Customer Relationship Management Business Coordinator- Position Description
Transcript of Customer Relationship Management Business Coordinator- Position Description
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7/29/2019 Customer Relationship Management Business Coordinator- Position Description
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CRM Business Coordinator October 2004
Work Profile
DOCS#1411444V3
WORK PROFILE
DIVISION: Marketing and Communications
BRANCH: Customer and International Relations
TITLE OF WORK PROFILE: Customer Relationship Management
Business Coordinator
POSITION No: TBC
CLASSIFICATION: Class 7
PERIOD: Temporary position to June 2006
DATE CLASSIFICATION
COMPLETED:
MANAGERS SIGNATURE:
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CRM Business Coordinator October 2004
Work Profile
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1 THE CITY OF MELBOURNE
Melbourne is Australias second largest city and is arguably the commercial and
financial centre of the nation. The City has many features to offer its 55 000 residents
and 400 000 workers, shoppers and visitors. It is renowned for its parks and gardens;
the cultural, sporting and recreation activities are second to none; public transport isgood and the community services are excellent.
The Council is the guardian and administrator of the City of Melbourne. It has a local,
national and international role in stimulating and shaping Melbourne as the world's
most livable city.
The City of Melbournes structure comprises six divisions:
x Assets & Servicesx Sustainability & Innovationx Design & Culturex Corporate Performancex Finance andx Marketing & CommunicationsThese divisions are responsible for ensuring quality services are delivered which
provide maximum benefits at the best cost for all stakeholders. They do this by
building partnerships with the community, business and government to promote the
growth, prosperity and quality of Melbourne. The Council has a strong commitment to
ensure excellence in serving its direct customers, ratepayers and, in its role as Capital
City of Victoria, the wider community.
2 WORK AREA CONTEXT
The CRM Project Implementation Team is part of the Customer and International
Relations Branch in the Marketing and Communications Division.
The Marketing and Communications Division is responsible for the strategic marketing
of both the City of Melbourne (CoM) as an organisation and Melbourne as a world
class city in which to work, live, study and visit. The Division is responsible for the
long term positioning of both the corporation and the City, to ensure that Melbourne
continues to develop as a successful city of international distinction.
The role of the Customer and International Relations Branch is to:
x provide a direct customer liaison, information and advocacy servicex develop and implement the CoMs Customer Service Strategyx manage and lead major initiatives to improve customer service delivery across
CoM, including the implementation of a CRM system
x implement Place Management within the municipality
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x manage the Melbourne Town Hall as a viable commercial facility and maintain anddevelop its traditional role as a centre for a wide variety of civic, cultural, business,
entertainment and political purposes
x manage the City of Melbournes sister cities and international relations program.
3 ORGANISATIONAL RELATIONSHIP
The CRM Business Coordinator reports to the Manager Customer and International
Relations.
The CRM Business Coordinator will be an integral lead the CRM Project
Implementation Team, comprising of staff from the Customer and International
Relations Branch and the Business Information Services Branch. In particular, the
position will work closely with the Customer Service Strategy Coordinator, the CRM
Project Manager and the Business Analyst Team Leader.
It is likely that the CRM Business Coordinator will need to manage staff or
contractors.
The Business Coordinator participates in the Council's Performance Management
framework - the Individual Performance Plan. This involves planning and agreeing
work and skill development objectives and reviewing, assessing achievements on a
regular basis.
The position may be required to work outside normal office hours. Flexible working
arrangements can be agreed at the local work area, although this does not extend to a
regular rostered day-off arrangement.
4 WORK FRAMEWORK
The City of Melbourne has implemented and operated the Vantive customer contact
management system since December 1997. The product is a core City of Melbourne
system; however, support for the product is being withdrawn and continued use by the
Council will be unsupported.
Consequently, the Council has agreed to migrate from Vantive to a new generation
CRM system. The CRM implementation project will cover system design,configuration, test deployment and change management.
Customer and International Relations is the Business Owner of the Vantive system and
will continue as Business Owner of the new CRM solution under the Customer
Contact Management component of the Customer Service Strategy.
The CRM program is part of the wider vision for customer service, outlined within the
Customer Service Strategy. The CRM program is directly linked to Councils E-
government strategy and vision, as well as the Corporate Plan. The overall program is
managed by a steering committee, involving representatives from work areas across the
organisation. Another key project is a major Business Process Management program
being managed by Business Information Services with the aim of streamlining Council
processes and systems.
