CRM Sr.Analyst

Role ProfileTo participate in the analysis and development of existing and new projects / products.Key Accountabilities And Decision Ownership

  • Delivery
  • Solution Design & Development
  • Assessment of technical feasibility of business requirements and define cost for configuration/development.
  • Implementation of business requirements through standard out of the box features whenever applicable.
  • Collaboration with Business and Technology teams

Collaborate With

  • The Architecture and Technology teams to design and implement new projects.
  • The Demand team in tuning business requirements utilizing Siebel best-practices.
  • The Testing team to define test methods & scope.
  • The 2nd line CRM support to maintain application production KPIs.
  • Application Management

Responsible For

  • The customer management application strategy and roadmap to fulfil best the business demand and to deliver optimal business value.
  • Setting up a right-size local team for customer management configuration/development to execute projects successfully.
  • Defining together with operations and vendor the HW sizing, performance, and deployment needs.
  • Providing third line support for customer management.
  • Customer Satisfaction
  • Ensure systems availability, on-time delivery of projects, and quality as per agreement with customer.
  • Present new features to customer and advise customer if there are any deviations from Group or long-term strategies.
  • Team Management
  • Identify and present team high performance potentials.
  • Encourage Vodafone Way and values.
  • Can Do attitude in fulfilling company strategies.
  • Dedication, sense of ownership.
  • Continuous improvement in relevant area of profession.
  • Standards & Procedures
  • Ensure local/group security requirements and expectations are met in the applications.
  • Ensure full compliance of all locally developed applications with the standard software development methodology used in Vodafone Egypt
  • Plan and implement projects accurately/realistically with the highest quality of solution development and implementation
  • Budget Management
  • Support LRP & budget planning and monitoring process of department.
  • Implement cost efficiency programme.
  • Prepare business case analysis for all applications based on delivered value.
  • Vendor Management
  • Responsible for running professional RFIs, RFPs, and RFQs and to conduct commercial negotiations together with Procurement and Group to select the appropriate solution partner and application vendor
  • Ensure Group vendor relationships are utilized.
  • Ensure Vodafone processes for vendor selection are applied and that KPIs are defined with the vendor
  • Utilize vendors resources effectively
  • Ensure highest quality and functionality of vendor deliverables to match business requirements.
  • KPIs
  • Applications availability and quality of software
  • Following the software development methodology
  • Post Implementation Reports as a base for customer satisfaction

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