Job Id #3006: Customer Relationship Management
2 weeks ago
Contribute to the City of Hamilton, one of Canada’s largest cities - home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometers of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees. Help us achieve our vision of being the best place to raise a child and age successfully. #BeTheReason
- **Job ID #3006**:Customer Relationship Management Specialist**:
- **Union**: Non-Union
- **Job Description ID #**:7221
- **Duration**:This vacancy is for a period of six (6) months due to an acting assignment, with the possibility of extension.
**SUMMARY OF DUTIES**
Reporting to the Manager, Business & Support Services (BSS), this position manages and maximizes the customer relationship data and the solution utilizing Microsoft D365 and Power Pages. The primary role is to be the liaison between employees and the solution. This role affects service delivery, customer service and brand image. Responsible to successfully find ways to optimize the solution to meet the changing needs of services and expectations of customers. This role requires analytical, communication, organization and collaboration skills. The incumbent is responsible for designing and implementing changes to the solution including performance measurement strategies and executive reporting on service performance as well as gap analysis and recommendations. Performance analysis includes quantitative measures related to the usage, service quality, service level agreements, operational performance (inclusive of staffing levels) and cost-effectiveness.
The position requires in-depth knowledge of Microsoft D365 and Power Pages in support of business requirement analysis, design development, user testing, implementation and deployment to IT resources responsible for server support, system integration and development efforts.
**GENERAL DUTIES**
- Manages the day-to-day operational functionality and performance of the customer relationship management solution as well as provides support to the management of applicable back-up support systems (that supports business continuity). Acts as a point-of-resource to internal stakeholders relating to customers and the CRM solution.
- Reviews and analyzes existing solution and identifies potential process and system configuration changes required to meet changing needs and leverage best practices and updates. Works to gather business requirements from stakeholders and emerging trends in customer service. Maximizes characteristics and benefits of the CRM solution.
- Converts business requirements related to CRM into functional and technical requirements as well as develops and executes reports or queries from the CRM, provides in-depth analysis as well as interpretation and presentation of data. Conducts analysis of results, including review of individual staff performance results, and based on analysis, makes recommendations to management which may impact staff resources and skill requirements. Designs, builds and refines workflows using the platform inclusive of Journey and process mapping that support internal and external campaigns and ongoing requests from the business.
- Designs, tests, troubleshoots, implements and maintains system configuration to ensure the CRM meet changing needs, focusing on usability and customer service improvements and seeking ways to support future digital service delivery. Understand and help facilitate role-based access requirements, adhering to a just-right methodology to also protect the data of our customers and stakeholders.
- Develops analytical tools to monitor the performance and quality of service delivery for departments and divisions.
- Provides advice to management and applicable stakeholders on performance improvement opportunities across the enterprise. Customizes reports from the CRM.
- Collaborates with other departments on development and implementation of system development / enhancements aimed at service improvements, operational efficiencies, cost savings and increased system integration which impact the CRM. Works with different services to enhance customer service, service delivery, and marketing/events based on the CRM data. Creates, deploys and maintains pages that promote new programs, advertised assets, service/product lines and other campaign initiatives. Collaborates with cross-functional teams to coordinate featured assets and content. Supports the implementation of automated journeys for multiple audiences to cultivate relationships and enhance communications with active and customers. Works collaboratively to understand business and customer needs and advise on industry best practices and standards related to customer relationship management.
- Reviews sys
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