Global Commercial CRM Manager (m­­/­­f­­/­­d)

You act as the responsible and accountable Lead for all HERAEUS Conamic Commercial CRM ecosystem projects, with specific focus on related People, Processes, Systems and Business Intelligence. You act as the strategic interface between the CRM Users and their managers, defining the to-be-situation, define and execute a change management plan across all CRM stakeholders to and ultimately improving process- and data quality. You define CRM Key User skills, establish and maintain a CRM Key User community, including regular touchpoints to share news and gather feedback, while establishing a shared resource site (TEAMS or similar), etc. and deliver training. You define and manage the CRM governance process, including the end-to-end enhancement request process (identify, document, evaluate, approve, develop, test, train) and User support. You define standard operational procedure (SOP) to enforce high level of data quality. You define, compile, and disseminate system usage data and suggest areas of improvement in terms of data quality and usage KPIs, while contributing to incentive plan decisions. You define the prprimary and secondary KPIs for each CRM role, including possible visualisation options via a suitable BI tool.