CRM Governance Manager Service (mfd)

Responsibilities / Tasks

• Coordinate the rollout of service/field service rollouts with Divisions country organizations IT and Transform 360

• Roadmaps and rollout strategies including resourcing and costs

• Coordinate with external implementation partner

• Enable and train the divisional and local coordinators

• Support go-live/hot phase of a rollout

• Link the different parties within the project

• Future development of Service and especially / Field Service for globalCRM

• Collect Ideas/Requests from the Users/Key Users structure and priotize them

• Align with Transform 360 and GEA Digital for future developments of globalCRM to fit the E2E process

• Vision for future Service functionalities for globalCRM

• Governance of Service and Field Service activities for globalCRM

• Define and develop guidelines and standards

• Define and develop KPIs and dashboards to steer service processes

• Align service processes with BPM and Transform 360

• Enable and train the divisional and local coordinators & key users

Your Profile / Qualifications

• Successfully completed studies Bachelor/master in Business Administration Economics Engineering or equivalent qualification

• Minimum 2-3 years professional experience in service service excellence or service Consulting or equivalent qualification

• Proven background/certifcation in Project management (such as IPMA level D or equivalent)

• Structured and self-reliant working approach

• Passion for service process and excellence and training people

• Fluent in English further languages of advantage

• Willingness to travel and to work in a global community

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