Job Description Our ideal candidate loves working with people and using the Microsoft Dynamics 365 CRM ecosystem to drive commercial excellence.
As an APAC CRM Specialist, you are part of the next generation of "digital natives".
You will serve as a critical part of the Commercial Excellence team for the company in the APAC region, helping us to promote to and train on our Microsoft Dynamics 365 environment.
Your key activities will be a combination of functional analysis, assisting with PMI activities (post-merger integration) by starting the fit-gap analysis for acquired companies in APAC, data quality and migrations, training and upskilling our key-user community.
Additionally, you will assist with the change management and rolling out new tools and features, optimizing pages/forms, and setting up views & dashboards.
As part of the Commercial Excellence team, you will help drive understanding in the business with respect to digital platforms and recommend improvements that help build a digital environment to meet and exceed the current and future needs.
Organisational Positioning The APAC CRM Specialist will report to the APAC Business Information Manager and will report functionally to the Group CRM Manager in the Global Commercial Excellence team.
You will be a part of the wider Information Technology Team.
You will also participate in digital project initiatives, especially in the areas of customer and principal excellence to ensure awareness and successful adoption of the company's digital products in the region.
The role will be based in Kuala Lumpur, Malaysia.
Main accountabilities The D365 APAC CRM Specialist ensures the following accountabilities: Provide functional analysis and solutions for the D365 CRM system Fit-gap analysis for newly acquired companies, guiding them through the merger process and assisting the corporate team on the changes with a global mindset Setting up / managing APAC users in the system from license assignment to granting security roles As the functional expert for D365, understand the various components and systems in use and support the business to achieve best practice using D365 Deliver business training and create/maintain functional training materials on D365 CRM Work with businesses on identifying and improving data quality and ease-of-use of the CRM system Create and manage user stories & bugs in DevOps to have full transparency with the other CRM colleagues Help build and engage the D365 Champion user community Regularly review first- and second-line support quality, identifying and addressing areas for improvement by upskilling the team and assist the service desk in solving functional tickets Deliver insight and improvement suggestions on user needs for digital products and support the team in prioritizing requested enhancements and keep the stakeholders well-informed You are an ambassador of digital products.
Engage with the company's business in APAC to raise the company overall digital capabilities Requirements We are looking for a proactive personality that is eager to work in an international, rapidly changing and challenging environment.
You aspire to grow even more as a CRM expert, who takes pride and joy in improving the CRM system with increased user adoption as a result.
With the following experience, educational background and interpersonal skills: Minimum 3 years of working experience with Microsoft Dynamics 365 CRM Fluent in spoken and written English is a must Proven track record of user training and improving user adoption Functional analysis/consultant experience Prior Fit-gap analysis experience is a plus Excellent communication, interpersonal and presentation skills Outstanding organizational and time-management skills Knowledge in Agile working methodologies Experience in relatable software such as D365 F&O, Office365, Azure DevOps, Jira or Salesforce is a big plus Bachelor/master's degree in information systems or similar through experience