CRM Specialist

Job Summary:

The EMEIA CRM Strategy outlines the focal points and methodologies for delivering a great customer experience and increased loyalty across the market regions through marketing, sales and service. A key enabler of this strategy is the rollout of the EMEIA CRM Core (the “CRM Core”), a Microsoft Dynamics based CRM tailored solution delivering harmonised settings and processes.

The EMEIA division is looking to appoint a CRM Specialist to empower the CRM team further. This role will be part of the EMEIA CRM Service Delivery team and report to IT Operations Manager in Chennai with a dotted reporting line to EMEIA CRM Service Delivery Lead.

Duties and Responsibilities include the following. Other duties may be assigned.

Platform Specialist

• Specialist in Microsoft Ecosystems like Microsoft Dynamics, Power Platform, Microsoft 365, Azure DevOps etc.

• Provide guidance and advice to market regions as appropriate

• Collaborate with Microsoft regarding product features and updates

Service Delivery

• Participating in and providing technical support/configuration in rollout meetings together with CRM Implementation Managers, during rollouts and after go live

• Manage service delivery performance and IT service management like incidents, service requests and problem management.

• Ensure that services are delivered at an expected quality of service and security standards to meet business expectations

• Fulfil EMEIA Tier 3 support level responding to tickets escalated by Regional CRM support leads (Tier 2)

• Working closely with CRM Implementation Managers, CRM Service Delivery Lead, CRM IT Analyst and the rest of the EMEIA CRM team

• Troubleshoot application related issues while coordinating activities with Regional CRM support leads or other relevant stakeholders as GSSC, Microsoft & 3rd party providers

• Analyze and resolve general CRM platform challenges across the regions

• Register Microsoft tickets & communicate with Microsoft related to application issues when needed

• Conduct recurring CRM sessions with System Admin/IT Leads community to continuously support/increase knowledge sharing

• Maintain the EMEIA CRM support knowledgebase and contribute to the enrichment of the EMEIA CRM Wiki, FAQ and guidelines.

• Create technical training material to support the regions

• Train regional core stakeholders in how to import data via Excel, create local Workflows, Dashboards, Views etc to provide more local flexibility

• Work on Service Request according to prioritization from CRM Program Director

• Suggest improvements on the back of feedback from regions

Education and/or Experience

Required :

• 5-7 years of work experience in one of more MS D365 CE Modules like Sales, Customer Service, Field Service and Marketing.

• Experience in MS D365 Design & solutions.

• Experience in Agile and DevOps methodologies.

• Previous experience in application and/or customer support.

• Strong computer, analytical, organizational skills.

• Must be a problem solver that is able to work quickly and methodically.

• A proven team player that is passionate about delivering good quality.

• Ability to communicate effectively and support or train multi-cultural users.

• Experience in user acceptance testing.

• Experienced in M365, preferably combined with Dynamics 365 CRM.

• Professional English language skills, other European languages a plus.

• Prepared to travel on a need-to-basis in the role.      

Preferred:

• Experienced in international CRM implementations.

• MS Dynamics Customization & Configuration certification.

• Experience in extending D365 (Workflows, Power Automate).

• Experience in PowerBI

• ITIL knowledge and/or training

                                          Language Skills

• Ability to effectively communicate in the English language, both verbally and in writing.

• Ability to read and interpret technical journals, specifications, international technical standards, etc.          

• An excellent communicator who can explain sometimes complicated concepts to the stakeholders

• Able to prioritize and plan work to high quality in line with deadlines

• Driven and proactive, stays on top of the issues and follows up rigorously

• Good team player and able to work as part of a diverse team including and to build relationships with stakeholders both internally and externally

• Keen attention to detail and completion of activities

• Strong business focus with understanding that technology is an enabler to the business requirements

Computer Skills  

• Proficient in MS Office applications, such as Word, Excel, PowerPoint, etc.

• Familiar with operating systems, such as Windows, etc.

Personal Characteristics

• Able to prioritize and plan work to high quality in line with deadlines

• Able to work as part of diverse teams including Process Owners, Super Users, Consultants, Developers and Suppliers

• Excellent presentation skills

• Able to prioritize and plan work in line with deadlines

• Must be able to see to read related documentation.

• Must be able to establish and maintain productive, positive and cooperative relationships with others.

• Ability to analyze business requirements and design solutions in line with the EMEA template

• Willing to work at various ASSA ABLOY locations throughout EMEA

• Willingness and ability to travel within this role

• Ability to communicate on work completed, implementations defined, tested and deployed.

• An ability to explain requirements and work closely with developers (all areas of expertise).

• Ability to explain and demonstrate how to use ERP tools to users.

• Ability to follow defined IT processes

Customer Expectations

• Highlight knowledge, skills, abilities, and traits necessary in this role to satisfy our customer's expectations.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Employees work primarily in an office environment, within a well-ventilated area, and are exposed to moderate noise levels.

Work Requirement

• Compliance with all relevant Assa Abloy policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.

• Travel and fieldwork, including international travel, may be required. Therefore, employee must possess, or be able to acquire, a valid passport

• Must be legally eligible to work in the country in which you are hired.

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When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

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