1 day old
2017-11-162017-12-16

CRM Center of Excellence Director

National Grid
Waltham, MA
  • Job Code
    20171966
Company
Description: Description About the Position:
The Customer Relationship Management (CRM) Center ofExcellence Director will be responsible for leading a team of experts inassessing CRM-related projects, standardizing CRM processes, and ensuring thedelivery of CRM best practices. The CRM COE Director ensures the business goalsand objectives of the COE are being met and that communication is managedseamlessly across the organization, while also manage the execution of thegovernance team.
Position Responsibilities (including but not limited to): Facilitate communication and direction of the executive leadership goals and vision Design, enable, and provide common capabilities Provide guidance and best practices to enable project success Catalog and share common functional modules to accelerate the development process Provide technical leadership through best practices Document and manage inter- and intra-solution configuration dependencies Set COE vision and strategy to serve the customer application expectations Review and approve changes to architecture, applications, design of CRM applications Report directly to and liaise with Customer tower lead on all technology requirements Provide and enforce common entity design methodologies and physical infrastructure Enable efficient, cost-optimized application development JobDimensions: Assess CRM needs across the enterprise Develop and deploy CRM solutions Provide leadership on the design and development of application solutions to meet business requirements, technology standards, and other identified needs LeadIT systems delivery with focus on meeting new and emerging CRM technologyapplicable to the utility industry M ·
Qualifications Knowledge & Experience Required:
Minimum of 10 years of Customer Relationship Management or related experience. 5+ years in a management position Demonstrated strategic planning, managing and delivering customer-focused business solutions Demonstrated management skills, exemplary analytic capabilities Knowledge & TechnicalKnow-how: Strong experience working Seibel and Salesforce Prior experience managing Salesforce implementations, upgrades, transitions Strong working knowledge of CRM applications within the context of Utilities and/or other regulated industries Experience leveraging critical thinking and exposure to change management principles Experience working in a customer centric mindset Depth in data driven marketing, segmentation, personalization and targeting techniques High degree ofproficiency in the Microsoft Office Suite Excellentwriting proficiency, visual design, and presentation skills required Ability tocollect, aggregate, manage and implement programs using a range of data setsand analysis techniques Excellent writtenand verbal communication skills Demonstratedanalytical and problem solving skills
National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
Job : Information Services Primary Location : MA-Waltham Organisation : Information Services Schedule : Full-time Job Posting : Aug 18, 2017, 2:23:37 PM Unposting Date : Ongoing

Categories

  • Engineering
  • Mechanical Codes and Standards
  • Manufacturing / Production

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CRM Center of Excellence Director

National Grid
Waltham, MA

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National Grid
Waltham, MA

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