Manager CRM

Bengaluru, Karnataka, in
Company: Blackhawk Network
Category: Management Occupations
Published on 2021-07-23 22:14:39



As a key member of the Corporate Information Technology Team,theCRM Solution Architectis responsible for building and leading Blackhawk’s enterprise strategy and capabilities roadmapsupporting ourSalesorganization. This individual will partner with our Sales leadership on the prioritization and execution of capability development initiatives to realize our business goals.This individual willdriveour CRM solutionas a thought leaderincludingrequirements gathering,roadmapprioritization,and collaborationwithbusinessleadersanddevelopers todeliver best-in-class solutions.In addition, this person willoverseethe delivery of productionsupport.

The idealcandidatehasextensiveexperience supportingand implementing CRM solutions. Astrong base knowledge ofsalespracticesand customer relationshipprocessesare key to successinthis position. Since the CRM tool will interact with the ERP system, familiarity with ERP systems is a plus(Microsoft D365 suite). This role demandsadvanced analytical thinking and problem-solving skillsand communicates with a diverse set of global stakeholders (employees and management) and partners in a manner that breaks down complex challenges into actionable steps that drive results. This individual leads as a team player whocanbuild trust and establish strong working relationships.


  • Serves as the primary IT liaison between IT and ourMarketing, Sales and Supportorganization
  • ManagetheCRMproductvision,productroadmap,andprioritization of featuresagainst business needs,technology imperatives, and industry standards.
  • Documentsavision,business requirements,and functional designforproductimprovementsandCRMinitiativesworking with business stakeholders, subject matter experts,and the engineering teams.
  • Specify and maintain requirements artifactsincluding:Context Diagrams, Process and Workflow Diagrams, Data Flow Diagrams, Use Case Models, and Use Case Specifications.
  • Drive and documentcustomer and salesrelated business processes and support documentation in collaboration with stakeholders.
  • Conduct research to determine whether solutions to business/technical requirements currently exist within or outside the business unit, and if not, whether new solutions are feasible.
  • Manage the training solution delivery model, which may include providing training tousers on new functionality,givingrefresher courses on existing functionality,and updatingtraining materials.
  • Oversee testing ofnew functionality as part of User Acceptance Testing.
  • Provide critical thinking and facilitate discussions needed to drive outcomes and results to meet project goals by serving as cross-work stream SME and escalation point.
  • Responsible for owning follow ups and closing gaps related to overall project approach, design issues, project execution tasks andissues; take ownership of assigned gaps;work with team to resolve and present findings.
  • Become part of a team of individuals who are committed to provide excellent customerservice
  • Communicates withstakeholders across theenterprise
  • Coaches and reviews the work oflower-levelprofessionals
  • Responsible formaking adjustmentsor recommended enhancements in systems and processes to solve problems or improve effectiveness of jobarea
  • Qualifications:

  • BA/BS,MS,preferablyinatechnology-relatedor businessfield
  • 7years of experience inCRMproductapplication management and/orimplementation(10+ total years of experience)
  • Proficient in CRM business processes in sales force automation, marketing automation and service management functions
  • Experience as an IT product manager would behelpful
  • Proven ability to:
  • Lead complexprojects and run multi-departmental project teams with minimumsupervision
  • Drivecomplicatedsystem issues to closure
  • Translate businessrequestsinto organized, clear and concise business requirementsand document workflows and processes
  • Query, analyze,and interpret data and functionality problems incomplexcomputersystems
  • Provisioned withMS Dynamics CRMSales,Marketing and Project serviceautomationapps
  • Experience on end-user training on MS Dynamics CRM Functionality
  • Superior verbal and written communication skills, with the abilityto interact effectively with diversegroups of global stakeholders—both technical and business users 
  • Excellent interpersonal skills and a high degree of social intelligence
  • Advanced analytical thinking and problem-solving skills 
  • Experienceintegrating CRMwithan ERP systemand otherplatforms.
  • Experience with some type of reporting packageuseful
  • Proficient in MS Office suite (Word, Excel, PowerPoint, Visio); knowledge ofAgile/SCRUM methodologyis aplus
  • Basic knowledgein3rd partytoolswhich integrate withDynamicsCRM
  • Various Marketing applications (Marketo, SalesLoft, LinkedIn Sales Navigator,Zoominfo, etc.
  • Legal (Determine Contract Manager)
  • Dun & Bradstreet
  • Bachelor's degree in Computer Science degree.

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