VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we're all focused on a singular mission: to help people see. Learn more by visiting https://vspglobal.com/cms/careers/
With minimal supervision, assist with the implementation & administration of the Customer Relationship Management (CRM) platform. Identify opportunities for process improvements and provide recommendations for future enhancements as well as review business requirements and provide best practice implementation recommendations to the business owners.
Work with business users and business partners to identify, develop, and implement necessary changes in the automation and redesign of business processes in conjunction with the implementation of a CRM system
Serve as key member of the Global CRM Team during the implementation of the CRM platform
Defines use cases for Sales, Service, and Marketing functions that are used as criterion for CRM Processes
Acts as liaison with other departments/LOBs to determine integration and impact of shared CRM processes
Reviews, determines, and documents system specifications; identifies opportunities for process improvements, through evaluation and testing
Tracks and monitors new module implementations to help ensure internal controls are considered throughout
Update and maintain installed CRM modules, deploying any process changes to the business; provides input and recommendations for user training, support and evaluation of the process changes
Develops CRM analytics, metrics, and dashboards; provides user support for installed CRM functionality
Performs analysis & monitoring of critical customer issues and cases in CRM
Provides user support for installed CRM functionality
Typically has the following skills or abilities:
Bachelors degree from an accredited university in related field; or related experience
Minimum of 3 years working experience with CRM in a support or implementation role
Experience in 2 of the following CRM modules: Sales, Service, Contact Center, WebChannel, Mobile
Minimum of 3 years performing Business Process Modeling & reengineering, developing business requirements and use cases
Experience in supporting an integrated CRM platform
Experience with one or more reporting tool
Strong team player with a critical, yet result-oriented and positive attitude
Proven communication and presentation skills
Ability to work in an agile project team environment
Bachelor's degree in related business area
Exposure to Saas technology and best practices in a hosted environment
Salesforce experience a plus
Working Conditions / Physical Demands
The working environment is generally favorable. Lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust etc.
The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.