CRM Center of Excellence Director

National Grid (https:\\


  Full Time   Employee

United States

About the Position:

The Customer Relationship Management (CRM) Center ofExcellence Director will be responsible for leading a team of experts inassessing CRM-related projects, standardizing CRM processes, and ensuring thedelivery of CRM best practices.
The CRM COE Director ensures thebusiness goalsand objectives of the COE are being met and that communication is managedseamlessly across the organization, while also manage the execution of thegovernance team.
Position Responsibilities (including but not limited to):
Facilitate communication and direction of the executive leadership goals and vision
Design, enable, and provide common capabilities
Provide guidance and best practices to enable project success
Catalog and share common functional modules to accelerate the development process
Provide technical leadership through best practices
Document and manage inter- and intra-solution configuration dependencies
Set COE vision and strategy to serve the customer application expectations
Review and approve changes to architecture, applications, design of CRM applications
Report directly to and liaise with Customer tower lead on all technology requirements
Provide and enforce common entity design methodologies and physical infrastructure
Enable efficient, cost-optimized application development
Assess CRM needs across the enterprise
Develop and deploy CRM solutions
Provide leadership on the design and development of application solutions to meet business requirements, technology standards, and other identified needs
LeadIT systems delivery with focus on meeting new and emerging CRM technologyapplicable to the utility industry

Knowledge & Experience Required:

Minimum of 10 years of Customer Relationship Management or related experience.
5+ years in a management position
Demonstrated strategic planning, managing and delivering customer-focused business solutions
Demonstrated management skills, exemplary analytic capabilities
Knowledge & TechnicalKnow-how:
Strong experience working Seibel and Salesforce
Prior experience managing Salesforce implementations, upgrades, transitions
Strong working knowledge of CRM applications within the context of Utilities and/or other regulated industries
Experience leveraging critical thinking and exposure to change management principles
Experience working in a customer centric mindset
Depth in data driven marketing, segmentation, personalization and targeting techniques
High degree ofproficiency in the Microsoft Office Suite
Excellentwriting proficiency, visual design, and presentation skills required
Ability tocollect, aggregate, manage and implement programs using a range of data setsand analysis techniques
Excellent writtenand verbal communication skills
Demonstratedanalytical and problem solving skills
National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.
:Information Services
Primary Location
:Information Services
Job Posting
:Aug 18, 2017, 2:23:37 PM
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