Job Description;
CRM Online is a new function within the Dynamics organization and at this time there is a requirement for a committed, ambitious individual to join the team on a contract basis to support the build out of our longer term service offering. The activities described below will comprise the main body of work, but as with any new start any person on this team will be expected to support whatever activity is deemed to be most current or most impactful as assessed by the SD Manager so flexibility and willingness to adapt are key attributes.
This person will be expected to the support the key activities of the SD manager and will contribute towards establishing robust, consistent structures for the management of the teleweb model. This will include the following activities:
Business Intelligence (not reporting, although some use of existing reports will be required): using the available information sources (including some quantitative and some qualitative data) to support the decision making process and identification of key trends, areas of opportunity and areas for improvement in the delivery of the teleweb function. Also reviewing customer behavior to identify potential improvements to the experience or opportunities to optimize the overall process to maximize the CRM OL teleweb RoI. This is expected to be a sizeable part of the role initially but will ramp down thereafter.
Issue Management: end to end management of some (not all) issues raised by key stakeholders to the process (subs, partner community, LT) while building robust processes to ensure these are routed to the appropriate people/teams thereafter, and not by the SD function. Work with PMO to highlight issues with the all up service and track to conclusion
Communication: identifying mechanisms and content (e.g. DST roadmap) that should be visible to a wider audience and putting in place the necessary RoB to drive this. Also providing summary and business updates to existing forums such as the global LT based on deep knowledge of the teleweb model (training will be provided)
Business value reviews: at this stage of the process there are numerous operational activities on which we need to take decisions – this person would collate the information available and make recommendations on tools, processes and engagement best practices
Contingency: this person would act as a delegate for the SD Manager when required, engaging with the stakeholders and business contacts for CRM Online as appropriate
Process and System Roadmaps: this person will become an SME on the processes and tools used by the Teleweb team and co-ordinate requests for enhancements as well as proposing improvements based on their own analysis. They will own the roadmaps and ensure that the correct process is followed to manage these and communicate them to impacted audiences.
If interested in this position or any other project management or analyst roles please forward your CV to grace.haughian@cpl.ie or call Grace on 016146136 in the strictest of confidence.
If you know anyone in the PMO area (Project Managers or Business Analysts or Analysts) who is currently looking for employment, pass on my contact details.
