1. 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.

2. 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.

3. 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.
  

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

• 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