CRM Implementation Manager

il y a 3 semaines

Valenciennes, Hauts-de-France Lyreco Temps plein

As a seasoned CRM professional, you will oversee the global support and improvements of our CRM platforms for Customer Care, Sales, and Marketing across 26 countries. This role requires a strategic thinker who can drive projects from initiation to completion, ensuring a seamless transition while enhancing the overall CRM capabilities.

Key Responsibilities

  • Lead the end-to-end migration from the current CRM tool to a new system for Customer Care across all business units, managing the process from planning through to go-live and post-implementation support.
  • Identify, document, and implement best practices for Customer Care processes, leveraging the capabilities of the new CRM platform.
  • Develop a comprehensive project roadmap and ensure timely delivery.

Stakeholder Management

  • Act as the primary point of contact for all key stakeholders, including senior leadership, IT teams, Sales, and Customer Care teams to coordinate and align the CRM platform with long-term business objectives.
  • Provide regular updates to key stakeholders on project progress and address any issues or roadblocks.
  • Develop and execute a comprehensive change management plan, including communication strategies, training programs, and support mechanisms to ensure smooth adoption of the system.
  • Manage and coordinate with internal teams, external vendors, consultants, and country-specific leads to ensure a unified approach to the implementation.

CRM Optimization

  • Manage and optimize CRM functionalities to support Sales, Customer Care, and Marketing teams post-implementation.
  • Drive CRM initiatives to improve customer engagement, operational efficiency, and data accuracy.

People Management & Capability Building

  • Lead a team of CRM specialists and provide them with the necessary training, support, and development.
  • Foster a collaborative and dynamic team environment.
  • Ensure the team follows industry best practices in CRM management and data handling.

Reporting & Continuous Improvement

  • Provide regular status reports, including KPIs such as user adoption, system performance, and data accuracy.
  • Analyze system data to inform business decisions and future CRM strategies.
  • Propose enhancements to the CRM system based on feedback and evolving business needs.

Requirements

  • 3+ years of experience in CRM implementation and management (must include Customer Care), with a proven track record of delivering large-scale projects.
  • 5+ years of experience at a senior management level in a Customer Care environment.
  • Experience with at least two of the following CRM systems: Zendesk, Salesforce, and Dynamics.
  • Strong stakeholder management and communication skills, with the ability to influence senior leaders and engage with technical and non-technical stakeholders.
  • Experience working with cross-functional/multicultural teams and managing stakeholder relationships across multiple countries and regions.
  • Relevant CRM platform certification is a plus.
  • Strong leadership and organizational skills.
  • Excellent communication skills with a strategic and analytical mindset.
  • Adaptable and open to new ideas, with a passion for continuous improvement.
  • Customer-oriented mindset with the ability to build strong relationships across all levels of the organization.
  • Diplomatic and skilled in negotiation with internal and external stakeholders.

Why Join Lyreco?

  • A full-time job in a dynamic, passionate, international team.
  • Competitive salary.
  • Benefit system.
  • Hybrid work model.

We are looking for a talented CRM professional to join our team and help us drive business growth through effective CRM management.

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