Kerja Sepenuh Masa, Salesforce Admin di BE International Marketing Federal Territory - Maukerja

The Opportunity:

The CRM Systems Specialist is responsible for the day-to-day administration, maintenance, and continuous optimization of the organization's Customer Relationship Management (CRM) platform. This role serves as the key liaison between the Sales, Marketing, Customer Service, and IT teams, ensuring the CRM system supports business growth, maintains data integrity, streamlines business processes, and delivers an exceptional customer experience.

How You'll Make an Impact:

1. CRM Administration & User Support

• Manage the day-to-day administration of the CRM platform, including user account management, roles, access rights, permissions, and system configuration.
• Serve as the first point of contact for CRM-related support, troubleshooting system issues and providing technical guidance to end users across the organization.
• Monitor system performance and ensure optimal functionality to support business operations.

2. Marketing Automation & Customer Journey Management

• Design, implement, and maintain automated marketing campaigns and customer journeys to support lead generation, customer engagement, and retention initiatives.
• Configure and optimize marketing automation workflows, email templates, audience segmentation, and campaign execution.
• Monitor campaign performance and recommend improvements to enhance customer engagement and marketing effectiveness.

3. Customer Service & Business Process Automation

• Configure and maintain CRM features that improve customer service efficiency, including case management, knowledge management, service workflows, and productivity tools.
• Design and implement workflow automation, approval processes, validation rules, and other system enhancements to improve operational efficiency.
• Gather feedback from business users and recommend system improvements to enhance user experience and productivity.

4. Reporting & Business Analytics

• Develop, maintain, and enhance dashboards and reports that provide insights across the customer lifecycle, including sales performance, marketing effectiveness, and customer service metrics.
• Analyze CRM data and provide actionable insights to support business decision-making and continuous improvement.

5. Data Governance & System Integration

• Collaborate with the IT team and external vendors to support integrations between the CRM platform and other business applications.
• Ensure data quality, consistency, and compliance with internal policies and applicable data protection regulations.
• Perform regular data audits, system housekeeping, and data cleansing activities to maintain data integrity.

6. User Training & System Adoption

• Conduct onboarding and refresher training sessions to ensure users are equipped to utilize the CRM platform effectively.
• Develop and maintain user guides, standard operating procedures (SOPs), and training materials.
• Gather user feedback and recommend enhancements to improve system adoption and overall user experience.

What We're Looking For:

• Bachelor's Degree in Business Analytics, Information Systems, Computer Science, Business Administration, or a related discipline.
• Minimum 2 years of hands-on experience administering or supporting an enterprise CRM platform.
• Experience with CRM platforms such as Salesforce, Microsoft Dynamics 365, HubSpot, Zoho CRM, Oracle CX, SAP CRM, or similar enterprise solutions is highly preferred.
• Strong understanding of CRM processes across Sales, Marketing, and Customer Service functions.
• Experience in workflow automation, reporting, user management, and CRM configuration.
• Basic understanding of system integration concepts and experience collaborating with IT teams.
• Strong analytical, problem-solving, and organizational skills with excellent attention to detail.
• Good communication and interpersonal skills, with the ability to conduct user training and work effectively with cross-functional stakeholders.
• Work location: Bukit Jalil (Near to Pavilion Bukit Jalil)
• Working days and hours: Monday to Friday ( 9am - 6pm)

Work Location: In person