MICROSOFT CRM CONSULTANT

Function description:

As a member of our CRM team, you will have an important role in CRM projects carried out for our customers in the domains of:

• Marketing B2C (e.g. campaign management support) - B2B
• Sales B2C - B2B (e.g. sales force automation)
• Customer servicing (e.g. call / service centre support) B2C - B2B
• Integrating the marketing - sales - servicing processes in the role of a CRM tool expert OR CRM business analyst (and potentially project manager)

in order to carry out the following responsibilities:

• Participating in business requirements collecting
• Mapping business requirements to IT tool functionality
• Tool prototyping
• IT tool set-up & configuration
• IT tool customization
• Specification of IT system integration requirements - architecture
• IT integration work : coordination of delivery
• Evaluating technical feasibility
• IT tool testing

Profile:

• Knowledge of MicroSoft environment: SQL server, Reporting Services, Analysis Service
• Experience in .Net programmation
• Knowledge of other CRM tools (Unica, SAS marketing automation, Siebel, Selligent,...) is an asset
• IT architecturing skills
• Capable to work in a project context
• Proficient communication skills
• Proficient reporting skills
• Good organizational skills
• Minimum 3 years experience

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SIEBEL CRM DOMAIN LEADER

Job Description

As senior expert in Siebel CRM, he / she will be responsible for the launch of the Siebel competence centre and the start-up of Siebel implementation business. His role will consist in development and growth of the domain of Siebel implementation assignments and projects right under the CRM practice manager:

Main responsibilities
Start-up Siebel Competence centre:
- Local knowledge management for the Siebel domain,
- Reporting to Siebel competence centre of the Business & Decision group

People-management:
- Help in identifying and recruiting a Siebel team gradually
- Coach and train new team members in their Siebel assignments

Account management:
- Market study and identification of challenging Siebel assignments;
- Support sales development in partnering with Oracle through identifying niches for Siebel implementations for the whole Belgium (Netherlands and Luxemburg might come in a second phase);
- Pre sales, demonstrations, answer to Request For Proposal...

Profile

- Broad general CRM background (ideally 7 - 10 years experience)
o CRM business case and requirements analysis
o Sales, Marketing and servicing processes
o CRM related measurement & reporting
- Broad functional knowledge of the Siebel solution & modules (min. 5 years proven experience)
o Sales
o Marketing
o Servicing
o Analytics
- Several practical Siebel implementation experiences (minimum 5 years), of which some in a Siebel project implementation leader role
- Feeling for business development
- Ideally has some networking contacts with Oracle, with Siebel customers and with Siebel partners
- Good coaching skills
- Good project management skills
- Proficient communication skills
- Proficient reporting skills
- Good organizational skills

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CRM CAMPAIGN MANAGEMENT SPECIALIST

Job Description

The Campaign Specialist will support the operational campaign management processes and tasks. This involves participation in the definition of targeted campaigns, the set-up of these targeted campaigns in the campaign management tool and the follow-up on both target and response files with the internal and external Sales channels, Marketing campaign sponsors and the Customer Operations team.

Responsabilities:

• Support the management of targeted campaigns. This by supporting business users in defining the right targets for their campaigns. Perform pre-analysis, pre-targetting and counts to campaign sponsors/marketers in an intuitive way to enable decision making.
• Participate to recurrent operational campaign management meetings with campaign owners, channel responsible and target and impact analysis provider.
• Become an expert user of the campaign management tool Translate the campaign concept into an optimal campaign set-up. Deliver the target files to the channels and process the responses.
• Proactively monitor the timing and quality of recurrent and one-shot campaigns in close collaboration with campaign owner and channel responsible.
• Report and proactively follow-up on issues with the campaign management tool or datamart. This in close collaboration with the Process & Tools team.

