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Marketing, Full Time    Amsterdam    Posted: Monday, July 08, 2019
 
   
 
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JOB DETAILS
 

As CRM System & Tooling Development specialist, you will be part of the Systems team, one of the teams within the Partner Services Operational Excellence team in Central Partner Services. With both a product & commercial organization & 198 offices worldwide, Partner Services is responsible for B2B relationships with our partners.

The Systems team leads or is involved in global strategic system/tooling projects or projects where systems/tooling plays an important role & sets business requirements, maintain, innovate & owns/supports most relevant global tools & systems for Local Partner Services (incl. Hubs), such as Insights, pick-list, PS TED & CISCO/Bluephone.

The team has close relations with Product teams, the other Operational & Commercial Excellence teams, but also with the regional teams to understand their needs & needs for improvements.

As CRM System & Tooling Development specialist you have a passion for driving change, innovating systems & processes while continuously keep delivering an excellent service. Your role would be to drive innovation on relevant tools & systems for Local Partner Services; identifying improvement to existing systems used in Local Partner Services, but also identifying with other relevant teams potential new systems or tooling to use or explore.

B.Responsible

  • Research
    • Data driven system optimization to drive efficiency, Commercial growth & Partner Experience
    • Analyze system performance to identify improvement areas & select the best solutions;
    • Work closely with Commercial & Product Teams to feedback on issues & systems improvements on a global level;
    • Identifying user & business needs by utilizing both qualitative & quantitative research methods to improve the existing tools used within Local Partner Services;
    • Initiate & test improvements on existing & new tooling;
  • Ideation
    • Create & build business cases to be prioritized with the development teams;
    • Identify technical changes for tools used within Local Partner Services but also by other teams or departments;
    • Join projects where systems/tooling plays an important role within connected departments such as Customer Service & Credit Control;
    • Collecting feedback from local & central teams, prioritize the issue & create user stories to escalate to the LPS Innovation product team;
  • Rollout facilitation
    • Setup & support rollout plans for new projects and/or developments, including testing;
  • Project / Program management
    • Be able to run a program independently;
    • Stakeholder management with relevant Business Units & Verticals, including higher management;
    • Work closely with different teams (eg. product, process, business insights, voice, implementation) & the regions on new developments & system implementations on a global level;
    • Initiate & drive pilot programs to test new ways of working
    • Being involved in formulating vision & strategy for the PS Systems team
  • Support
    • 2nd / 3rd Line operational support & filtering of escalations;

B.Skilled

  • 3+ Years Experience in a Service department (partners/guests)
  • A proven track record in Project management coordination & ownership of projects, following them through from start to finish
  • Strong operation & commercial focus
  • Translate business needs into business opportunities which can be executed in small steps, & prioritize them according to business value & impact.
  • Result & Data driven, customer focused, proactive, creative & innovative.
  • Highly organised, pragmatic & results-focused; driven to manage projects full cycle.
  • Able to work well independently & within a team;
  • Building relationships & stakeholder management across different departments
  • Excellent communication, collaboration, & influencing skills
  • Strategic thinking; able to balance long-term vision with short- & medium-term goals.
  • Experience in working with database programs (e.g. MySQL/Hadoop);
  • Good communication, problem solving, documentation, influencing & analytical skills;
  • Well-organized with a critical mindset & a hands-on mentality;
  • Work well under pressure, adapting & responding to changing situations;
  • Ability to operate in a fast paced, dynamic environment;
 
 
 
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