CRM Executive

About the Role

Join The Hour Glass's Digital Technology Services team as a CRM Executive, where you will be instrumental in advancing meaningful customer engagement. This role centers on managing and optimizing the company's CRM platform, essential to delivering outstanding customer experiences and propelling business growth across the Asia-Pacific region.

Key Responsibilities

• Support daily operations and administration of the CRM system, ensuring smooth functionality for users region-wide.
• Handle CRM user accounts, roles, access permissions, and system settings efficiently.
• Track system performance and liaise with vendors to address incidents and introduce improvements.
• Collect and analyze business requirements to drive initiatives that bolster CRM usage and enhance user satisfaction.
• Plan and conduct system testing (System Integration Testing and User Acceptance Testing) on new features and updates.
• Develop comprehensive user manuals, training resources, and deliver CRM training sessions.
• Maintain high data quality standards, support reporting tasks, and manage dashboards.
• Collaborate closely with stakeholders, subsidiaries, and external partners to ensure effective CRM support and delivery.

Qualifications and Experience

• Diploma or Bachelor's degree in Business, Marketing, Information Technology, or related fields.
• 3 to 5 years of experience supporting CRM platforms or enterprise applications.
• Practical expertise in CRM systems such as SugarCRM, Salesforce, Microsoft Dynamics, HubSpot, or similar.
• Experience delivering application support, user education, and working in partnership with business units.
• Knowledgeable in CRM processes, customer lifecycle management, and executing system testing activities.
• Familiarity with SQL, APIs, ERP integrations, or CRM system administration is advantageous.
• Proficient with Microsoft Excel and using reporting tools effectively.

Personal Attributes

• Customer-oriented, dedicated to providing exceptional user support.
• Excellent communication skills, comfortable engaging with diverse teams and markets.
• Strong analytical and meticulous approach with superior organizational and problem-solving abilities.
• Self-motivated, flexible, capable of managing various tasks simultaneously in a dynamic setting.
• Team-focused with a continuous improvement mindset toward systems and procedures.

Why This Role?

• Opportunity to support a regional CRM platform with use across multiple countries in Asia-Pacific.
• Collaborate with cross-functional teams to deliver impactful technology solutions enhancing customer engagement.
• Gain valuable exposure to regional operations and participate in digital transformation projects.
• Be part of a supportive and innovative team dedicated to learning and professional development.