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CRM Operations Manager for Entertainment Company!

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Amazing opportunity for a CRM Operations Manager with Awesome Oracle skills!
Description below!


The CRM Operations Manager position is primarily responsible for sales support systems with an emphasis on Oracle OnDemand CRM and Call Center OnDemand, external websites, database maintenance, and daily support of the Sales Channels. This role will entail multiple facets of business operations including CRM system enhancements, data analysis and reporting, issue management, CRM system daily operations, data mapping, process documentation, customer service coordination, project management, testing, and database maintenance. This requires interaction with third party vendors as well as various internal teams including, but not limited to, Sales and Marketing Operations, Business Intelligence, Dealer Compensation, and Retail Services. This position will be accountable for providing ongoing detailed analysis of various Sales Systems, maintaining CRM system updates, identifying gaps in current processes, providing resolution for ad hoc issues, and becoming the subject matter expert for Internal Sales Systems, reporting and business processes. The CRM Operations Manager is expected to identify opportunities for process improvements and provide recommendations for future enhancements as well as review business requirements and provide best practice implementation recommendations to the business owner.

The candidate should have the following skills:

• Create Oracle OnDemand Custom Objects and supporting modifications to existing Objects to support business needs.
• Understand and analyze Image and Workflow systems and processes.
• Work with business units to successfully execute project plans while leveraging best business practices.
• Ability to find solutions to business requests for enhancements to sale systems that fall outside of standard system usage.
• Ability to prioritize projects based upon ROI and customer experience.
• Perform administrative functions for CRM systems and Image and Workflow processes.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, and decompose high-level information into details across all sales channels.
• Ability to manage relationships with external vendors driving deliverable due dates and minimizing costs whenever possible.
• Maintain current knowledge of systems and determine what future enhancements are possible within systemic capabilities.
• Evaluate business flows and determine points of failure for review.
• Perform intermediate configuration changes to business objects and workflows in CRM environment.
• Support daily operations and research as needed on escalated issues such as dealer metrics, Service Requests, and Lead generation.
• Must have extensive knowledge of Siebel Analytics or CRM OnDemand Answers reporting.
• Document analysis, project requirements, system configuration changes, production updates, and business processes.
• Perform User Acceptance Testing and test case creation.
• Proactively communicate with external and internal customers to analyze information needs.
• Successfully engage in multiple initiatives simultaneously.
• Work independently with users to define concepts and under direction of a manager.
• Strong analytical and product management skills required, including a thorough understanding of how to interpret customer business needs and translate them into application and operational requirements.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, and subject matter experts.
• Serves as the conduit between the customer community (internal and external customers) and the software development team through which requirements flow.
• Develop requirements specifications according to standard templates, using natural language.
• Collaborate with developers and subject matter experts to establish the technical vision and analyze tradeoffs between usability and performance needs.
• Act as a liaison between the business units, technology teams and support teams.
Qualifications:
• Bachelor's degree required
• Demonstrated hands on experience with Oracle CRM OnDemand and Call Center OnDemand
• Demonstrated ability to analyze complex issues and design appropriate solutions
• Demonstrated ability to create workarounds to meet business needs and leverage sales systems
• Experience with Salesforce.com configuration and implementation a plus
• Experience in Microsoft Office applications with expertise in Excel and Access
• Experience with reporting tools such as Cognos, SAP, Oracle, etc.
• 5+ years experience in sales operations or related environment (Reporting, Analysis, etc.) or as an Oracle Adminstrator
• Excellent communication skills, including the ability to tailor communication to audience to achieve desired results, and the ability to communicate effectively to Sr. Management.
• Strong problem solving and analytical skills, including a qualitative and quantitative skill set
• Capacity to multi-task and prioritize effectively
• Ability to establish strong working relationships within cross-functional team and utilize resources to complete daily tasks

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