CRM Technical Manager - SalesForce

Location: Mumbai, Andheri Head Office

Key responsibilities:

CRM System Management

• Lead the end-to-end implementation of the CRM system, from requirement gathering to go-live, ensuring alignment with business objectives.
• Collaborate with cross-functional teams to identify user needs and configure the CRM platform to meet those requirements.
• Develop and execute implementation plans, including data migration, system customization, and user training.
• Oversee the migration of data from existing systems to the new CRM platform.
• Collaborate with IT and other relevant stakeholders to ensure seamless integration with other business systems, such as ERP and marketing automation tools.
• Implement automation features to streamline repetitive tasks and improve operational efficiency.
• Conduct UAT Test cases of the CRM system to identify and resolve any issues before deployment.
• Create comprehensive documentation of the CRM system, including configurations, customizations, and workflows.
• Develop user guides and training materials to support ongoing system use.
• Monitor system performance and user feedback to identify areas for improvement.
• Feedback management
• Contact Centre management defining the process, monitoring the effectiveness and training.
• Work with stakeholders to implement enhancements and optimize the CRM system over time.

Reporting and Analysis:

• Create and maintain dashboards and reports to monitor key performance indicators (KPIs) related to customer engagement, sales, and marketing effectiveness.
• Utilize analytics tools to derive insights and make data-driven decisions.

Qualifications:

• Proven experience in CRM administration and management.
• Familiarity with CRM platforms (e.g., Salesforce, Microsoft Dynamics, HubSpot or Similar).
• Strong project management skills with a focus on delivering projects on time and within scope.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively across departments.

Thanks & Regards,

Ankita Ghadigaonkar
Assistant Manager Human Resources
M: 88283 00920
E: ankita.ghadigaonkar@orra.co.in
A: HOUSE OF ORRA, Plot B26, off New Link Road, Andheri (W), Mumbai 400053