الوظيفة : CRM Analyst الراتب / الأجر : في المقابلة مكان العمل : الدوحة ،قطر تفاصيل الوظيفة : 1- Oral Surgeon Specialist – Master of Oral Surgery – minimum 3 years experience with implant experience after master degree . 2- Endodontic Specialist – Master of Endodontic – minimum 3 years experience after master degree . 3- Dentist G.P female – minimum experience 3 years after Bachelor degrees . 4- Pediatric Dentist – female – minimum experience 3 years after master degree .Duties & Objectives: There are 2 key challenges in this role of 1. Enhancing MIS/Reports tools available to NBKA (Sales, After Sales, CRM-Marketing) through identifying & developing MIS, trackers, intranets & automation for departments and producing detailed analysis to provide recommendations to enhance operational & business development of division 2. Improving the performance of CRM services, through forecasting the relevant business activity and estimate resource requirements to ensure optimum cost-effective use of resources like scheduling & workforce management. CRM specific responsibilities: • Provide full spectrum of MIS/reporting for CRM, covering the defined KPIs and related activities • Generate report from CMS- AVAYA and work closely on CMS to improve the utilization and productivity for CRM Team • Building custom reports and dashboards specific to job function • Maintaining control of access rights, security setting, and user privilege • Generating detailed process maps for Sales, CRM-Marketing & business workflows • Regular review and update for CRM Processes • Support to build staff performance review and measure the targets. • Customer Database Cleansing Process, Maintenance, Change Request • Support on Marketing campaign/event by providing database, manage inquires, coordinate with Sales • Coordinate with DMEL Team on CRM Activities. • Support on all Autoline System issues, change request, development for CRM and other departments • Responsible for the resource planning processes by ensuring all are documented and measured, in order to maximize the service offered to the business. • To provide accurate and timely forecasts of relevant activity and headcount requirements so that resources are planned effectively and efficiently. • To identify and estimate the impact of events (eg marketing activity)) and ensure they are encapsulated in the forecasts to maintain agreed service levels. • Conduct a bi weekly and monthly meeting with the CRM staff, and Marketing team and present the analysis on all activities as well as proposals & recommendations for improvement & development and ensure optimum use of available resource planning tools. • Provide first line of support for any CRM technology issues within the department and follow through the technical escalation process that has been defined and agreed with IT. • Ensure that resource data regarding staff (eg shifts, absences) are up to date and correct in order that accurate comparisons can be made with requirements. • Ensure that service levels are maintained by matching current staff against forecast requirements and adjusting as necessary on a daily basis. • To own the resource planning processes, ensuring they are fully documented and measured, in order to maximize the service offered to the business. • Implement and comply to the COPC Performance standard process & procedure المهارات : Strong documentation, project management, and training skills Developing using JavaScript and HTML for customizations (Web service development a plus) Developing using VB/VBA (dotNet and Java a plus) Expert MS Office skills (Word, Excel, Access & PowerPoint) Knowledge of relational database system and basic SQL queries. Understanding of support processes and enterprise customer expectations Knowledge of ETL concepts; Data manipulation, cleaning and backup (Informatics a plus) Ability to prioritize and manage multiple projects/tasks while working in a fast paced, deadline driven environment الإيميل : wazefa100@gmail
Posted on: Mon, 21 Jul 2014 10:00:00 +0000
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