Workflow Engineer

2 weeks ago

Mandaluyong City, National Capital Region, Philippines Private Advertiser Full time $60,000 - $80,000 per year
Job Summary

As an Application Manager, you will define and execute the strategic roadmap for the CRM tool, aiming for 80% automation and 20% exceptional human service, while enhancing customer and agent satisfaction.

This role involves planning, prioritizing, and overseeing CRM developments to ensure scalability, reliability, and seamless integration with third-party applications.

You will lead the long-term strategic development of the CRM, translating business requirements into effective solutions, and guiding CRM Specialists to align with strategic goals.

Additionally, you will deliver regular performance reports to key stakeholders.

Key Responsibilities
  1. Create the CRM's roadmap in alignment with business goals.
  2. Plan and oversee CRM developments, from short term fixes to long term initiatives.
  3. Collaborate with other teams to ensure continuous development of the CRM functionalities.
  4. Collaborate with Zendesk to ensure we make most out of the CRM, following best practices.
  5. Report on CRM performance to key stakeholders.
  6. Ensure scalability, reliability and security of the CRM.
  7. Stay up to date with latest CRM technologies and AI advancements
Requirements
  • Bachelor's degree in computer science, Information Technology, Business Administration, or a related field. Master's degree or relevant certifications (e.g., CRM certifications, project management) is a plus.
  • Minimum of 5 years of experience in CRM management, application management, or a related role.
  • Proven experience with CRM platforms, preferably Zendesk or similar tools.
  • Experience in a customer service or operations environment is highly desirable.
  • Excellent English communication skills, both written and verbal
  • Strong understanding of CRM functionalities, automation processes, and customer experience enhancement.
  • Excellent project management skills, with the ability to prioritize and manage multiple projects simultaneously.
  • Proficiency in data analysis and performance reporting.
  • Strong interpersonal and communication skills for collaboration with cross-functional teams and stakeholders.
  • Familiarity with current CRM technologies and AI advancements.

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