• To assist in implementing the MS Dynamics Lead Management Platform into Etisalat's existing sales process.
• Working with business units to facilitate the implementation and support of all Dynamics features
• Update and maintain Functional and Technical documentation and manuals related to the Lead management & CRM.
• Engage with the vendor(s) on a daily basis to monitor the progress of new development activities and defect fixes.
• Analyze the business process and operations work flow and come up with proposals for process mapping in the MS Dynamics platform.
• Document the agreed business process Mapping with the functional departments
• Create the test cases for MS Dynamics.
• Organize the user acceptance Tests and document the necessary improvements.
• Continuously monitor the performance of the system and suggest various ways to improve whenever required.
• Act as the first point of contact for the users for any queries or operational assistance.
• To manage Lead Management Platform to ensure optimum utilization of leads to maximize productivity.
• Implements & manages reports & dashboards in Lead Management Platform ensuring the users have access to key data required to successfully manage the business.
• Create strong relationships with each business-operating unit to continually improve daily operations and efficiencies.
• Reporting and Analysis including sales pipeline reports and dashboards, key metrics and KPIs & adhoc strategic analysis.
• Assist management in making decisions & implementing goals, strategies and objectives to achieve the department’s goals.
• Build analytics to identify high propensity to buy model.
• Analyze leads / database & implement strategies to increase sales performance.
• Identify root cause for conversion levels & work on improvement.
• Recommend changes to the current process & identify new sources of leads, based on market research and new trends.

Objectives

• The overall responsibility of this role is to manage the Microsoft Dynamics Lead management implementation and post implementation support to ensure optimum utilization of the platform. This is a key role which will help Etisalat improve its sales operations process and help ensure that we are more efficient at dealing with interested Etisalat customers across all channels. This role will help drive Etisalat's aim of creating a world leading Omni-channel purchasing experience for our customers.