Our CRM team is in charge of maintaining CRM Capabilities and deploying CRM features on many Salesforce Service instances. These instances are tightly connected to our IS ecosystem: Retail, Data, Ecommerce, Clienteling ; via APIs and batches.
The CRM Project Manager is responsible for supporting and managing projects on integrated CRM solutions that enable an efficient and seamless customer experience across all channels. It includes Customer Referential, Marketing Automation platforms, Customer Care solutions, and all related CRM services: online booking, CTI telephony, loyalty engines, NPS...
**Responsibilities**
- **Support to CRM Production activities (50%)**
- Support CRM teams & Customer Service teams with their usage of Salesforce Service Cloud
- Maintain and roll-out tools for Customer Service, Loyalty, and Clienteling
- Analyze, qualify and fix incoming support requests
- Ensure seamless communication between teams and level 2 to regions
- Organize regular meetings to review backlog, identify risks and share progress
- **Project Management (50%)**
- Translate marketing business requirements into workflows and/or reports
- Gather requirements for new functionalities / process change
- Provide requirements and/or specifications for development
- Coordinate UAT and user training
- Conduct trainings for key users
- Deploy and ensure hypercare transition to support
**Experience**
- 5+ years of experience in CRM Domains
- Experience with Salesforce Service Cloud is a must:
- Salesforce Administrator certification
- Security Management (Profiles, Sharing, MFA )
- Flow builder
- Connected Apps and webservices (REST/SOAP)
- And ecosystem: Data loader, ORGanizer, Inspector
- Experienced in international/multi-brands context is a must
- Experience with Salesforce Marketing Cloud, Adobe Campaign or similar CRM platforms ; is a plus
- Project management and Agile project management methodologies is a plus
- Basic SQL Relational Database and Excel Analysis experience
**Soft Skills**
- Ability to work on multiple projects simultaneously, independently with supervision
- Ability to analyze and summarize
- Entrepreneurial spirit, can-do attitude, curiosity, tenacity
- Ability to pick up new tools and processes quickly
- Innovation including implementation of emerging technologies
- Strong interpersonal and organizational skills; proactive team player
- Excellent communication and presentation skills
- Fluent English, French is a plus
- Deals with confidential information and/or issues using discretion and judgment
**Communication & Collaboration**
- Ability to talk to people at all levels of the organization and across the technical landscape
- Capacity to adapt the level of communication and synthesize information according to the audience.