Role
Duties & Responsibilities
- Lead CRM implementation and onboarding for Business Development and Operations teams across Jump Retail and Retail Galaxy.
- Design and execute structured change-management and adoption plans to achieve high user uptake.
- Develop SOPs, user workflows, training materials, and usage guidelines tailored to different roles.
- Act as the primary CRM business owner, working with internal stakeholders and external vendors.
- Review and redesign end-to-end sales processes using CRM capabilities, including:
- Lead and opportunity management
- Quotation tracking and follow-ups
- Contract renewals and expiry management
- Customer engagement and activity logging
- Identify opportunities to simplify workflows, reduce manual processes, and improve turnaround time.
- Ensure CRM usage supports consistent sales governance and commercial hygiene.
- Work with Finance and IT teams to ensure CRM data is accurately linked to financial systems.
- Enable visibility from sales pipeline to:
- Invoicing status
- Revenue recognition readiness
- Contract values and billing cycles
- Ensure CRM supports commercial forecasting and cash-flow visibility.
- Design and manage sales dashboards covering pipeline health, conversion rates, deal cycle time, and win/loss analysis.
- Provide regular insights to management on sales productivity, performance gaps, and growth opportunities.
- Partner with business leaders to translate data insights into actionable improvements.
- Administer and manage sales incentive structures using CRM data.
- Ensure incentive calculations are transparent, accurate, and aligned with company objectives.
- Track performance against targets and highlight risks or misalignments early.
- Define CRM data standards, reporting discipline, and compliance expectations.
- Monitor CRM usage, data quality, and effectiveness on an ongoing basis.
- Continuously identify enhancements to improve commercial effectiveness and scalability.