CRM Specialist (m/f/d)

TODAY, YOU’RE STIMULATING THE WAY A CUSTOMER SUCCEEDS.

TOMORROW, YOU’RE SHAPING THE WAY THE WORLD WORKS.

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.

Customer Solutions & Innovation (CSI) is DHL's cross-divisional commercial and innovation unit. We are responsible for managing about 100 of DHL's largest and most strategically important customers providing them with sector expertise, best in class account management and most innovative products & solutions.

Tasks:

The CRM Specialist is primarily responsible for continuously building and maintaining our user community. He/She would do so by running adoption activities (leveraging a gamification approach), engagement campaigns and best in class user support some of which might not follow a traditional corporate approach. The CRM specialist is also responsible to keep our users excited about the platform, drive a digital mindset and support with digital transformation activities, which is why it is key this person is generally excited and has a natural inclination to new technology.

User Adoption Efforts (Communication and training)

• Support CRM user adoption approach, planning and execution
• Delivers user trainings (face-to-face or online) for Customer Teams, Service Management, Solution Delivery and senior stakeholders / SMT members
• Drives communication efforts and develops respective communication content and material
• Drives the development and implementation of the annual user satisfaction survey (ACE Healthcheck), and develops reporting on user satisfaction and feedback
• Building and nurturing CSI Social Collaboration platform

CRM & Marketing operations roadmap

• Supports CRM team in roadmap development based on input / observations from the user community and annual satisfaction survey
• Supports in the development of solution proposals jointly with our integration partners, and provides conceptual input throughout the solution design process
• Develops use cases to support conceptual validation and testing of solution design
• Provides input for the development of test cases for technical and User Acceptance Tests

Data Quality and compliance

• Identifies key data quality and system usage measures, develops measurement & drives adherence
• Liaises with process owners, Salesforce.com support and other relevant parties to address and data quality topics that may arise
• Ensures data management and maintenance is in compliance with respective regulations

CRM Administration

• Maintains and updates system setup (users, data access, customer setup etc.)
• Troubleshoots and solves problems/issues around Salesforce.com (technical and user experience)
• Coordinates feedback, proposed changes, fixes and approvals between users and process owners
• Facilitates changes to system records or amends as necessary
• Supports technical roll-out of new functionalities that become available, jointly with other CRM team members

Data Analytics

• Liaises with process / business owners to identify requirements for Analytics Dashboards
• Supports development of data model and data prepeartion activities within the Salesforce Analytics module

Profile:

• Good understanding of Social Collaboration tools
• Experienced with CRM systems and specifically Salesforce.com
• 1 - 3 years in a user facing CRM / Systems administration role
• Experience of driving improvement projects
• Good Personal planning and organizational skills: e.g. dealing with priorities and deadlines
• Good interpersonal, communicational and problem solving skills;
• Highly proficient in spoken and written English
• Good knowledge of Microsoft Office applications esp Power Point
• Initiative, proactiveness and sense of responsibility

Your benefits

We offer excellent employee benefits, a competitive salary package and great development opportunities.

Your contact:

Louis Ziegler will be happy to answer your questions via telephone +49 228 182 47713.

Interested in this responsible position with its varied tasks? Please click on “Apply Here” and send us your complete application, including a cover letter, CV, references, your desired salary and your earliest possible starting date. You can find further information at dpdhl.jobs.

We are looking forward to your application.

CONNECTING PEOPLE. IMPROVING LIVES.