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Is responsible for, execution, and continuous refinement of Omni channel customer Relations management system rollout and the development of process flows, roadmaps, knowledge management and customer relationship strategies focusing on providing seamless customer experience. This position demands extensive cross-functional collaboration, good communication skills, excellent project managerial skills, creative skills, and a project-focused aptitude that will enable effective execution of multiple responsibilities and deliverables vs. timelines and budget.

Project Overview

Oversee project team, working closely with all stake holders and mitigates any risk to successfully deploy project within timeline given from pre- planning stage to post-implementation. Ensure appropriate digital deliverables for all customer facing omnichannel support is powered by a sophisticated solutions system, including ability to incorporate knowledge base for internal team reference. Oversee creation of business processes with unified workflows against customer inquiry, customer journey, retention, churn, loyalty and campaigns/sales driven programs. Accountable to drive overall progress, and coordinate use of resources smartly, resolving conflicting and revising time demands where necessary

Practice Management

Understand infrastructure of all CRM feeds and transactions flowing in and out of CRM program management tools vs. various channel of inputs from front office, middle office and back office. Comprehend business requirements and implications of different technical aspects of the project and is able provide guidance to all stakeholders on the best adaptation for the various depts/users Roll out top notch quality and compliant processes at all project engagement level Constantly evaluate and redesign project deliverables as required, involving specific stakeholders for decisions as required.   Assigns tasks to project members appropriately providing opportunity to perform and grow positively. Enforce standard policies and procedures for smooth project management and roll out. Ensure CRM is able to provide effective sales funnel for insight sales and cross-selling capabilities in the future, while forecasting future capabilities of the CRM. Suggest new methods to address customers’ needs / inquiries providing efficient ways to measure customer satisfaction / dissatisfactions timely. Manage the business requirements, production of deliverables, UAT planning / roll out are in line with the project plans. This may include drafting standard project documents, e.g. PIDs.

Communications & Collaboration

Ensure all stakeholder are well informed at all times of any updates and progress with relevant change management activated, as required. Foster collaborative and positive working relationships with all major stakeholders, reporting upwards to senior mgmt. team on progression of project timely. Champion regular team meetings and solicits input from team from all levels of the project Ability to represent project team in discussions, presentations and update meetings to business as required.

Reporting

• Timely update on utilization, create pipeline timeline commitments and ensure project deliverables are on time.
• Ensure business-wide consumer analytics and behavioral reporting is made available in the CRM
• Ensure correct analytics to measure relevant metrics and trends are built in and system dashboard made available as per business requirements / user requirements.

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