Client Relation Center Solutions Business Owner

Your missions

• Change Leadership: Drive change management and best practices for CRC engagement solutions.
• Coordinate CRC project deliveries and change management activities.
• Lead business reviews and continuous improvement. Develop the CRC client and user experience roadmap.
• Manage change requests and propose enhancements for CRC systems.
• Lead CRC web engagement across digital channels.
• Transformation Leadership: Lead the CRC transformation in FY26.
• Oversee and enhance the CRC technical stack.
• Enable CRC ambassador technical solutions.
• Lead the Social Care solution and Sprinklr integration.
• Workforce management solution transition: lead the project to ensure the technical transition and business adoption of the WFM tool
• CRC Community Enablement: Promote adoption of CRC tools and provide support.
• Manage integrator consultant and consultants.
• Translate business processes into KPIs with the data analyst.
• Manage end-to-end RFP process for CRC digital engagement.
• Qualify RFPs and make go/no-go decisions.
• Ensure compliance and quality.
• Develop comprehensive RFP responses, ensuring compliance with requirements and highlighting the value proposition of our CRC solutions.
• Collaborate with internal stakeholders (e.g., technical teams, business units) to gather necessary information and ensure accurate and compelling RFP submissions.
• Ensure all RFP responses meet quality standards and are delivered on time.

your profile

• Bachelor's degree
• 3 years of experience in proposal management, technical writing, or a related field.
• Proven ability to manage complex projects and meet deadlines.
• Excellent writing, editing, and communication skills.
• Strong analytical and problem-solving skills.
• Experience with CRM System and Splinklr
• knowledge or experience in luxury industry may be a plus