CRM Lead

You will lead CRM initiatives and drive functional implementation within the CRM ecosystem.

Responsibilities

• Lead CRM projects in cross-functional enterprise settings.
• Manage stakeholders and drive communication across teams.
• Develop detailed functional and technical documentation.
• Apply best practices to customer service operations and CRM/contact center processes.

Required Skills

• 5+ years in CRM leadership or consulting roles with Oracle Service Cloud (Fusion).
• Bachelor's degree.
• Solid understanding of customer service operations and CRM/contact center best practices.
• Strong stakeholder management and communication skills.
• Ability to create detailed functional and technical documentation.
• Experience managing projects in cross-functional enterprise environments.
• Familiarity with Oracle Service Cloud.

Preferred Skills

• Oracle certifications (e.g., Oracle B2B Service Certified).
• Familiarity with scripting (JavaScript, PHP) in Oracle Service Cloud.
• Experience with middleware/integration tools (e.g., MuleSoft, Oracle Integration Cloud).
• Understanding of customer experience analytics and reporting (e.g., Oracle BI, Genesys Reporting).