Bain & Company Inc

Specialist, CRM

Job Location India-New Delhi
Job ID
2021-5637
Posted Date
7/9/2021
Category
Commercial Operations
Type
Regular Full-Time

Company Overview

Bain & Company is the management consulting firm that the world’s business leaders come to when they want results. Bain advises clients on strategy, operations, information technology, organization, private equity, digital transformation and strategy, and mergers and acquisition, developing practical insights that clients act on and transferring skills that make change stick.  The firm aligns its incentives with clients by linking its fees to their results. Bain clients have outperformed the stock market 4 to 1. Founded in 1973, Bain has 57 offices in 36 countries, and its deep expertise and client roster cross every industry and economic sector.

 

Department Overview

CRM is part of the Global Commercial Operations department at Bain with its headquarters in Boston and global teams across different offices around the world.

 

Position Summary

This position is based in Bain’s GBS (Gurgaon) office and is an integral part of the Global CRM team.  This role should lead efforts on CRM user onboarding, user training support, and overall relationship data functions. Additionally this role will support the global CRM team on various integrity projects to drive continuous data improvement and operational excellence initiatives for the CRM system.

Process and project management

  • Provides inputs about global training program to other senior members of the team. Occasionally travel to train end users, as and when required. Document all central processes and ensure regular updates to them on SharePoint.
  • Manages the contact relationships-data function, ensuring regular audits of data to identify inconsistencies and redundant data. Drives issues to resolution and ensures repeat problems are communicated to global end users and software support teams.
  • Manages CRM accounts administration function, focusing on all new and existing users in the system. This might include account creation/deactivation, onboarding and off-boarding CRM users and regular audits of user data to identify inconsistencies. Responsible for server-side synchronization for CRM and Outlook exchange email systems through Riva application.
  • Leads projects and initiatives requests relating to data quality.  Collaborates closely with the wider Global CRM team and communicate with the ‘data owners’ at all levels during various phases of these projects or requests.

Continuous development of program

  • Evaluates current CRM design and features, and propose functional improvements in the system to enhance overall user experience. Articulates clear recommendations on how to improve the interface/processes and thus quality of CRM output
  • Utilizes exceptional communication skills to develop program and deliver insights. Drives necessary process changes and facilitates brainstorming with impacted stakeholders to get to resolve issues and build consensus. Use PowerPoint slides and other technical tools to deliver compelling presentations.
  • Regularly analyzes processes associated with contact and de-duplication functions for improvements and optimization. Identify opportunities for saving overall time and effort used in the process. Use newer technology and insights from regular data monitoring to identify and resolve problems.

Insights and reporting

  • Creates live data visualization dashboards using Tableau to analyze trends and monitor problem areas. Prepares functional process updates to regularly report progress on different functions and programs.
  • Reviews various advanced CRM searches and SQL queries focusing on data accuracy and monitoring, to recognize possibilities of optimization of processes with strong knowledge of required technologies (SQL and Excel data modelling).

People management

  • Oversees regular work for couple of junior members in the team with a focus on user data, functions supporting their growth with training, daily task oversight and addressing queries as needs arise.
  • Responsible for overseeing the quality of output of the team members. Identifies areas for operational improvement.  Proactively resolves problems and escalate issues to the manager, as necessary

  • Master’s degree in Business Administration, Computer Science, Data Science or a related field is highly desirable.
  • Should have 5 to 7 years of prior experience working in database systems in a professional services environment. Experience using CRM systems, specially Salesforce CRM preferred.
  • Technical exposure to databases and basic understanding of SQL logic required.
  • Experience using data visualization tools required, Tableau knowledge necessary.
  • Firsthand experience in secondary data research methodologies required.
  • Excellent English communication skills, both verbal and written, with an ability to communicate succinctly at all levels of the organization.
  • Excellent customer management skills to work with global internal clients.
  • A strong attention to detail and a high level of accuracy.
  • Reliable, consistent and mature and able to work independently with a positive attitude.
  • Ability to calmly multitask, and learn quickly in a fast paced environment.
  • Ability to deal with ambiguity and develop sustainable solutions to deliver practical results.
  • Able to work closely with teams in Australia, USA, France or other parts of the world, which will require flexible hours and potential global travel.

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