Customer Relationship Lead - Lisboa

Detalhes da oferta

competências

• Completed professional education with degree in Business Administration and/or Management, Human Resources, Finance or other related field;
• Professional Experience in relevant areas 3-5 years (GBS industry is a plus);
• Proven track record of Project Management;
• Advanced knowledge of CRM
• Very good knowledge in SAP and of Microsoft Office;
• Experience in KPI reporting and Service Desk tools;
• Strong analytical and critical thinking skills with a strategic mindset;
• Strong relationship building skills and capability to build a support network;
• Strong interpersonal skills with the ability to influence others and to collaborate in a matrixed organization cross functionally to drive outcomes;
• Strong communicator including written and presentation skills;
• Strong negotiation and leading skills;
• Excellent English language skills, additional European language skills beneficial

responsabilidades

• To support the company to manage interactions with stakeholders by implementing a framework for communication, information sharing and process improvement.
• Main responsibilities
• Will have ownership of the project implementation of the entire CRM system within the department;
• Optimization of the CRM platform in order to promote the articulation of the relationship with all stakeholders;
• Monitor and track service levels (via KPIs, controls, surveys and other indicators) to identify trends, problem areas, risks, SLA alerts, incidents and improvements;
• Create service level reports and report service level performance information;
• Work closely with operational teams and stakeholders to develop and implement new work methods and procedures
• Plan and develop communication strategy;

benefícios