• Application Deadline:
• Position: Team Lead CRM Administration



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 5 years



• Location Lagos




• Job Field ICT / Computer 
  
  

Job Identification: 1219

Duties & Responsibilities

Project and Stakeholders Management

• Leads the entire CRM Team in project deployment, system support, user administration, training and campaign management.


• Customize, Extend the functionalities of MS Dynamics solution to meet end-users needs.


• Leads the team in the formulation of CRM strategies and programs and ensures that they stay aligned with the business’s overall objectives.


• Coordination of collaborative CRM activities with other teams and departments in the Bank.


• Identify continual improvement opportunities for the Bank to ensure it maximizes the abilities of the CRM solution

Application Support:

• Low-code / No-code customization of D365 application activities 


• Work with end users, vendors and service providers as liaison with the IT team.


• Identify and help design CRM-related report requirements and list views.


• Support workflow rules and business processes.


• Work with internal and external resources to ensure the CRM environment is configured and adjusted correctly.


• Serve as the liaison between the sales and technical teams in executing the Bank’s CRM strategy.


• Work with both the end users and the technical team to identify and assist in resolving system issues and provide technical support, troubleshooting software issues, as requested.


• Maintain business and process configurations on CRM solution


• Develop and maintain indices required to measure health status of the CRM solution 

Help Desk Support:

• Support by troubleshooting and solving user or system issues and respond in a timely fashion


• Analyze potential issues and communicate to assess needs and determine solutions for end users.


• Supervise support offered to stakeholders and business units using the solution


• Work closely with business leaders to analyze business requirements and communicate to developers regarding configuration and customization solutions that meet delivery and project goals and expectations


• Assist in development and support personnel in resolving system issues, creating business solutions to meet requirements.


• Keep a monthly statistics report and monitor usage to determine business solutions for business recognized needs.

Training:

• Develop and maintain CRM Training Program for staff.


• Instruct new users on the application and train existing users on best practices & new functionality.


• Develop and maintain training materials and user documentation.


• Liaising with stakeholders and vendors to deliver training programs.

Job Requirements

Education:

• B.Sc. in Computer science, IT or other relevant discipline

Experience:

• Experience in deployment of MS Dynamics CRM applications and MS power platform applications.


• Minimum of 5 years relevant experience in similar position.