CRM Support Executive (ID: 707430)

Key Responsibilities

1. CRM Operations & User Support

·       Provide first- and second-level support for CRM users across all markets.

·       Investigate, troubleshoot, and resolve CRM-related issues and service requests.

·       Monitor CRM system performance and escalate issues where necessary.

·       Work closely with vendors and technical teams to resolve incidents and defects.

·       Track and manage support tickets to ensure timely resolution and communication.

2. CRM Administration

·       Manage user access, roles, and permissions in accordance with company policies.

·       Support user onboarding and offboarding activities.

·       Maintain CRM configurations, master data, and system settings.

·       Perform routine system administration activities and health checks.

·       Ensure data quality, consistency, and integrity within the CRM platform.

3. Enhancement & Continuous Improvement

·       Gather enhancement requests and feedback from business users.

·       Analyse business requirements and propose process improvements.

·       Coordinate enhancement implementations with vendors and technical teams.

·       Participate in testing activities and validate system enhancements before deployment.

·       Support continuous improvement initiatives to increase CRM adoption and efficiency.

4. Testing & Release Support

·       Prepare test scenarios and test cases for system changes.

·       Execute System Integration Testing (SIT) and User Acceptance Testing (UAT).

·       Coordinate user testing activities and document test results.

·       Support release deployments and post-release verification activities.

·       Ensure changes are implemented with minimal disruption to business operations.

5. Training & Documentation

·       Develop and maintain user guides, training materials, and process documentation.

·       Conduct CRM training sessions for new and existing users.

·       Support adoption initiatives and promote best practices across the organization.

·       Maintain knowledge base articles and support documentation.

6. Stakeholder & Vendor Coordination

·       Serve as a key contact between business users, affiliates, vendors, and regional teams.

·       Provide regular updates on support issues, enhancements, and ongoing activities.

·       Coordinate vendor activities to ensure timely delivery of support and enhancements.

·       Build positive working relationships with stakeholders across all supported markets.

7. Data Quality & Reporting

·       Monitor customer data quality and identify data issues.

·       Support data cleansing and data maintenance activities.

·       Assist with CRM reporting and dashboard requirements.

·       Generate operational reports and metrics as required by business stakeholders

Qualifications & Skills

Education

·       Diploma or Degree in Business, Marketing, Information Technology, or a related discipline.

·       Minimum 3–5 years of experience supporting CRM systems or business applications.

·       Experience with SugarCRM, Salesforce, Microsoft Dynamics, HubSpot, or similar CRM platforms.

·       Experience providing application support and user training.

·       Experience working with business users and external vendors.

·       Exposure to retailer customer engagement platforms is advantageous.

·       Good understanding of CRM processes and customer lifecycle management.

·       Experience in quality assurance to conduct system testing (SIT/UAT).

·       Understanding system integrations and data management principles.

·       Proficiency in Microsoft Excel and reporting tools.

·       Familiarity with ERP, SQL, APIs, or CRM administration is an advantage.

Interested candidates who wish to apply for the advertised position, please click on “Apply Now”. We regret that only shortlisted candidates will be notified.

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