Crm Operator Firenze

Crm Operator
Firenze
Toscana, Firenze

Reports to : Implementation & Maintenance Coordinator Type of contract : temporary (12 months) Location : Florence, HQ CONTEXT The person will be inserted in the Global Field Force & Customer Engagement Systems structure, and will be part of the Implementation & Adoption Team. The CRM Operator is the CRM subject-matter expert and, as such, the point of contact for all users of the system. He/She will lead efforts for the continued education and support of the tool, ensure data quality and integrity, improve knowledge base of the tool and safeguard adherence to Global processes, as well as assist in resolving system-related issues. MAIN ACTIVITIES AND RESPONSIBILITIES Be an advocate for the CRM platform. Contribute to knowledge sharing across the regional teams and countries. Lead communication for platform and process changes. Draw up documentation (mainly in English) to illustrate how to use the CRM system, transferring policies and correct ways of working to drive consistent usage of the system. Prepare specific user guides, training materials or video tutorials to better explain specific system functionalities. Organize and hold training sessions on processes to increase efficiency of usage. Cooperate in the implementation of the CRM system in new countries/companies. Plan the roll-out of new modules in the affiliates. Assist CRM end-users in their daily operations. Assist in troubleshooting ad hoc issues. Escalate recurring technical issues to the relevant support team. Be the voice for process and platform improvements with the development area, collecting countries' specific needs. Support the Italian affiliates by cooperating with them for system data maintenance. JOB REQUIREMENTS University degree with preferable scientific background. Fluent in English (spoken and written). Good knowledge of Google Suite and Office Suite applications. Basic knowledge of SQL language. Knowledge of SalesForce.com applications is highly appreciated. Good analytical skills. Ability to manage several projects at one time with clear identification of priorities. Proactive attitude to drive projects to completion, with a spirit of initiative. Strong communication and interpersonal skills. Attitude to team working. Strong motivation. J-18808-Ljbffr