CRM Operations Team Leader

Khối Vận Hành
Hồ Chí Minh
25-CX-0890
Responsible for managing and auditing the daily operation of the CRM system within the Customer Service department. Ensures system stability, data accuracy and compliance with internal processes and policies. This role serves as a key link between business operations and the technical (Dev/Tech) team, driving process compliance, identifying operational gaps, and proposing system enhancements to improve efficiency and data integrity.

Mô tả công việc

A. CRM System Management & Monitoring 
  • Develop and maintain a monitoring framework for daily CRM operations to ensure performance stability and accurate data updates. 
  • Review and validate Customer Service workflows within CRM (logging, ticket status, SLA, escalation) to ensure functionality aligns with defined processes. 
  • Track and report system incidents, collaborate with the Dev/Tech team to resolve issues and identify root causes (RCA). 
  • Manage CRM user permissions, including access requests and revocations, ensuring compliance with internal security and data governance standards. 
  • Evaluate new CRM feature releases, assess compatibility with existing processes and coordinate feedback with PX, QA, and CS teams for continuous improvement. 

B. Operational Audit & Process Compliance 
  • Conduct regular audits of Customer Service operations within the CRM system. 
  • Analyze CRM data to identify workflow bottlenecks, user errors or anomalies in ticket handling. 
  • Develop system control dashboards and governance reports to ensure fields, data, and configurations are used for their intended purpose. 

C. Cross-Functional Collaboration & System Improvement 
  • Act as the primary liaison between business requesters and the CRM Dev team for new feature, updates, testing (UAT) and evaluation. 
  • Provide insights and recommendations to improve CRM features, enhance usability and optimize internal user experience.

Yêu cầu công việc

  • Minimum of 3 years of experience in CRM Operations or System Management. 
  • Ability to understand system logic, perform testing and evaluate functionalities (UAT). 
  • Strong skills in data analysis, root cause identification and improvement recommendation. 
  • Proficiency in Google Sheets and Looker Studio. 
  • Good understanding of CS workflows and CRM platforms (Zendesk, Salesforce, CRM, etc.). 
  • Experience collaborating with technical (Dev/Tech) teams in debugging or feature testing. 
  • Logical thinking, continuous improvement mindset and strong communication and cross-functional collaboration skills.