Customer Care Operational Support
The Automobile Association (The AA)
Responsible for guiding the direction of the CRM system, working closely with end users, driving system customisation, and light MS CRM development. Key tasks and responsibilities include:
- Understanding the operational processes within the sales and finance departments, analysing requirements for new solutions and seeking out efficiencies.
- Working with users across the organisation to gather functional and non-functional requirements and preparing comprehensive technical specifications.
- Closely manage the relationship with software vendors and third party service providers to implement projects and resolve technical issues.
- Deal with day-to-day issues raised by users and manage through to resolution.
- Manage a range of projects involving stakeholders, business users, technical teams and third parties.
- Understand the software solutions in depth to determine how they can be best used to support the company's processes.
- Hosting regular stakeholder meetings to determine how business systems need to adapt to meet business changes; assess and manage priorities.
- Raising business cases to justify project spend through cost savings and/or revenue generation.