Operations Crm Director, Emea

hace 2 meses


Alcobendas, España Ticketmaster A tiempo completo

The Operations CRM Director will oversee the delivery of Operations CRM solutions, workflows, and features to support the optimal execution and continuous improvement of operational processes and practices. He/She will own the definition of business functional requirements that result from developing common operational processes and procedures. He/She will support process standardization and improvement initiatives across teams and markets so that the development of the Operations CRM follows a robust and consistent roadmap.WHAT YOU WILL BE DOINGSuggest roadmap of CRM developments that achieve the desired objectives and OKRs set by Global Support & Operations Leadership team.Own the functional definition of operational requirements to develop the Operations CRM (Salesforce) to (1) facilitate the Global Operations Strategy and (2) support the development of client service standards and best practices across our regions, areas, and markets.Work with the Ticketmaster internal Salesforce team to educate them on the detailed operational needs, prioritize the development needed, and build a roadmap that is in line with the Global Operations Strategy plan.Work with the Global Operations Leadership team to support the design, review, and improvement of the current Operations business processes and procedures across Ticketmaster.Work with regional and local operations teams to adapt CRM requirements to particular local needs.Partner on Client Help Center strategies to drive comprehensive, easy-to-use flows.Develop and implement the required KPIs to measure our cost to serve, assess our service quality (process lead times, workaround debt, waste, quality and defects, etc.) and improve operational insight.Establish metrics and procedures to measure and analyze the quality of the processes (workaround debt, waste, lead times, defects, etc.) and work with the Data Analytics team in surfacing these metrics in appropriate business dashboards.Project manage tactical initiatives to reduce process times, increase process quality, and improve robustness.Own and develop satellite CRM tools and add-ons.Support and embrace the company mission values, statements, and Ticketmaster's identity, ensuring adoption across the entire business while balancing the local market's specific needs.WHAT YOU NEED TO KNOW (or TECHNICAL REQUIREMENTS)Lean Mentality continuously looking to reduce waste in the process.Highly experienced in process analysis and improvement.Technical knowledge and past experience in developing Salesforce and other CRM Systems (ServiceNow, Dynamics, Podio, etc).
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