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Senior Manager, Direct Sales/CRM

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Our Direct Sales Operations Team is seeking a Senior Manager to join us in our El Segundo, California location. The right candidate will have experience managing CRM systems/applications including; Jacada and SalesForce.com. This person will be responsible for managing the creation of policies and procedures to maintain the systems as well as manage changes to the systems/processes and prior experience managing the teams of CRM Project Managers . Prior knowledge of call center operations/functions, scripting tool and SalesForce.com would be ideal. Experience managing the user acceptance testing for the CRM projects and participate in UAT efforts for the business by creating test cases and managing the UAT process a must as well. See below and Email resumes to rmartinez@aquent.com

The position will be responsible for developing, executing and managing strategic projects to launch and support our client's Direct Sales residential business. The Senior Manager will have the responsibility of managing projects and overseeing operational support for the Direct Sales channel including support of the CRM system. This position will be responsible for managing systems/applications including; offer changes, functionality enhancements, day-to-day support of CRM implementation and process improvements. The Senior Manager will have the responsibility of managing the team of PM working on the CRM system and ensuring employee growth.

The candidate will need to manage systems/applications including; Jacada and SalesForce.com. This person will be responsible for managing the creation of policies and procedures to maintain the systems as well as manage changes to the systems/processes. Prior knowledge of call center operations/functions, scripting tool and SalesForce.com would be ideal.

Responsibilities:
• Manage a team of PMs to support the CRM operations for the business
• Launch key initiatives by leading a project team consisting of internal and external resources, coordinating with third party partners (data aggregators, call centers, et al), and working with internal functional departments (Marketing, Sales, Customer Service, Home Services, Legal, IT)
• Manage and prioritize the roadmap to improve the Direct Sales business including launching new call centers, enhancing system functionality and implementing offer changes
• Manage the business by analyzing and communicating program results, recommend enhancements to achieve higher sales rates and reduce customer churn
• Evaluate business decisions to ensure they are in the best interest of customers and company goals
• Identify issues, provide solutions and report to Senior Management as needed
• Develop and maintain project documentation i.e. project plans, agendas, action item lists and business rules/requirements. Conduct best practices reviews to identify areas for improvement
• Prepare launch checklists, develop specification requirements and create contingency plans
• Manage the user acceptance testing for the CRM projects and participate in UAT efforts for the DS business by creating test cases and managing the UAT process
Qualifications:
· Bachelor's Degree and 10-15 years relevant experience (small and large-scale, multi-disciplinary Project Management, Business Analysis, Sales Operations, etc.) required
• Prior experience in sales operations or related industry
• Prior project experience related to CRM, Salesforce.com, Call Center
· Familiarity with call center operations and metrics preferred
· Demonstrated ability to analyze complex issues and design appropriate solutions
• Leadership qualities, including meeting facilitation, time management and organizational skills
• Ability to synthesize information and develop creative solutions to meet business objectives. Prioritize work and ensure department standards are met
• Strong problem solving and analytical skills, including a qualitative and quantitative skill set
• Demonstrated success in leading teams; work effectively with business and technical managers
• Ability to manage heavy work load, accommodate change and adapt accordingly
• Excellent communication skills, including ability to tailor communication
• Experience with public speaking and presentation skills
• Proficiency in standard MS Office applications
• Occasional travel required

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