CRM Lead

Il y a 3 mois


Brussels, Belgique Lyreco Temps plein

**Project Leadership & Implementation**
- Identify, document, and implement best practices for Customer Care processes, leveraging the capabilities of the new CRM platform.
- Develop a comprehensive project roadmap and ensure timely delivery.

**Stakeholder Management**
- Act as the primary point of contact for all key stakeholders, including senior leadership, IT teams, Sales, and Customer Care teams to coordinate and align the CRM platform with long-term business objectives.
- Provide regular updates to key stakeholders on project progress and address any issues or roadblocks.
- Develop and execute a comprehensive change management plan, including communication strategies, training programs, and support mechanisms to ensure smooth adoption of the system.
- Manage and coordinate with internal teams, external vendors, consultants, and country-specific leads to ensure a unified approach to the implementation.
- CRM Optimization
- Manage and optimize CRM functionalities to support Sales, Customer Care, and Marketing teams post-implementation.
- Drive CRM initiatives to improve customer engagement, operational efficiency, and data accuracy.

**People Management & Capability Building**
- Lead a team of CRM specialists and provide them with the necessary training, support, and development.
- Foster a collaborative and dynamic team environment.
- Ensure the team follows industry best practices in CRM management and data handling.
- Reporting & Continuous Improvement
- Provide regular status reports, including KPIs such as user adoption, system performance, and data accuracy.
- Analyze system data to inform business decisions and future CRM strategies.
- Propose enhancements to the CRM system based on feedback and evolving business needs.

**Experience and Skills**
- 3+ years of experience in CRM implementation and management (must include Customer Care), with a proven track record of delivering large-scale projects.
- 5+ years of experience at a senior management level in a Customer Care environment.
- Experience with at least two of the following CRM systems: Zendesk, Salesforce, and Dynamics.
- Strong stakeholder management and communication skills, with the ability to influence senior leaders and engage with technical and non-technical stakeholders.
- Experience working with cross-functional/multicultural teams and managing stakeholder relationships across multiple countries and regions.
- Relevant CRM platform certification is a plus.
- Strong leadership and organizational skills.
- Excellent communication skills with a strategic and analytical mindset.
- Adaptable and open to new ideas, with a passion for continuous improvement.
- Customer-oriented mindset with the ability to build strong relationships across all levels of the organization.
- Diplomatic and skilled in negotiation with internal and external stakeholders.

**Reasons to join LYRECO**:

- A full
- time job in a dynamic, passionate, international team
- Competitive salary
- Benefit system
- Hybrid work model
- ** This position is open for 3 locations - Gdansk/Poland, Marly/France and Brussels/Belgium.


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