Job description:
Tasks: * * Process design & CRM development * *
* Development of target processes per customer segment for the cross-cutting use of the Stella (MS Dynamics) CRM system - incl. Appeal
- and management.
* Preparation, implementation and presentation of cross-section process workshops as well as derivation and implementation of training measures.
* Design and construction of a monitoring to follow the use of CRM (stocks, running times, quality).
* Identification of optimization
- and enlargement needs in Stella and coordination with the central development unit.
* Evaluation of the Stella features provided in the E.ON Group with regard to their suitability
* * Support of the project "Frontend" * *
* Organisation and preparation of workshops and training for new technical solutions in the front end project.
* The creation of customer-oriented information on implemented measures - in close cooperation with internal communication and, where appropriate, Legal Department.
* Integration of relevant customer information into the processes (e.g. pop-ups, checklists, information in network connection tools).
* The creation of accompanying content and training for internal employees.
Qualification:
* Experience in the management of process, IT and CRM projects (intermediate / senior level).
* Expertise in the construction, implementation and optimization of processes with CRM systems (in particular MS Dynamics).
* Experience in the organization and monitoring of process-based roll-outs.
* Knowledge in change management and in the design of user-friendly customer communication.
* Experience in customer process transparency and in creating clear, understandable communication content.