Dairy Farm International

CRM Functional Specialist

Dairy Farm International
Full Time
Quarry Bay
Non-specified
Intermediate (3-6 years)
Bachelor
English

Job Description

CRM Functional Specialist

Location: Quarry Bay 鰂魚涌

 The incumbent will be working within the Group IT team to play a key role in delivery of a new CRM initiatives, responsible for working requirements and defining solutions across multiple projects in the CRM space to deliver a compelling customer offer in collaboration with local IT teams and 3rd party vendors.

 

The Job

  • Work closely with business units to define requirements / user stories by understanding local business needs, providing best industry expertise and delivering innovative solutions to meet / exceed expectations
  • Consider both functional and non-functional aspects to define a solution that is adaptable to accommodate future requests whilst minimising technical debt
  • Strong focus on the customer experience to ensure solution provides business value and give input and direction to the overall business case
  • Define training plans to support successful and smooth implementation into local business unit teams
  • Develop strong working relationships across key business stakeholders and peers to shape requirements. Making clear the options available
  • Collaboration with internal IT teams and 3rd party vendors to develop a shared understanding of what needs to be delivered and working through challenges
  • Provide support and coaching to others – share experience around project management discipline, skills and competencies
  • Ensure effective knowledge transfer between teams, including from Development to Support to enable the on-going support of systems

 

The Person

  • A degree in Information System or a related discipline
  • A minimum of 5 years experience working in sizable company with a key role to associate CRM projects
  • Business and Operations Knowledge within Retail Industry (covering Food, Health & Beauty and Convenience businesses)
  • A proven track-record in leading change as a lead analyst in delivery of CRM solutions
  • Strong business and systems analysis experience including business process mapping, defining requirements/user stories, solution design and implementation
  • Experience in handling challenging stakeholders and adapting to changing circumstances
  • An ability to communicate effectively with stakeholders at all levels
  • Demonstration of working in a matrix team - across a range of IT teams focused on delivering the best outcome on time, within budget and to agreed quality standards
  • Driven through change in a complex and challenging environment
  • Fluent communication skills in spoken and written English

Technical Skills

  • Budgets
  • Client Relationship Management
  • Customer Service
  • Futures
  • Project Management
  • Training