Business CRM Specialist needed at Epson

Your mission:

• As the CRM Specialist, you will act as a strategic partner and subject-matter expert for CRM across the region. You will drive adoption and optimization of MS Dynamics 365, lead continuous improvement initiatives, and translate business requirements into scalable CRM solutions.
• In this role, you will proactively analyze business processes, identify opportunities for automation and enhancement, and collaborate with multiple stakeholders to ensure CRM is leveraged to its full commercial and operational potential.
• Furthermore, This is a functional leadership role, requiring a blend of strong business acumen, advanced technical understanding, and the ability to influence stakeholders across functions and geographies.

What you will do:

• Act as the primary functional expert for CRM, ensuring alignment of CRM strategy with business objectives across Sales, Marketing, and Channel functions.
• Lead CRM adoption, governance, and best-practice implementation, ensuring the system evolves in line with business needs.
• Conduct advanced business process analysis to design scalable and efficient CRM workflows, integrating with other business platforms where appropriate.
• Analyse customer’s requirements and translate into technical/ functional specifications that can be understood by the business community or used by a professional IT Developer
• Develop and deliver targeted training programs and materials to improve user proficiency and adoption of CRM tools, and data quality.
• Through business analysis, identify the best solutions either already available or to be implemented within the managed CRM platforms according to best practice
• Provide high-level technical and functional support to CRM users and manage complex escalations ensuring timely resolution and knowledge sharing
• Troubleshoot when/ where necessary. Assess and test the cases assigned
• Partner with system developers to define technical specifications, ensure quality of deliverables, timely progression of projects, and adherence to specification
• Lead or contribute to regional CRM enhancement projects, ensuring on-time delivery, documentation, and adoption.
• Monitor and analyze usage patterns, generate insights through dashboards and reports, and recommend improvements based on data trends.
• Occasionally support IT with the configuration of Microsoft Dynamics CRM, based on the agreed specifications

What we ask for:

• University degree in Computer Science, Business Analytics, or related discipline.
• Expert knowledge of MS Dynamics 365; working knowledge of Salesforce is a strong plus.
• Proven experience in CRM strategy, process design, and governance.
• Strong understanding of data architecture, relational databases, and data quality management.
• Demonstrated ability to lead or contribute to complex CRM projects, including full project lifecycle from requirements to adoption.
• Advanced proficiency in Microsoft Office Suite including Excel (Power Query, Power Pivot), Power BI (dashboard design & data visualization), and process mapping tools.
• Excellent communication, facilitation, and stakeholder management skills with proven ability to influence senior leaders.
• Strong analytical and problem-solving mindset with a focus on continuous improvement and business impact.