CRM Analyst

Job Description:

Goal of the position:

CRM Specialist (Customer Relationship Management) allow Businesses and CO-Customer Operations CRM tool users to manage business relationships, the data, and information associated with them.

CRM Specialist is also the first contact line for Businesses and CO users.

From person on this position high level of customer service, prioritization and teamwork skills will be required.

Service delivery provided by CRM Specialist contains Americas CRM cases processes to analyze negative trends or delays in the process to identify root causes enabling identification of proactive improvement opportunities.

Also understanding, validating detail market and customer requirements and industry standards in respect to CRM and to translate these into technical and process specification.

Being in contact with other CRM Tier Level teams (2nd Level or Business Liaisons) to represent the CRM GSC Americas Analysts to ensure alignments.

The CRM Specialist understands better a variety of requests in Salesforce and integrated with SAP.

CRM Specialist is the expert in the CRM area knowledge.

Duties and responsibilities:

• Responsible for monitoring respective CRM work queues for new CRM Americas requests
• Issue resolution, respecting the cycle time, leveraging workload within a team to meet Service Level Agreements (SLA)
• Managing Reports/dashboards, public groups and Americas queues within Salesforce platform.
• Identify opportunities to improve data quality and reduce tasks cycle time. Recommendations for ongoing process improvements to drive efficiency and maximize value realization.
• Analyze negative trends or delays in the process to identify root causes enabling identification of proactive improvement opportunities.
• Coordinating and supporting team strategy and supporting transitions upon business directions in close cooperation with team leader.
• Creating metric reports and other adhoc analysis related to CRM Americas management in order to support business and CO decisions.
• Training and consulting internal customers and coworkers in order to obtain proper inputs and raise the knowledge.
• Manage their respective teams' End To End processes including followup and escalation of issues if needed to meet SLA.
• Responsible for managing CRM projects inbetween Business Groups/ CO/ Customers/ CRM
• Responsible for completing assigned projects and tasks within SLA targets
• Could take on some Team Leader responsibilities during CRM GSC AmericasTeam Leader absence
• Continuous improvement of processes and Lean Six Sigma project coordination.
• Other tasks from the CRM area challenges supporting business growth in terms of CRM management commissioned by team leader.
• May be required to travel internationally if needed.
• Act according to 3M regulation and policies

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