Manager, customer relationship management (crm)

Closing Date: Tuesday, 18th February 2014
Email CV to: [email protected]

MANAGER, CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

Core Job Functions / Responsibility:

Supervise and maintain repository of CRM solutions and provide operational support in the management and maintenance of CRM solutions.
Primary activities

· Manage and oversee the design, build, implementation and acceptance of new products configuration in the CRM/voucher management and mediation modules.
· Oversee implementation, integration and upgrade of new/existing solutions in the Customer Relationship Management (CRM) module enterprise wide.
· Oversee planning for the order handling process for SIM cards, Recharge vouchers and all order fulfilment
· Oversee the technical scoping, capacity planning, hardware sizing and system functional requirement availability for the CRM systems.
· Ensure timely delivery of all fulfilment projects
· Prepare RFPs and RFQs and audit statement of compliance and functional requirements for CRM
· Manage the daily activities of the CRM application team to ensure constant system availability and perform routine and ad hoc maintenance activities.
· Ensure the SIM/Voucher provisioning demand forecast are met within stipulated timelines
· Ensure all queries from internal customers are resolved within agreed SLA’s
· Coordinate the monitoring and documentation of operating system performance and resolution of slow performance issues.
· Ensure the provision of support functions down to the last line of support (for problems relating to database and operating systems) before escalating to IT vendor.
· Assist in planning and managing the human and material resources of the unit to optimize performance, morale and enhance productivity.
· Manage inter-functional relations to ensure synergy across the various departmental functions.
· Prepare/compile agreed periodic activity and performance reports for the attention of the Director, IT Strategy, Planning and Architecture.
· Perform any other duties as assigned by the Director, IT Strategy, Planning and Architecture.

Job Requirements and Skills
Previous Experience: First degree from a recognised University REQUIRED.
Post Graduate Qualifications: Post Graduate Degree OR MBA is of ADVANTAGE.
Experience: 8- 10 years’ work experience with at least 5 years at supervisory position ESSENTIAL.
Certifications and Training Requirements: IT Certifications (JAVA, CISCO etc.) is of ADVANTAGE.

Key Skills:
· Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
· Strategic Planning and Development
· Project Management
· Business Application Knowledge
· Skills
· Communication
· Problem Solving
· Change Management
· Behaviour
· Passion for Excellence
· Integrity
· Empowering people
· Growing people
· Team work
· Customer Focus
· Location: Lagos

Our advice is that you look very closely at the given JD, establish which one you are best fit for, in terms of matching the requirements. Ensure that your CV reflects how good a match you are and respond to that one.

All too often candidates reply multiple positions and do not get called for even one, the reasons are simple:
· The client will go throw a CV with a view to finding the best match (ONE CV does not fit all jobs). The best one is the one that sells the individual as a seasoned professional in the given field. Your document experiences matter.
· The advert Sigma Qualitas send out tells everyone, what is important and required for the job. See all capital lettering, bolded, colored or italic text. Most candidates dismiss these details and think they can make it.
· The most poignant advice is given in the first paragraph of the advert. The clients team of stakeholders who look at submitted CVs is one of seasoned, highly experience professionals. They can tell when a CV is genuine, they can tell when there are unexplained gaps and irregularities etc.
· They will be looking at the CV with a view to identifying what in the candidates past makes them a best fit for the role advertised. Give them reasons to pick you based on your past work experience.
· Please do not see this as an opportunity to branch out into a new field, all clients are very discerning.

Good luck in your application we look forward to hearing from you.