With offices in more than 150 countries and territories, Carlson Wagonlit Travel deploys the right people, processes, skills and technologies to consistently deliver great service and deliver bottom line results to our corporate clients.
We are currently looking for:
The objective of this position is to bring support to client-facing and marketing teams located around the world regarding the use of CRM and Marketing Tools.
CRM Analyst is providing day to day business and functional support of the internal customers, liaising with Vendors & third parties. Supporting the businesses CRM and marketing applications. This is a varied position where you'll be working with bespoke applications and marketing specific software.
Main responsibilities:
- Provide guidelines (for the application of business processes within the CRM/Tools/Templates)
- Conduct reporting of this activity in order to address common misunderstanding & identify training needs
- Formally document questions & answers to build knowledge base
- In case of user technical issue, do some analysis to understand possible reasons
- Escalate complex issues and follow up on solution
- Perform regular maintenance actions
- Participate in CRM related meetings/conference calls including CC meetings
- Act, as a Key Role business support in Marketing projects
- Support business strategic activities with marketing tools
CRM Analyst will be working as part of a team and under the guidance of the CRM Manager. Suitable candidates will need some experience supporting customers, will also need to be at a level whereby have an understanding of how applications work and interact with different layers of BT infrastructure. Ideally, you will also have some exposure to UAT and DQA, but this not essential. Outside of your technical experience, you will need to have very strong written and verbal communication skills, be extremely attentive to detail and ideally your experience will be underpinned by a degree.
Candidate’s profile:
- English fluent: written and oral
- MS Excel, Access, PowerPoint and Word practical knowledge
- Openness to multinational and multicultural environment
- Comfortable in front of users and management
- Comfortable using and explaining Web navigation and basic internet features
- Strong communication skills to listen to and understand issues raised by users, along with the ability to coach users in a training/educational mode
- Very good problem solving / analytical skills
- Excellent time management skills
- Able to work independently
- Attention to detail
- Strong customer service focus
- Self motivated individual
- Able to work in a fast-paced environment with aggressive timelines
We offer:
Stable employment, interesting job in a global team, professional development opportunities in an international company, employee benefits, e.g. private medical care, private insurance, lunch card, IATA card, recognition awards.
