From fast answers to deep insights, Mintel has provided research and intelligence solutions to consumer-focused businesses for more than 50 years. With a combination of world-class syndicated tools and custom insight solutions, we are the eyes and ears in the markets that matter and the insights behind our clients’ next big idea.
We are seeking an experienced CRM Administration & Operations Manager to join our global team, based in Kuala Lumpur. In this key role, you will be responsible for managing the day-to-day support and administration of our global CRM systems, which is currently Salesforce but will shortly be migrating to Microsoft Dynamics. In this role, you will provide system support to end-users, manage workflows, optimize processes, create reports from the data and ensure smooth CRM operations across the company.
What You Will Be Doing:
- Lead the daily operations of the CRM system (Salesforce and then Microsoft Dynamics) including user access management, troubleshooting, and issue resolution, especially for the APAC region.
- Provide system administration support, ensuring optimal performance, data integrity, and security across the CRM platform.
- Develop and manage automated workflows and approval processes to improve efficiency.
- Identify areas of improvement in the systems & ways of working which can be implemented globally.
- Interface with regional Sales Operations Managers to ensure the CRM system aligns with regional needs and supports sales processes.
- Lead and mentor a team of CRM support staff, providing guidance and setting priorities.
- Generate reports and dashboards to track CRM performance and provide actionable insights to stakeholders.
- Act as a SPOC (Single Point of Contact) for CRM-related queries and support requests, ensuring timely and effective resolution of issues.
- Collaborate with the global CRM team on system upgrades, feature rollouts, and continuous improvements.
Who We Are Looking for:
- Bachelors degree in any field with 5-10 years of experience in CRM system administration, preferably with Salesforce and Microsoft Dynamics, or the willingness to learn both.
- Strong technical expertise in managing user access, configuring workflows, and troubleshooting CRM issues.
- Proven leadership skills with experience managing and mentoring a support team.
- Excellent problem-solving skills with the ability to troubleshoot technical issues effectively.
- Strong communication skills, both written and verbal, to collaborate with cross-functional teams and stakeholders.
- Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Knowledge of data privacy and security protocols in a CRM environment.
- Relevant qualifications in CRM systems will be beneficial but are not required (e.g., Salesforce Administrator, Microsoft Dynamics Fundamentals etc.)
What We Offer:
- A culture that supports true collaboration whilst embracing remote working.
- Flexible start time and end time.
- Blended (office/home) approach to work.
- Approach to personal development where we encourage individuals to grow and share what they’ve learned.
- Social events, both within the department and across the company.
- Generous annual leave and wider circle employee benefits.
- Additional one day off to celebrate your birthday.
- Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness, and Mintel Gives).
- Giving back is part of our culture with this in mind, Mintel gives employees 2 days' leave per year to join local volunteering activities organized by our Mintel Gives (where applicable).
- Mental health and wellbeing support via Modern Health App.
- Beautifully designed offices foster collaboration and fun.
Mintel is an equal-opportunity employer that is committed to the strength of an inclusive workplace.
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