Senior IT Manager (CRM)

Responsibilities:

• Collaborate closely with business stakeholders to comprehend their needs and transform them into user stories for the implementation of CRM platforms.
• Oversee the planning, execution, and upkeep of CRM solutions to deliver intended results and advantages.
• Propel the development of new features within the CRM framework across the product lifecycle by employing validated agile methodologies.
• Assess projects against defined success criteria to ensure alignment with operational needs and business objectives, addressing any arising issues.
• Analyze post-campaign results and offer suggestions for future projects to enhance return on investment.
• Provide support for CRM systems and users by promptly addressing system issues, maintaining documentation, and conducting system reconciliation tasks.
• Uphold system and data integrity across all CRM-supported applications by overseeing user permissions and change control processes.
• Oversee third-party vendors and consultants, including managing contracts and monitoring compliance.
• Lead project management efforts for university digital transformation initiatives, collaborating with cross-functional teams.
• Define release plans, milestones, and deliverables in coordination with development teams and vendors, ensuring comprehensive documentation, reporting, and stakeholder alignment.

Requirements:

• Bachelor's degree in information technology, computer science, or a related field.
• Over 8 years of IT industry experience, with at least 5 years of demonstrable CRM and/or Salesforce implementation experience.
• Demonstrate a wealth of experience in crafting and refining customer journeys.
• Exhibit profound expertise in CRM implementation and vendor management.
• Proficiency in Project Management; PMP or Prince2 certification is advantageous.
• Familiarity with ServiceNow and/or leading CRM platforms (such as Salesforce, MS Dynamics, Oracle) is a plus.
• Strong interpersonal and negotiation skills essential for effective collaboration with diverse internal and external stakeholders.
• Display strong leadership qualities, dedication, initiative, sound decision-making abilities, and the capacity to perform well under pressure.
• Excellent written and verbal communication skills in Chinese and English.