Job description

Responsibilities:

CRM (Continuous) Strategy Development

Develop and implement comprehensive CRM strategies to enhance customer acquisition, retention, and satisfaction.
Collaborate across EMEA & APAC sales, marketing, and customer services to align CRM initiatives with overall business objectives.
Optimise the lead to cash process and identify opportunities for improving customer interactions and satisfaction.

Change Management

Ensure that Calderys users and the organisation adopt and embrace Salesforce to be the cockpit for sales teams.
Manage regular communications on Salesforce (e.g. new features); responsible for training of all sales teams across EMEA & APAC by following a strong change management approach.

Performance Management

Establish KPIs to measure the effectiveness of CRM initiatives.
Regularly review and report on CRM performance (including usage), using insights to refine strategies.

Data Management

Ensure maintenance of customer / product segmentation to identify key customer / product groups and tailor strategies accordingly.
Industry trends and best practices
Stay updated on the latest CRM trends, tools, and best practices in the B2B sector.
Continuously seek opportunities to innovate and improve CRM processes.
Profile/Competencies:
Education & Core Competencies
A technical graduate or a master s in business administration (MBA)

Core Competencies (Job related)

Proven experience as a CRM Manager or in a similar role, preferably in a B2B environment.
Strong understanding of CRM systems and processes (Salesforce).
Experience with customer segmentation, campaign management, and customer journey mapping.
Proactive, detail-oriented, and capable of managing multiple projects simultaneously.
Proficient in Microsoft Office Suite and CRM software.
The candidate should have a background as a former consultant with leading firms like IBM, PwC, or Deloitte. The candidate should have extensive experience in managing CRM Salesforce implementations and possess specific expertise in applying Salesforce solutions in a manufacturing sector.

Core Competencies (Cultural)

Executive Performance: Ability to Influence, engage and advise various (strong) stakeholders across the business.
A doer : this is a doing role, not just an oversight role. Must have a bias for action, speed in execution and personal accountability to achieve results.
Excellent analytical skills with the ability to interpret complex data and make data-driven decisions.
Strong communication and interpersonal skills, with the ability to build relationships and work collaboratively.

APAC & EMEA CRM Manager