To understand the customer relationship management (CRM) strategies and operations of various business units and to translate them into strategies and roadmap of salesforce.com implementation that aligns with Business and EG-IT strategies.
The job holder will perform within a dynamic environment and maintain focus on multiple projects at the same time to analyse and document customer business strategies and plans, processes and practices as well as industry trends to make recommendations in quantifiable terms on where IT solutions (primarily Salesforce.com) and business transformations could produce benefits such as reduction in unit cost of operation, incremental revenue, enhanced productivity, improved decisions making and alignment with growth projections and strategy.
- Degree or Honours (12+3 or equivalent) and specialisation in Operations Research.
- Minimum of 8 years experience in a similar capacity in Customer Relationship Management domain in airline industry. In-depth demonstrable experience on various offerings of Salesforce.com.
- A proven track record in business analysis for IT projects.
- Experience in Airline Loyalty / Frequent Flyer domain, related business process KPI development and change management.