CRM & Digital Customer Experience Supervisor

Anadolu Efes

This role is ultimately responsible and accountable all business aspects (i.e. technical, operation, economical) of the requirements and analysis phase of CRM and Digital Customer Experience projects and respective change management processes. The role will also be responsible for ensuring that the final deliverable of a CRM and Digital Customer Experience solutions meet all of the intended needs of the business.

QUALIFICATIONS

• Bachelor’s Degree in mathematics, engineering, statistics or any other relevant field,
• Minimum 5 years experience in business analysis with global CRM implementation projects, strong insight in main foundational areas of CRM including but not limited to marketing automation, sales automation and customer service,
• Familiarity with ITIL/ITSM, certifications in ITIL, CMMI, SOX, COBiT, etc. is plus.
• Knowledge in SOA and enterprise integration including EDI and EAI,
• Leadership experience in supply chain, purchasing, e-commerce, logistics, manufacturing, wholesale, retail environments,
• Experience in Salesforce, SFE, CRM, B2B, e-commerce, BPM, web and mobile based systems,
• Experience in developing and managing custom built .NET / Java based applications,
• Experience in data gathering and facilitation techniques (i.e. meetings and JAD sessions)
• Experience with requirements management, use case and modeling tools,
• Knowledge of the SDLC models / methodologies, IT systems and processes, methodologies and their direct implementation to projects,
• Strong analytical and planning skills with software development projects,
• Resilient under unexpected circumstances and pressure,
• Fluency in English is a must.

MAIN RESPONSIBILITIES

• To perform requirements gathering and analysis to include: analytical techniques, interview techniques, data gathering techniques, current system documentation, business modeling methods, business process, rules and logic, data gathering to solve complex issues, development of implementation plans, development of requirements, joined application development (JAD) sessions and key analytical troubleshooting.
• To develop and implement test plans / scenarios to ensure successful delivery of a project.
• To support various business and technology teams as necessary during design, development and delivery to ensure solid, scalable, robust solutions,
• To communicate effectively in both verbal (i.e. day-to-day discussions, team meetings) and written (requirements and design specifications) form, as well as have an overall ability to be clear and concise in all communication
• To accurately assess the risks associated with each solution design / project.
• To support the development of team members from a professional and technical level