The American Society of Mechanical Engineers (ASME)


3 days old

CRM Center of Excellence Director

Waltham, MA
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Description: Description About the Position:
The Customer Relationship Management (CRM) Center of Excellence Director will be responsible for leading a team of experts in assessing CRM-related projects, standardizing CRM processes, and ensuring the delivery of CRM best practices.

The CRM COE Director ensures the business goals and objectives of the COE are being met and that communication is managed seamlessly across the organization, while also manage the execution of the governance 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

Job Dimensions:
  • 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 Lead IT systems delivery with focus on meeting new and emerging CRM technology applicable to the utility industry M

    Qualifications 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 & Technical Know-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 of proficiency in the Microsoft Office Suite Excellent writing proficiency, visual design, and presentation skills required Ability to collect, aggregate, manage and implement programs using a range of data sets and analysis techniques Excellent written and verbal communication skills Demonstrated analytical and problem solving skills
    National Grid is an equal opportunity employer that value s a broad diversity of talent, knowledge, experience and expertise. We foster a culture of inclusion t hat 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.
    Job : Information Services Primary Location : MA-Waltham Organisation : Information Services Schedule : Full-time Job Posting : Aug 18, 2017, 10:23:37 AM Unposting Date : Ongoing


    • Mechanical Engineering - Applied Mechanics
    • Mechanical Engineering - Codes, Standards and Certifications
    • Operations
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    CRM Center of Excellence Director

    National Grid
    Waltham, MA

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    CRM Center of Excellence Director

    National Grid
    Waltham, MA

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