Key Responsibilities:

•        Own project timeline of the assigned CRM projects, and align with the regional CRM program timeline and other involved IT platforms/projects 
•        Own the functional requirements and backlog for the APAC CRM platform in ensuring alignment across the region 
•        Assist in managing CRM initiative streams and successful delivery of CRM across APAC by closely engaging with the business stakeholders 
•        Upkeep regional CRM framework and best practice 
•        Advise new CRM enhancements and initiatives in improving customer engagement

•        Devise and manage project plan for assigned CRM initiatives 
•        Drive business requirement and design sessions for CRM initiatives 
•        Align with business in mapping out business and functional processes 
•        Advise business stakeholders on customer data matters and CRM platform functionalities 
•        Own and manage CRM requirement backlog 
•        Oversee delivery teams and vendors in carrying out design sessions, system demo. sessions, testing sessions, system deployment, and hypercare 
•        Work with business to plan and arrange change management for initiative deployment 
•        Document and consolidate functional requirements and design for the APAC CRM solution 
•        Identify areas of risk in the assigned projects and overall APAC CRM program, and develop plans to minimize such risk 
•        Work with specialist IT teams to align on performance, security and data sharing standards 
•        Advise adoption of Salesforce functionalities where applicable, instead of encouraging customizations that are hard to maintain and scale

Role Specifications:  

Academic / Professional Qualifications

- Bachelor degree or above, degree in Computer Science or Engineering preferred 

Work Experience

-        5+ years of experience in business analysis capacity with CRM delivery projects, experience with Salesforce preferred 
-        Experience in project management, business process mapping, functional requirement gathering, data sizing, functionality testing, and change management 
-        Experience in liaising with business stakeholders across APAC 
-        Good understanding of functionalities and limitations of Salesforce platforms including ServiceCloud, AppCloud, Heroku, MarketingCloud, Force.com 
-        Good understanding of Salesforce data sharing and visibility considerations and how these play into solution design 
-        Good understanding of digital platforms, integration concepts and solution architecture 
-        Good understanding of customer data model and data flow amongst integrated systems 

Required Competencies

•        Capable to own the functional design of a regional CRM platform in APAC with a long-term vision, but at the same time addressing immediate and short-term needs in a pragmatic manner 
•        Capable to manage delivery teams and vendors in order for assigned projects to be delivered on-time, under budget, and with quality 
•        Capable to advise Head of Program on project risks and issues, and stakeholder concerns 
•        Proactive in driving the CRM program forward and working together with stakeholders to tackle challenges in a positive and constructive manner 
•        Capable to handle and resolve conflicts among working parties, and deriving agreeable plans without losing focus in upholding the correct principles 
•        Capable to suggest innovations and design with a long-term strategic mindset