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Job description: APAC FSO CRM Senior Associate

Grade: Senior Associate

The opportunity

The APAC FSO CRM Senior Associate is a key role within the APAC Financial Services Organization (FSO), responsible for managing CRM operations across country markets, service lines, and sectors. The senior associate assists the Markets Operations Lead to ensure the integrity and accuracy of sales and pipeline data. As the organization transitions from Mercury CRM to Microsoft Dynamics in September the role is integral to successful transition and transition to the new CRM system and methodology. This role requires a strategic mindset to manage the CRM network, drive data quality awareness, and support the transformation of CRM operations.

Your key responsibilities

• Assisting the Markets Operations Lead, ensuring effective management and continuous improvement of CRM processes.
• Develop and implement a holistic governance methodology for sales and pipeline data quality.
• Visualize and monitor various data quality (DQ) KPIs to aid in forecasting, including anticipated win dates, calendarization, and weighted pipeline figures.
• Oversee the transition from Mercury CRM to Microsoft Dynamics, ensuring a smooth migration and minimal disruption to operations.
• Provide weekly alerts and DQ communication to users, utilizing the new CRM system for source data.
• Collaborate with teams across account levels, countries, operations, leadership, and markets to understand and improve forecast quality.
• Filter and display pipeline DQ issues, allowing for easy identification and action on individual opportunities.
• Collaborate with GDS CRM teams supporting other regions/areas and focus on team capability development.
• Drive the adoption of the "All In" strategy, ensuring accurate and up-to-date pipeline information.
• Address pipeline DQ issues such as lapsed opportunities, misaligned calendarization, aged opportunities, dormant opportunities, and rapid deal closure.
• Provide leadership views and reporting for various committees and leadership boards.
• Implement pipeline DQ improvement actions, leveraging CRM champions outreach programs and digital media campaigns to enhance user engagement and awareness.
• Monitor and report on the monthly trend of increased DQ dashboard use within the CRM network.
• Design/leverage existing digital media campaigns to improve S&P Data Quality and user awareness.
• Foster strong relationships with key stakeholders to support CRM operations and data quality initiatives.

Who Will Benefit:

• Regional leadership, country, sector, service line, and segment leads.
• CRM users and champions across APAC FSO.
• Pursuit leaders, Markets and business development teams.
• Operations and leadership teams focused on data quality and CRM efficiency.

Key Benefits of improved Data Quality:

• Enhanced decision-making capabilities.
• Reduced costs associated with maintaining CRM data.
• Increased awareness of strengths for campaign expansion or resource hiring.
• Improved predictability of business performance and pre-sold book.

Skills and attributes for success

• Comfortable working in a matrixed virtual organisation with excellent communication and networking skills – able to effectively manage and influence senior leaders as well as a broad range of stakeholder.
• Being able to adjust according to the audience with a focus on getting work accomplished.
• Ability to work in a high pace, agile environment.
• Ability to work under pressure and to tight deadlines, managing multiple priorities effectively.
• Ability to create insights or synthesize complex information into simple, high impact messages.

To qualify for the role, you must have

• Experience in CRM operations management, preferably within a financial services environment.
• Strong understanding of data quality principles and KPIs.
• Experience with transitioning CRM systems, particularly from Mercury to Microsoft Dynamics.
• Excellent communication and stakeholder management skills.
• MS Office — Demonstrated expert level experience in MS Office (Word, Excel & PowerPoint)
• Expert/ Intermediate level experience in Power BI
• Expert/ Intermediate level experience in Alteryx, UI Path
• Expert/ Intermediate level experience in Power Query, PowerApps and Power Automate
• SharePoint Management
• Strong Knowledge of Alteryx, Power BI, PowerApps and Power Automate
• Strategic thinking with a focus on continuous improvement and innovation.
• Good project management and change management skills.
• Experience in a cross-border role, successfully managing multiple complex efforts at a global level.
• Excellent relationship building and interpersonal skills, including cross-cultural competence.

Ideally, you’ll also have

• Bachelor’s degree in finance or accounting (or equivalent area of study or experience).
• 5+ years of overall experience
• Influencing and networking skills.

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