POSITION DETAILS
Position Summary
Position Title: CRM Manager
The primary focus of this role is to drive growth through effective use of CRM systems by developing
and executing strategies to manage customer relationships, enhance customer satisfaction with key
focus on delivering value to the customers in terms of Commercial Excellence.
Principal Activities (in order of importance)
CRM Strategy and Execution:
• Design and implement CRM Strategies to Drive Customer Satisfaction and enhance User
experience
• Lead or participate in worldwide, cross-functional teams to address business or systems issues
relevant to CRM
System Configuration:
• Configure CRM as per agreed strategy and drive to accelerate its usage across business
• Driving continuous improvement in CRM related processes from quote to cash
• Modify existing approval process (Commercial DOA) workflow as per proposed changes
• Responsible for Master Data Management (MDM) within CRM and connected systems / tools
• Identify opportunities to enhance current processes after thorough understanding of existing
processes and toolset used
System Management:
• Administer and Optimize CRM platform (e.g. MS Dynamics)
• Ensure data accuracy, segmentation, and integration with ERP and other systems
• Train and support internal teams on CRM usage and best practices
• Become single point of contact and super-user / admin for CRM.
Customer Data & Insights:
• Analyze Customer Data to identify trends, behaviors, and opportunities.
• Develop or implement Dashboards / visualizations within dynamics for Sales Leaders, Product
Line Managers, Sales Managers, Market Managers, Finance Teams, and Top Management
• Evaluate information gathered from multiple sources (SAP BW, CRM, SAP, etc.), reconcile
conflicts, decompose high-level information into details, abstract up from low-level information
to a general understanding, and distinguish user requests from the underlying true needs.
• Maintain tools & scorecards to track key metrics and value captured.
CANDIDATE REQUIREMENTS
Knowledge Skills & Abilities
• Show a strong ability to solve problems creatively, through innovation & process re-engineering
• Good inter-personal, organizational, time management and analytical skills
• Manage multiple priorities; both as an independent problem solver and as a team player
• Excellent verbal and written English communication skills and the ability to interact
professionally with a diverse group / with all levels of management.
• Knowledge of integration between CRM and SAP systems (e.g., SAP)
• Familiarity with manufacturing sales processes
Education & Experience
• Degree in business administration (international business) or industrial engineering or an
equivalent qualification
• Minimum 8 years of experience in a configurator / administrator role in CRM (MS Dynamics or
equal)
• Technical proficiency in MS – Office suite with MS-Excel and MS-Power App is preferred
• Experience in Commercial processes
Work Environment & Benefits
• Office-based with flexibility for remote work
• Competitive salary and benefits including health insurance, retirement plans, and professional
development support
