CRM Champion Job Listing at Alcoa in Madrid (Job ID Req-31689)

Description

Shape Your World

At Alcoa, you will become an essential part of our purpose: to turn raw potential into real progress. The way we see it, every Alcoan is a work-shaper, team-shaper, idea-shaper, world-shaper.

As a leader within Alcoa, you can help us fulfill our purpose and realize our vision to reinvent the Aluminium industry. Be part of the team that is helping shape a better workplace with a better work-life balance and the equal opportunities that help everyone thrive. You have the power to shape things to make them better.

About the role: CRM Champion is expected to drive the adoption, optimization, and success of our Customer Relationship Management (CRM) system across the organization. This role is critical in ensuring that teams effectively leverage CRM tools to improve customer engagement, increase efficiency, and maximize sales and marketing performance.

The ideal candidate is a CRM user with a passion for data-driven decision-making, process improvement, and user training. The employee in this role will act as the bridge between teams, ensuring the CRM system meets business needs while enhancing user experience.

The CRM Champion must be responsible for maximizing the value of the company's CRM system, with a strong focus on Salesforce and its connections with other systems (Oracle and Workday Adaptive), to drive growth and efficiency across Marketing, Sales, and Commercial Supply Chain. This role bridges the gap between business needs and the technical team, ensuring the CRM platform aligns with strategic goals and empowers users.

Key Responsibilities in the main areas of action:

CRM Strategy and Change Adoption:

• Champion the adoption and effective use of the CRM system across departments.
• Develop and execute the CRM strategy, aligning it with business objectives in Marketing, Sales, and Customer Service.
• Gain a deep understanding of company priorities and how the CRM can contribute to their achievement.
• Identify opportunities to enhance CRM functionality through automation, integrations, and best practices.
• Ensure CRM data is accurate, up-to-date, and properly segmented for reporting and marketing purposes.
• Work with IT and vendors to troubleshoot issues and implement system upgrades.
• Stay abreast of the latest Salesforce trends and features, evaluating their potential to enhance processes and results.

User Support, Reporting & Insights:

• Develop and deliver CRM training sessions and materials for new and existing users.
• Act as the primary point of contact for CRM-related questions and support. Track CRM usage and create plans to improve use.
• Gather feedback from users and work on continuous improvements to enhance usability.
• Create dashboards and reports to track sales performance, customer engagement, and CRM effectiveness.
• Monitor KPIs and user adoption rates, driving initiatives to improve CRM utilization.
• Capture, document, and prioritize requirements using methodologies like MoSCoW (Must; Should; Could; Won't.)

Project and Process Management:

• Participate in CRM project planning and execution, from scope definition to implementation and tracking.
• Apply agile methodologies such as Kanban or Scrum to manage workflow and ensure timely project delivery.
• Oversee and coordinate testing phases (UAT) to ensure the quality and functionality of implementations.
• Define and optimize CRM-related business processes, ensuring efficiency and user adoption.

Salesforce Expertise and Evolution:

• Maintain current knowledge of Salesforce functionalities, focusing on user experience and capabilities for Marketing, Sales, and Customer Service.
• Identify opportunities to leverage new Salesforce features to improve CRM efficiency and effectiveness.
• Promote CRM adoption and effective usage among users, providing training and support as needed.

About the Location

Recognized as an industry pioneer, Alcoa is an international company with operations across 6 continents. Our Spanish portfolio includes a Corporate office in Madrid and the San Ciprian operation which consists of an Alumina Refinery, and an Aluminum refinery. Alcoa is recognized as a key economic player in the region and our aluminum smelter continues to operate and supply customers in Spain and across Europe with foundry ingots, extrusion billets and rolling plates. Wherever you choose to join us, you'll be joining a global team committed to advancing sustainability and delivering excellence and innovation.

We are values led, vision driven and united by our purpose of transforming raw potential into real progress.  Our commitments to Inclusion, Diversity & Equity include providing trusting workplaces that are safe, respectful and inclusive of all individuals, free from discrimination, bullying and harassment and that our workplaces reflect the diversity of the communities in which we operate.

This is a place where you are empowered to do your best work, be your authentic self, and feel a true sense of belonging. Come join us and shape your career!

Your work. Your world. Shape them for the better.