POSITION RESPONSIBILITIES:
Design a system or systems to support a customer relationship management system (CRM). Implement new releases and enhancements. Create policy and procedure changes needed to build the customer loyalty base for consumers and travel agency models to gain a competitive edge.
Ensure alignment of web and CRM work activities by delivering strategic business and tactical objectives. Actively build strong partnerships and roadmap development. Serve as a liaison between the business and developers, providing consulting and advisory support on technology issues. Acquire and maintain a strong functional knowledge of business processes, build partnerships with business end users.
Manage projects and oversee development of strategy with new projects relating to web and CRM. Streamline existing tools and systems to upgrade customer service. Assess customer needs and generate sales leads through more personalized service.
Document business needs, identify gaps between business needs and standard application functionality. Design and document solutions to fill identified gaps and provide detailed business requirements specifications for development team. Consider compliance in all business process analyses and redesign activities. Manage a team that documents, tests and plans to assess data integrity and accuracy of business processes, module functionality setups and modifications, enhancements, customizations and patches. Support team with analysis and resolution of critical production application issues, as needed. Provide guidance for workflow template development and data filtering criteria.
Manage and drive monthly priority meetings with the enterprise business owners.
Perform other job related functions as assigned.
DIMENSIONS:
Support all business areas and business systems including but not limited to Seaware, Airware, Fidelio, MXP, Sabre, Revelex, Amadeus, Apollo, WorldSpan, NCL.com, Global Max, Micros, SeaWeb, PeopleSoft, CRM. Any business areas that impacts or utilizes CRM.
KNOWLEDGE AND EXPERIENCE:
EDUCATION: Bachelor’s Degree in business administration, marketing, hotel management or related field of study; or any equivalent combination of relevant background, skills and experience.
EXPERIENCE: Minimum 4 years of experience working with a CRM and .COM area. 5-7 years of technical experience creating business plans and managing projects, in related capacity with supervisory management experience preferred. Familiar with Salesforce.com or Oracle CRM systems.
KNOWLEDGE & SKILLS: Ability to gather detailed requirements and provide appropriate translation to applications. Ability to effectively monitor production issues and ensure resolution in appropriate time. Ability to plan strategic revenue increasing and cost cutting programs, projects and initiatives. Must be able to provide options to business areas when needed to achieve business goals. Understand the components of running successful projects within its life cycle. Ability to clearly communicate findings and recommendations with management. Ability to develop and effectively manage a team. Working knowledge of reservation system and other applications used throughout the enterprise. Working knowledge of applicable policies and procedures. Advanced level skill set of Microsoft Office Suite, Customer Relationship Management Systems. Working knowledge of Star team. Excellent organizational skills in order to handle multiple tasks. Must be able to work well under pressure while meeting strict deadlines and maintaining high quality of work. Must be extremely accurate and detail oriented in order to maintain high standards of accuracy when updating and making changes to master product tables in the system. Must be able to assist other team members as priorities and deadlines change for the department. Excellent trouble shooting skills in order to assist with a myriad system issues and answer questions regarding product set-up. Good written and verbal communication skills in order to interact with team members from different departments. Critical thinking skills sufficient to identify, assess and recommend technical solutions. Ability to understand business issues and data challenges of business areas and systems. Available to work during off hours, weekends and holidays, according to business demands. Domestic and international travel may be required.