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CRM Business Coordinator October 2004
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The CRM Business Coordinator will be responsible for ensuring that the requirements
of Council with regard to CRM are delivered and scoped as defined in the Project
Charter. He/she will coordinate across the Corporation, with external stakeholders and
at times with clients external to the Corporation.
The position requires an experienced professional who will provide business processadvice to the CRM project team and to client groups within the Corporation. The
CRM Business Coordinator will be required to work closely with relevant project staff
in Business Information Services.
4.1 Key Result Areas
The key priorities for the CRM Business Coordinator are
x Ensure support is given to the CRM Project Manager and Business Support Partner,to meet the resource requirements of the project. This will include determining and
managing business related resources required to input into the project.
x Manage all risks for the CRM project. This includes maintaining a risk register andreporting the status of all risks to the CRM Steering Committee.
x Drive a review of the current environment relating to business processes andtechnical modifications to the existing Vantive system.
x Drive process improvements with work areas to ensure their individual requirementsare met and the most efficient outcome is achieved from the CRM project.
x Drive the development of business rules for the use of the CRM system and ensuresystems, processes, training and communication are put in place to support
compliance with the business rules.
x Develop preliminary design objectives for workflow, scripts, screens and reports.x Coordinate and oversee the creation of Technical and Functional Test Plans and
participate in migration testing.
x Support the pilot development, pilot evaluation & focus group analysis.x Ensure the development of general education and training material and the provision
of support and training to user groups.
x Support the Communications team to ensure the organisation is provided withappropriate and regular information throughout the project.
4.2 Communication
The Business Coordinator requires sophisticated communication skills in many areas
information provision, presentation, staff management, consultation, persuasion,
negotiation, education and relationship building.
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Within CoM, the Business Coordinator works closely with the Manager Customer and
International Relations, the Customer Service Strategy Coordinator and a wide variety
of Council work areas to achieve process and design related objectives.
The Business Coordinator also has significant contact with the Business Information
Services Branch.
4.3 Responsibilities and Accountabilities
The Business Coordinator is responsible for ensuring the CRM system meets the
process and business needs of work areas.
The Business Coordinator deals with internal and external contacts on a substantially
independent basis and is fully accountable for this contact, particularly the direct, oral
and on-the-spot contacts.
The Business Coordinator is expected to keep the Manager Customer and International
Relations informed of the work outputs and outcomes and any unusual or potentially
significant issues.
The position is responsible for the development of the Branch resources to maximise
their effectiveness in the project and beyond.
The Business Coordinator is responsible for the quality of his/her own relationships
and working contacts, externally and within the organisation. Effective and open
relationships with service areas within the organisation are essential, and the quality of
these relationships and those formed with the community significantly affect the
Business Coordinators ability to be successful in this role.
The Business Coordinator will comply with all OHS policies, procedures and
requirements and take reasonable care to protect their own health and safety and the
health and safety of others in the workplace. All staff are required to immediately
report any incidents, hazards or near misses to the relevant supervisor and actively
participate in hazard elimination where required.
4.4 Decision Making
The Business Coordinator works with a substantial degree of independence and
autonomy, making decisions about project priorities and directions.
His/her decisions will have a substantial impact on the success of project outcomes,
employee satisfaction with the CRM system and customer service delivery across
Council.
4.5 Complexity
The complexity of the Business Coordinator role is in the range of internal and
external relationships and the wide range of issues, customers and services that are
affected by the function.
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4.6 Key Selection Criteriax Tertiary qualification in a relevant discipline and/or extensive experience in a senior
project management role.
x Substantial relevant experience in and understanding of CRM principles and systems.x Substantial relevant experience and demonstrated ability to lead change in a
customer service environment.
x Ability to self manage and capable of managing multiple projects at the one time.x Strong practical strategy development and problem solving skills in the context of
technology design and demonstrated ability to develop creative processes, systems
and solutions to business process and user issues.
x Excellent demonstrated personal communication skills, particularly in managingchange, gaining cooperation and building internal and external relationships.
x Sophisticated understanding of and strong commitment to both the theory andpractice of customer service.
x Excellent written communication skills, including ability to formulate effectivewritten communication for a wide variety of audiences, and competent document
preparation skills (ie keyboard skills, ability to use standard office software and CoM
computer systems).
x Excellent demonstrated staff management skills, in a project context.