Are you looking for an opportunity to lead the projects that will truly impact the future of the company? Then please read on and apply!
An opportunity has arisen in the European Customer Service Team for a strong CRM Project Manager who will play a pivotal role in the implementation of a CRM platform. As a part of this role, you will be responsible to manage the end to end aspect of the major CRM project implementation in the Customer Service Environment across Business & IT and in our European contact centers.
You will be leading a team of vendors, consultants and indirectly functional internal colleagues and peers that will be working with in the execution of this large-scale project. You will be leading and coordinating matrixed teams of at times 50+ people across functions and 10+ geographies.
In this role you will be responsible for as well managing, coordinating the Business & IT teams on this transformational effort. Next to this knowledge of change management in a diverse organization with many different cultures as well as operating models will be a key differentiator for the successful applicant to this role.
Whilst having the ability to manage medium to large sized projects and displaying excellent organizational and communication skills, the candidate will be a confident self-starter, with a results orientated focus.
Successful implementation of the key CRM projects in the Transformation Roadmap, on time, on budget and strong adoption across Business & It
Manage, plan and facilitate the strategic project planning process including risk management, resourcing and timeline and ensuring strong transparency across key stakeholders. Develop related presentation materials and prepare structured communication
Ensure integrated planning across the Transformation Project and facilitate alignment and communication requirements
Manage all vendor relations and effective output towards agreed deliverables
Work closely with broader team on future CS capability development through process, systems and tools
Be the project manager for the design & deployment of the CRM Service Cloud that will enable an effective operational infrastructure in line with the vision and strategy of an integrated multi- channel solution, where web and data systems operate to optimise benefit to customers and internal efficiencies.
Ensuring a coherent and integrated project management approach across IT, Business and Vendors.
Effective & Transparent tracking against plan, milestone, performance, risk, benefits and financials
Play a key role in the operationalization and execution of the project plan. Be hands-on where required and build deep expertise of the organizational requirements and the technology to support it.
Responsible for the financial administration of the project and subsequent reporting
Identifying planned and unforeseen change and the impact from a people, process and technology perspective
Responsible for preparation and facilitation of decision making on the project and have a strong solution-oriented approach that enables the business and it teams to overcome any hurdles and keeps the customer and our internal users/stakeholders at the forefront of the approach.
Deliver the project with efficiency identifying critical factors on time, prioritizing resources and tasks, and communicating project activity to stakeholders.
Responsible for all PM related communication with a deep change management understanding: newsletters, executive briefings, town halls.
Daily tasks: Managing a project plan with stakeholders, planning a project cycle, managing Go Live and planning, stakeholder meetings, workshops meetings.
During the Go- Live period, it is necessary to attend within several countries (Europe).
Over het bedrijf
Dynamic team, culture of changements. Changes means a lot of people management. In Amsterdam, you work closely within the Customer Service team, the Business Process experts and Business Analysts. Reporting, IT, Security, Architecture, Infrastructure and Deta Management are also departments you work closely with. In total 20 employees, located in Amsterdam. Within the Business units, you have employees who are working there for years. In Amsterdam most of employees are new. Persuasiveness is very important.
Knowledge and experience
Degree level education or relevant professional experience;
5+ years’ experience as a CRM project & program manager for Business and/or IT projects. Excellent organizational skills and ability to prioritize between the needs of different projects.
Deep understanding and proven track record on how to translate technical terminology and capabilities into business terms and vice versa.
Knowledge and high degree of experience with great results on Salesforce Service Cloud, Omni-Channel tools ( eg. Incontact) and other CS tools being used in a Customer Service environment both from an implementation and program management perspective.
Experience in managing multiple projects at the same time
Experience in leading large-scale efforts to design the user stories/experience that results into an effective Customer Service Operating & Engagement model that is enabled by the capabilities in CS.
Experience with world class Project Management methodologies like PMI, APM, and IPMA. Certification from a recognized professional body is an asset.
A deep understanding and first-hand experience of traditional waterfall and agile project management methodologies used in the industry e.g. PRINCE2, Scrum
Good understanding of business processes, preferably in a Retail environment
Ability to manage the standard delivery process including; defining scope, assessing risk, managing issues and cost.
Experience utilizing effective communication skills (written & verbal) to Sr. manager or executive levels
Salesforce specifically is not a must but other CRM systems are!
Proven track from CS systems (implementation) in other countries is a must.
You are working with another project team, from the stakeholder (vendor) so you need experience in working with vendor.
Ensure transparency and experience with keyrisks (able to do manage quickly in complex organisation.
Other cultures, other languages, affinity with this.
No IT expertise or CS, rather more CS than IT, affinity with IT is important. No type of loft filler!
Experience as Project Manager, implementation.
Knowledge of Agile methodology.
Comfortable with this step-by-step plan of project. No Change Management guru, but keeping business stakeholders close to him.
This job requires to travel within Europe. Hours a week: 40 Duration of the assignment: 8-12 months.
Wil je meer informatie of heb je vragen over deze vacature neem dan contact op met Hugo Smorenburg via firstname.lastname@example.org of bel 06-13017714.
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