深圳招聘

CRM Technology Manager

Purpose of the Job
Work closely with agency teams to provide reliable and high quality IT solutions to support the CRM activities inlcuding new user acuquisition, consumer data transfer and maintenance, data analysis, program execution and reporting.

Business Complexity / Context
Trading company with focus on infant powder
Limited numbers of SKU's
Highly competitive market
New company, many standard operating procedures to be developed
Market stretched out through mainland China, many local sales teams.
Big potential market but focus on a specific targeted consumer segment.
Using an innovative and unconventional Business Model
Specific policy of the country on population growth so focus on keeping the customer through all the stages of the products
WHO/ local regulation that may restrict activities towards target audience.

Areas of responsibility
Maintaining and updating the customer relationship database continually ensuring the highest level of data quality, reliability, usability and integrity
Maintain effective interfaces between different consumer touch points (hotline, SMS, website, social media, offline channels etc.) defining ETL process to meet the business requirement.
Continuely improve the process of consumer data capture, transfer, and maintenance by providing and implementing sutiable IT solutions.
Supporting the CRM manager to run customer loyalty and retention programs with professional technology and system tools.
Provide professional suggestions and lead and impement IT projects to optimize the CRM program processes, customer service (hotline) processes and consumer data insight analysis processes.
Stay in touch with the emerging technology in the CRM area and continuely provide suggestions on how it will shap the furture of business.

Main Accountabilities /Key Tasks
Continually improve system/process for new user acquisition to ensure the system reliability and usability as well as the data integrity.
Build up and enhance the right CRM architecture is support the CRM activities
Implement and monitor the data cleaning and de-duplication process on the CRM database to improve the data quality
Design and enhance the CRM database to support the growing needs of requirement e.g. mum get mum, points program etc.
Monitor the CRM applications (data capture application, data export application, interfaces between different consumer touch points etc.) to make sure they are up and running
Provide professional consultancy on imporvement of customer center operation and reporting
Ensure a securied enviroment on consumer data registration, data storage and exchange
Monitor and enhance the consumer response data feedback procedure from the CRM/Hotline/Marketing/Sales activities
Formulates policies, procedures, and standards relating to database/system management
Act as the second level of day-to-day user support and trouble-shooting assistance (first level will be the agency)
Managing the design, testing and delivery of all new system function and enhancements.
Facilitate and set up a reporting enviroment to support the performance tracking on database trend, campaign KPIs.
Take initiatives to proactively recommend the area of the improvement on the CRM process, system or database even ahead of the business needs arrives.

Knowledge
Min. 5 years of CRM system and database development, maintenance experience in multi-international company
Degree in Computer Science or business information system major is preferred
Strong in demonstrated ability to execute multiple, interdependent end to end projects identifying project objectives, creating requirements and solution design, managing schedules, tracking project progress, facilitating testing and determining and measuring success criteria.
Solid system / database implementation cases
Working in cross-functional project team is a must
Strong business sense and skillful to translate business requirement into system specifications
At least familiar with one of the CRM tools and operation experience
At least familiar with one of the reporting tool and operation experience
Skillful in MS tools - Excel, Powerpoint , MS project mangement, Viso
Fluent in Mandarin and English

Skills
Good analytical skills to enable an understanding of the companies processes and the use of its CRM data.
Strong project managent skill

Emmahr was founded in 2002. Based in Shanghai, Emmahr is a professional HR Services Provider who offers both enterprises and individuals professional and responsible HR solutions throughout China.

We focus on recruiting top-level management and technical talents in specialized
industries, such as FMCG,financial, manufacturing, automotive, information technology, etc.

Our consultants are not only experts in the local Human Resources market and job profiles, but also have a great understanding of the business areas that they serve.

We follow our recruiting guidelines and processes very strictly for every single recruiting assignment to ensure a highly qualified outcome. Emmahr is dedicated to finding the right person for the right job.

It is our goal to help your business efficiently withstand the ever-changing business environment.

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