Profile

• Education in Economics, Marketing or IT.
• Relevant experience in implementation of one or more CRM tools (Siebel, Selligent, Pivotal, MS/CRM, Unica...)
• IT and BI architecturing skills
• Interested in tool configuration and customization assignments
• Capable to work in a project context
• Proficient communication skills
• Proficient analytical and reporting skills

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FUNCTIONAL CRM CONSULTANT

Function description:

As a member of our CRM team, you will have an important role in CRM projects carried out for our customers in the domains of:
- Marketing B2C (e.g. campaign management support) - B2B
- Sales B2C - B2B (e.g. sales force automation)
- Customer servicing (e.g. call / service centre support) B2C - B2B
- Integrating the marketing - sales - servicing processes in the role of a CRM tool expert OR CRM business analyst (and potentially project manager)

In order to carry out the following responsibilities:
- Project scoping
- Business case analysis
- Business - process analysis - design - optimization
- Mapping business requirements to IT solutions
- Project delivery
- Business change management : training - communication - business acceptance management
- Potentially : project management

Profile:

- CRM process knowledge / background in one or more of the domains of
o Marketing B2C - B2B
o Sales B2C - B2B
o Customer service B2C - B2B
- Knowledge of at least one CRM tool
- Good overall business understanding
- Capability to contribute in business requirement analysis
- CRM project experience
- Proficient communication skills
- Proficient reporting skills
- Good organizational skills
- Preferably project management skills, background, experience
- Preferably experience in banking, insurance or utilities or B2B.

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CRM TOOL EXPERT

Typical assignments:

- CRM projects in the domains of
o Marketing B2C (e.g. campaign management support) - B2B
o Sales B2C - B2B (e.g. sales force automation)
o Customer servicing (e.g. call / service centre support) B2C - B2B
o Integrating the marketing - sales - servicing processes
in the role of implementing supporting CRM tools

Main responsibilities:

- Participating in business requirements collecting
- Mapping business requirements to IT tool functionality (tool GAP analysis)
- Tool prototyping
- IT tool set-up & configuration
- IT tool customization
- Specification of IT system integration requirements - architecture
- IT integration work : coordination of delivery
- Evaluating technical feasibility
- IT tool testing
- Potentially : tool training support

Profile:

- Experience in implementation of one or more CRM tools (Selligent, Pivotal, MS/CRM, ...)
- IT architecturing skills
- Interested in tool configuration and customization assignments
- Capable to work in a project context
- Proficient communication skills
- Proficient reporting skills

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ANALYTICAL CRM EXPERT

Typical assignments: A-CRM projects in B2B or B2C context

- Customer segmentation
- Development of predictive models for customer acquisition, cross-selling, up-selling, customer retention, expected customer profitability, expected customer potential
- Development software event detectives for event-based marketing
- Support of mass marketing campaigns (B2C)
o Optimization of customer targeting across campaigns (calculation next best offer,...)
o Design and evaluation marketing campaign
- Industrialization of business processes in B2C or B2B environment
o Customer scoring
o Model monitoring
o Evaluation commercial actions
- Data management activities to set-up the necessary information basis (data mart) for analysis

Main responsibilities:

- Define business context and business problem
- Translate business question into data mining problem
- Data analysis
- Extract relevant data from data sources into data set for modelling/analysis
- Create data for modelling: define relevant target variable, create new business-related variables, transform variables,...
- Solve data mining problem using appropriate data mining methods
- Create technical report and business presentation
- Communicate results to client

Profile:

- Strong analytical and technical skills and the proven ability to creatively solve complex problems
- Open to work also on the data analysis and management (delivery) part
- Good computer and programming skills in the following domains
o Reporting, presentation (MS office tools)
o Data management (SAS, SQL,SPSS,...)
o Computational data analysis (SAS macro, R)
- Working knowledge of statistical modelling techniques: regression, factor analysis, clustering methods, neural networks...and related software (SAS, R, SPSS,...)
- Experience with specific data mining tools or solutions (SAS enterprise miner, SPSS Clementine, KXEN,...) is a plus
- Excellent interpersonal, written and verbal communication skills

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