Description
- CBD Office
- Perm role
- Leadership & change skills required
The role of the CRM Team Leader is to lead and manage a small team to deliver required support and development of CRM tools, primarily Salesforce capabilities, and take on the ownership of our client's CRM and ITSM toolset.
This involves ensuring the Return On Investment and the tools being fit for purpose for front office staff to deliver efficiently. The CRM Team Leader will ensure that the CRM platform delivers key projects with the desired customer experience and maintains an effective roll-out rate.
Ideal Technical Background:
- CRM Leadership
- Experience in setting up and maintaining application data and architecture for an organisation using a CRM and/or ITSM platform.
- Enterprise-level business analysis and technology project management experience is highly desirable.
- The ability to present a clear and structured strategic vision to senior stakeholders.
- Experience in leading and managing a small in-house CRM and ITSM tooling team.
- Experience in managing and working with partners.
- Experience working in a Salesforce and Jira service desk environment is highly desirable.
- Teamwork Management
- Experience in managing team resources effectively for both planned and unplanned work.
- Manage individuals in an inclusive and engaging way enabling them to perform, develop, and grow and realise their potential - being empathetic, providing clear direction, and giving honest, fair, and considered feedback, seeking support where required.
- Deliver great outcomes through others across the organisation and in partnership with stakeholders and customers - being supportive.
- The ability to work with business stakeholders to determine and agree on prioritisation, work schedules, and setting realistic expectations.
- Practical experience in tracing and validating impacts and values between solutions and requirements.
- Experience managing workflow through an agile environment.
- Experience in managing outsourced work within time and budget as per scope.
- Salesforce Competence
- Salesforce Admin or Salesforce Cloud consultant certification would be a plus.
KPIs:
- Lead and develop the CRM team.
- Own and maintain the architecture overview of the CRM and ITSM environment.
- Provide strategic and high-level solution approaches to projects and senior stakeholders.
- Create and manage the work breakdowns to support the growth and development of the tools.
- Conduct regular reviews of the platform, procedures, and controls.
- Ensure maximised ROI on the platform.
- Produce Statement of Work for the deliverables of external contractors/partners.
- Manage business & technical relationships with partners and/or the company’s CRM & ITSM platforms.
- Able to negotiate with key stakeholders at a Senior level.
- Can work independently & collaboratively.
- A self-starter, passionate about finding what needs to be done and making it happen.
- Contribute to ad hoc tasks/projects as requested.
All applicants should be located in Auckland and have the right to work in New Zealand as our client cannot sponsor. If this role interests you and you have a background similar to the points above, please apply via the prompts and Paula Rae Broussard will be in touch soon! paula@momentum.co.nz