CRM Specialist - French speaker

• This role serves as an assistant (not an Admin) to the Customer Relationship Manager by being a liaison between business customers and various departments within BNPP to improve the effectiveness of communication, marketing and service management
• The objectives of this position is to build a partnership with customers through transparency of services and focus on ensuring consistent positive delivery by having a clear understanding of the users business needs and wants
• This role also provides a framework allowing ITP teams to more effectively manage expectations
• Most importantly, this role requires tech tools, process and terminology transcribed into layman terms for the user community

• Spread awareness through design, coordination and deployment of bankwide marketing campaigns including branding, mass communications, posters, desk drops, etc
• Strategical Marketing plans
• Product Launch Campaigns
• IT positioning perception
• Strengthen customer communication and loyalty
• Promote awareness and visibility
• Ability to understand and translate technologies

• Development and delivery focused on ease of comprehension and maximum impact
• Creation of User Guides, Frequently asked Question, quick-guide-reference sheets, and online video tutorials
• Conduct in person training sessions via classroom style seminars
• Coordinate, manage and run Digital Bars

Creation of New Systems

• Collection of data and requirements from key stakeholders and service owners including general functionality, approval and workflow, notifications, reporting, etc
• Understand the tool and design functionality and work closely with development team to create easy-to-use systems and ensure end user experience is convenient and efficient
• Liaise with relevant support teams to understand implementation needs, queue management and overall process
• Become subject matter expert to properly document policy and procedures, training guides, conduct UAT, and marketing campaigns, as needed

Gather feedback from end users and support

• Analyze data, look for noticeable trends and where applicable implement service improvement plans, conduct further training, and suggest rooms for improvement

Support of Existing Tools and Processes

• Ongoing support and troubleshooting by understanding the problem, solve when applicable, or communicate to developers to identify and resolve the issue.
• Liaise with CRM regularly to understand ongoing issues, analyze feedback and issues, and suggest areas for improvement
• Assist in escalations and broad system issues
• Responsible for marketing and communications
• CRM move support

• Creative thinker (marketing)
• Strong PowerPoint skills
• Verbal and written French skill
• Strong presentation skills (written and verbal)
• Expert knowledge of MS office products
• Excellent written and verbal communication skills
• Ability to understand and translate technologies
• Strong administrative skills
• Expert in networking
• Ability to create, foster and maintain relationships with end users and Providers
• Ability to be professional and friendly
• Ability to work with difficult people in a respectful and professional manner
• Flexible to work and be responsive during off peak hours as needed
• Ability to quickly adapt changes / people / processes / culture
• Enjoy and thrive in a team/collaborative culture
• Ability to work independently
• Ability to take initiative
• Must be organized

• Candidate should be fluent in French (Both written verbal).
  Should be willing to work in evening shift (Starting 6PM IST)

Skills Referential

Behavioural Skills

• Ability to collaborate / Teamwork
• Decision Making
• Communication skills - oral written
• Organizational skills

Transversal Skills:

• Ability to understand, explain and support change
• Ability to manage a project
• Ability to develop and adapt a process
• Ability to anticipate business / strategic evolution
• Ability to manage / facilitate a meeting, seminar, committee, training

Education Level:

• Bachelor Degree or equivalent

Other/Specific Qualifications (if required)

• Candidate should be fluent in French (Both written verbal).
  Should be willing to work in evening shift (Starting 6PM)