CRM Lead

The CRM Lead will oversee the global support & improvements of our CRM platforms for Customer Care, Sales & Marketing across 26 countries. This individual will drive the projects from initiation through to completion, ensuring a seamless transition while enhancing the overall CRM capabilities. In the long term, the role will evolve into managing the full CRM systems for the organization, optimizing our CRM functions across multiple departments. Success in this role will be defined by a smooth transition, improved system efficiency, and stakeholder satisfaction.Project Leadership & ImplementationLead the end-to-end migration from the current CRM tool to a new system for Customer Care across all business units, managing the process from planning through to go-live and post-implementation support.Identify, document, and implement best practices for Customer Care processes, leveraging the capabilities of the new CRM platform.Develop a comprehensive project roadmap and ensure timely delivery.Stakeholder ManagementAct as the primary point of contact for all key stakeholders, including senior leadership, IT teams, Sales, and Customer Care teams to coordinate and align the CRM platform with long-term business objectives.Provide regular updates to key stakeholders on project progress and address any issues or roadblocks.Develop and execute a comprehensive change management plan, including communication strategies, training programs, and support mechanisms to ensure smooth adoption of the system.Manage and coordinate with internal teams, external vendors, consultants, and country-specific leads to ensure a unified approach to the implementation.CRM OptimizationManage and optimize CRM functionalities to support Sales, Customer Care, and Marketing teams post-implementation.Drive CRM initiatives to improve customer engagement, operational efficiency, and data accuracy.People Management & Capability BuildingLead a team of CRM specialists and provide them with the necessary training, support, and development.Foster a collaborative and dynamic team environment.Ensure the team follows industry best practices in CRM management and data handling.Reporting & Continuous ImprovementProvide regular status reports, including KPIs such as user adoption, system performance, and data accuracy.Analyze system data to inform business decisions and future CRM strategies.Propose enhancements to the CRM system based on feedback and evolving business needs.Experience and Skills3+ years of experience in CRM implementation and management (must include Customer Care), with a proven track record of delivering large-scale projects.5+ years of experience at a senior management level in a Customer Care environment.Experience with at least two of the following CRM systems: Zendesk, Salesforce, and Dynamics.Strong stakeholder management and communication skills, with the ability to influence senior leaders and engage with technical and non-technical stakeholders.Experience working with cross-functional/multicultural teams and managing stakeholder relationships across multiple countries and regions.Relevant CRM platform certification is a plus.Strong leadership and organizational skills.Excellent communication skills with a strategic and analytical mindset.Adaptable and open to new ideas, with a passion for continuous improvement.Customer-oriented mindset with the ability to build strong relationships across all levels of the organization.Diplomatic and skilled in negotiation with internal and external stakeholders.Reasons to join LYRECO:A full-time job in a dynamic, passionate, international team.Competitive salary.Benefit system.Hybrid work model.If the above job description interests you and you think you are a good fit, apply now! (CV in English). We look forward to receiving your application. #J-18808-Ljbffr