IFC — a member of the World Bank Group — is the largest global development institution focused on the private sector in emerging markets. We work in more than 100 countries, using our capital, expertise, and influence to create markets and opportunities. Our mission is to leverage the power of the private sector to end extreme poverty and boost shared prosperity on a livable planet.
The mission of the Corporate Information Technologies Department (CIT) is to leverage Information Technology to enable IFC’s strategic priorities and to support IFC’s business and operations. By acting as the technology partner and business enabler, the department provides state-of-the-art information and technology solutions to support IFC’s operations.
We are seeking a highly skilled and experienced Senior Client Relationship Management (CRM) Functional Expert to join our dynamic team. This role is pivotal in transforming & driving the CRM platform approach, guiding customer experience journeys, optimizing business workflows, and leading the functional design, configuration, and optimization of the CRM platform. The goal is to enhance our customer engagement strategies and align with our business objectives. The ideal candidate will possess a deep understanding of CRM platforms, coupled with a strategic mindset and a hands-on approach to problem-solving. The position will be based in Washington, DC.
Duties and Responsibilities
Customer Experience Journeys: Guide design and optimization of customer experience journeys within the CRM platform to enhance customer satisfaction and engagement. Map out customer touchpoints and interactions to ensure a seamless and personalized customer experience.
Business Workflows: Analyze, design, and optimize business workflows within the CRM platform to improve operational efficiency. Collaborate with various business stakeholders and team members to understand the processes and integrate these workflows into the CRM platform, ensuring they support business objectives.
Business Requirements Analysis: Collaborate with business stakeholders across various business stakeholders to gather and analyze business requirements. Translate these requirements into functional specifications that guide the development and customization of the CRM platform.
Design: Lead the overall functional design of the CRM platform ensuring it supports the strategic goals and operational needs of IFC. This includes developing a comprehensive plan for the platform’s functional architecture, design, and deployment.
Platform Configuration: Provide functional guidance to the implementation team on configuring the CRM platform to meet business needs, including developing workflows, dashboards, and analytical reports that provide actionable insights. Ensure the platform is set up to support both customer experience journeys and business workflows effectively.
Integration with Business Applications: Work closely with IT and other relevant stakeholders to integrate the CRM platform with other business applications and technologies. Ensure seamless data flow and interoperability between systems to support business operations and customer engagement.
Testing and Troubleshooting: In partnership with the product team, conduct thorough testing to ensure functionality and reliability. Troubleshoot issues promptly and implement solutions to maintain optimal performance.
Metrics & Monitoring: Define & implement relevant metrics, monitor, and analyze usage and performance, identifying areas for improvement. Implement necessary enhancements to ensure the platform remains efficient and effective in supporting customer engagement and business processes.
Documentation: Prepare and maintain detailed documentation, including functional design, configurations, user guides, and training materials. Ensure documentation is comprehensive, up-to-date, and accessible to relevant stakeholders.
Best Practices and Trends: Provide expert advice on CRM best practices and industry trends to enhance platform performance and user adoption. Stay updated with the latest advancements in CRM technology and customer engagement strategies.
Selection Criteria
Education: Master’s degree in Information Technology, Business Administration, Computer Science, or a related field.
Experience: Minimum of 8+ years of relevant experience in Financial Services CRM platforms, with at least 3+ years in a senior or lead role implementing a CRM platform in global private sector investment banks.
Technical Skills: Proven expertise in Financial Services CRM solutions or equivalent platforms. In-depth knowledge of CRM best practices, data management, and system integration techniques.
Analytical and Problem-Solving Skills: Demonstrated analytical and problem-solving skills, with the ability to make sound decisions based on data and analysis.
Project Management: Strong project management capabilities, with the ability to execute against agile/hybrid-agile methodologies and experience managing multiple projects and priorities simultaneously.
Communication Skills: Excellent communication and interpersonal skills, with the ability to work collaboratively with diverse teams and stakeholders.
Training Experience: Experience in developing and delivering training programs for a varied audience.
Certifications: Relevant CRM certifications are highly desirable.
Commitment to Mission: Demonstrated commitment to the mission and values of IFC.
