOUSE OF ORRA, Plot B26, off New Link Road, Andheri (W), Mumbai 400053
