In this role, you will be responsible to help driving the proficient use of CRM, which is a core element of Sonova Wholesales strategy for delivering outstanding customer and end consumer experiences. Your contribution will enable professionals in sales, marketing, and customer services to perform their tasks more effectively and efficiently through the creation & maintenance of training materials and the ongoing learning & knowledge advancement of all CRM users.

CRM Knowledge Management Specialist

Your responsibilities

• Create and maintain training contents for sales, marketing and customer services on how to work with CRM, following guidelines from CRM functional managers and key business stakeholders
• Continuously maintain the “CRM Knowledge & Training” portal to ensure the provision of up to date contents to CRM stakeholders. That include, but are not limited to, key CRM definitions, processes, operating instructions, CRM changes and project overviews
• Hold CRM functional managers accountable for ensuring the accuracy of training materials and updated contents on the “CRM Knowledge & Training” portal
• Support functional CRM Managers across sales, marketing and customer services on the execution of CRM related projects and initiatives, including the conduction of training sessions, creation of video tutorials, etc
• Support CRM stakeholders from headquarters and Group Companies on ad-hoc questions related to CRM (how to maintain records, create reports, etc)
• Coordinate CRM Releases by organizing & moderating cadences, supporting CRM functional managers on the preparation of presentations and publishing relevant contents
• Maintain CRM Key Users & Stakeholders lists up to date, including email distribution lists and communication channels
• Support CRM functional managers and IT in maintaining required CRM documentation in JIRA and Confluence
• Maintain user accesses in CRM for headquarter stakeholders, including CRM Analytics permissions
• Monitor usage and adoption of CRM, including recently deployed processes, features and functionalities

Employer requirements

• Bachelor’s or Master’s degree (in progress or completed) in Business Administration, Marketing, Communications, IT Management or a related field
• Minimum 3 years of experience creating training materials or work instructions for digital systems (preferably CRM) in a multi-functional, international environment
• Experience maintaining knowledge database and conducting online training presentations
• Advanced Microsoft Office tools (e.g. PowerPoint, SharePoint)
• Experience with tools to create learning materials and/or video tutorials
• Fast comprehension and eager to learn new things, with desire to evolve on CRM environment
• Excellent communication skills, high flexibility to engage in multiple areas, and dive in where help is needed
• Proficiency in English (both spoken and written)
• Strong business and customer focus, having change driven mindset
• Comfortable working in cross-functional and cross-cultural teams in an international environment
• High degree of personal responsibility and commitment, independent and pro-active work style
• Experience with Salesforce CRM
• Experience in sales, marketing or customer services

What employer offers

• Open corporate culture with supportive atmosphere
• Permanent employment and stable working conditions
• High innovation pace and interesting med-tech products
• Cafeteria benefit system covering private medical care, etc.
• Modern office with comfortable working environment
• Onboarding program including close cooperation with your line manager and the team
• Support in further training and development opportunities