What You Can Expect:

• CRM Strategy & Continuous Improvement

• Identify business requirements, challenges, and opportunities to improve CRM processes and system usage.

• Support the continuous development and harmonization of CRM capabilities within the Business Unit.

• Evaluate the business impact of proposed enhancements and process changes.

• Represent Business Unit interests in CRM-related initiatives and governance activities.

• Business Demand & Change Management

• Consolidate recurring requests, identify trends, and assess business impact.

• Ensure that business requirements are properly captured through established support and ticketing channels.

• Drive the progression of relevant topics with Support, and CRM Product Management.

• Provide transparency regarding the status and outcomes of CRM-related initiatives.

• CRM Community & Stakeholder Management

• Actively participate in the CRM Coordinator Community.

• Communicate relevant CRM roadmaps, releases, and process updates to stakeholders.

• Foster collaboration between business users, and support team.

• User Adoption & Business Engagement

• Act as a CRM ambassador within the Business Unit and promote the effective use of CRM processes and tools.

• Support the rollout of new CRM functionalities by fostering engagement and business acceptance.

• Capture user sentiment, feedback, and adoption challenges.

• Collaborate with central CRM teams to ensure Business Unit-specific challenges and requirements are considered in communication and enablement activities.

• Data Governance & Quality Management

• Promote high standards of CRM data quality and process compliance.

• Monitor data completeness, consistency, and business usage.

• Support data governance initiatives and reporting requirements.

• Drive ownership and accountability for CRM data across the Business Unit.

• Opportunity & Pipeline Excellence

• Promote adherence to Air & Ocean Opportunity Management standards and best practices.

• Support pipeline transparency, forecasting accuracy, and opportunity data quality.

• Identify improvement opportunities based on pipeline performance, reporting insights, and business feedback.

• Lead Management

• Support the implementation and continuous improvement of Air & Ocean lead management initiates.

• Promote compliance with lead qualification and follow-up standards.

• Monitor lead management challenges and advocate for process improvements where required.

• Act as the key liaison between Air & Ocean stakeholders and the central CRM organization regarding lead management requirements and improvement opportunities.

• CRM Reporting & Commercial Insights

• Support Air & Ocean reporting requirements within CRM and related Power BI solutions.

• Promote data completeness and consistency to ensure reliable sales reporting, forecasting, and pipeline analysis.

• Collaborate with sales management and stakeholders to improve data-driven decision making.

What You Bring:

• University Degree in Business Administration or other related fields

• Experience with CRM systems is a must

• Minimum of 2-3 years' experience in Customer Relationship Management is preferred

• Proficiency in using office software and tools (e.g., Excel, Power BI, etc.)

• High attention to detail and organizational skills

• Strong stakeholder management skills

• A proactive approach to problem-solving and team collaboration

• Adaptability and flexibility in a dynamic work environment

• Excellent written and verbal communication in English