CRM Specialist (Telecom)

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Description

1. Administer, maintain and govern the CRM platform to ensure the accuracy, integrity, security and completeness of customer, opportunity, contract, service, product and master data

2. Create, validate, update and maintain organizational hierarchies, products, services, pricing and related CRM records in accordance with established governance, operational procedures and audit requirements.

3. Support the complete sales operational lifecycle by validating opportunities, quotations, customer information, supporting documentation, order processing, service implementation and contract linkage to ensure operational accuracy and timely execution.

4. Manage and monitor customer lifecycle activities, including onboarding, account modifications, service updates, customer migrations, account restructuring to ensure data consistency and business continuity.

5. Administer the product and service catalogue by maintaining product specifications, service classifications, pricing, vendor information, product mapping across functional systems and handling the complete product lifecycle from introduction to retirement.

6. Coordinate with Sales, Presales, Finance, Technical, Product Management, Customer Experience, Digital and Project Management teams to resolve operational issues, support business initiatives and ensure effective cross functional collaboration.

7. Prepare, analyze and distribute operational, commercial and management reports, dashboards and business intelligence covering sales performance, customer activities, contracts, products, services, pipeline, revenue, KPIs, data quality and operational performance to support management decision making.

8. Coordinate with Account Managers and Sales teams to validate pipeline accuracy, ensure opportunities are properly maintained within the CRM, and monitor progress until closure.

9. Prepare and analyze sales operational reports, including winning ratio, weekly sales achievements, pipeline status, customer visit plans, meeting minutes, and order lifecycle performance.

10. Monitor CRM data quality, operational KPIs, opportunity aging, implementation milestones, service delivery progress, contract status and process compliance, while identifying discrepancies, root causes and recommending corrective and preventive actions.

11. Conduct operational reviews, process mapping and gap analysis to identify automation opportunities, improve business workflows, standardize operating procedures and support digital transformation initiatives across the organization.

12. Coordinate CRM enhancements, workflow automation, system integrations, business requirement documentation, user acceptance testing (UAT) and deployment validation in collaboration with the Digital Team to improve operational efficiency and system performance.

13. Ensure compliance with corporate policies, Standard Operating Procedures (SOPs), CRM governance standards, information security requirements and regulatory obligations by performing periodic audits, quality reviews and maintaining complete audit ready documentation.

14. Support Internal and External Audit activities by providing operational reports, CRM records, supporting evidence, compliance documentation and implementing approved audit recommendations within agreed timelines.

15. Collaborate closely with Group Audit and cross functional teams to address audit observations, ensuring timely resolution and compliance across all departments.

16. Continuously identify opportunities to improve operational performance, customer experience, data governance, reporting capabilities and business processes by recommending innovative solutions, implementing best practices and supporting the organization's strategic objectives.

17. Conduct periodic quality assurance reviews to verify CRM data accuracy, documentation completeness and operational compliance.

18. Support onboarding and knowledge transfer for new Sales team members by providing CRM training, system demonstrations, and guidance on sales operational processes. Prepare, maintain, and periodically update the Sales Manual, user guides, Standard Operating Procedures (SOPs), and operational guidelines to ensure alignment with current business processes, system enhancements, and organizational policies.

Basic Details

Qualification :

Posted : 27 days ago

Job Type : Full-Time

Company : Kuwait Jobs

Posted By: Sharmila Lakhani

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