9. Customer Relationship Management specialist

Lot 2: specialised external consultancy services in the field of information systems

Nature of the tasks

• Customer relationship management aiming at the adoption of digital solutions

• Creation of stakeholder maps or similar

• Creation of adoption dashboards and reports

• Overseeing the adoption journey of several types of stakeholders

• Resolving stakeholder complaints quickly and efficiently

• Contributing to the success of digital projects and initiatives by keeping stakeholders updated to ensure their adoption of digital solutions

• Identifying the services needed to ensure stakeholder satisfaction

• Autonomously turn communication objectives into strategies, tasks and activities and oversee / contribute to their implementation

• Managing communications and defining strategies to increase results in line with defined adoption targets (from awareness to action)

• Creating and enforcing plans that help meet the needs of stakeholders

• Reporting to relevant structures

Education : EQF6 ideally within communication, classics or similar

Specific expertise and technologies

• Knowledge of customer relationship management practices and tools

• Knowledge in using tools to build stakeholder maps

• Knowledge in using tools to build adoption dashboards and reports

• Knowledge in analysing customer segments, e.g., experiencing a specific product problem

• Experience in the use of Atlassian collaborative tools (e.g., Confluence and Jira) and Microsoft Office Tools (e.g., PowerPoint)

• Experience in (or familiarity with) the IT domain is a plus.

Certification and/or Standards

• Not applicable

Skills

• Ability to work autonomously, managing his/her own workload independently, providing status updates, liaising with others and escalating issues as appropriate.

• Strong interpersonal skills and ability to understand what each stakeholder wants and needs

• Aptitude to foster positive relationships

• Problem-solving attitude

• Excellent communication skills

• Ability to prepare clear and well-structured documents, and presentations

• Teamwork and leadership skills, including ability to work in a friendly, organised, and well-structured manner also under pressure

On-call services foreseen for this profile : Yes