DRSC Asia Pacific Growth: Manager, CRM Relationship Manager

Title: DRSC Asia Pacific Growth: Manager, CRM Relationship Manager

Deloitte Asia Pacific brings together our geographies in Australia, China, Japan, Korea, South Asia, Southeast Asia, New Zealand and Taiwan with more than 4,000 partners and 90,000 professionals. The formation of the Deloitte Asia Pacific Member Firm enhances our ability to provide a more seamless client experience across geographical boundaries, while at the same time offering you unique and unrivalled career experiences and opportunities.

The AP CRM Team oversees Jupiter, our internal Global CRM platform, which represents a major step forward in Deloitte’s digital transformation journey enabling us to manage, retain and grow our client relationships globally. The team covers three core pillars - Adoption, Design and User Support - responsible for maximizing value for our front office teams and providing a consistent experience for our Clients.

We are currently hiring a relationship manager to engage with our priority stakeholders to drive the successful integration of Jupiter in the day to day of Deloitte AP practitioners. You will collaborate with cross-functional teams, building relationships and ensuring smooth operations to maximize the impact of Jupiter in the region. You will also oversee core change management activities with our local champions and AP business units, guiding practitioners through the change process, and fostering a positive environment.

The Manager in this role reports to the Director of AP CRM and will work to ensure smooth operations and satisfaction from our core stakeholders. You will actively participate in project planning, lead meetings, and identify risks, ensuring project success.

Work you’ll do

AP CRM Relationship Manager

• Serve as point of contact for our core stakeholders: AP Priority Accounts and Industry & Sector teams with a focus on pipeline management, as well as campaign and relationship management
• Provide strategic guidance on Jupiter CRM, in particular plans for adoption, training, and communication
• Direct the delivery of project scope and requirements using defined processes, templates and guidance
• Regularly meet with stakeholders to ensure active involvement in project planning and execution
• Provide technical expertise and guidance on Account data management matters
• Actively monitor requests to ensure smooth operations and ongoing satisfaction in the platform

AP CRM Adoption Enabler

• Engage with our key Adoption stakeholders: Geography and AP Business unit champions
• Identify key initiatives to strengthen the Jupiter AP ecosystem and showcase best practices
• Host Monthly Adoption Forum, including prepping KPIs and coordinating with stakeholders to receive content
• Regularly maintain AP stakeholder list and support comms and training initiatives
• Open up the platform to support new initiative leaders including Alliances and Bold Plays (Gen AI, Sustainability, etc.)

Other Responsibilities

• Maintain a comprehensive understanding of Jupiter activity across all programs/projects
• Maintain a holistic view of active and upcoming AP projects across multiple areas where Jupiter can accelerate value
• Manage project monitoring processes, including reviewing plans, estimates, actual data, and identifying issues, risks, and concerns
• Collaborate directly with the regional Growth and Sales Excellence teams to promote the adoption of solutions, standards, and processes

Your role as a leader

At Deloitte, we believe in the importance of empowering our people to be leaders at all levels. We connect our purpose and shared values to identify issues as well as to make an impact that matters to our clients, people and the communities. Additionally, Managers/Senior Managers across our Firm are expected to:

• Develop diverse, high-performing people and teams through new and meaningful development opportunities.
• Collaborate effectively to build productive relationships and networks.
• Understand and lead the execution of key objectives and priorities for internal as well as external stakeholders.
• Align your team to key objectives as well as set clear priorities and direction.
• Make informed decisions that positively impact the sustainable financial performance and enhance the quality of outcomes.
• Influence stakeholders, teams, and individuals positively – leading by example and providing equal opportunities for our people to grow, develop and succeed.
• Lead with integrity and make a strong positive impact by energising others, valuing individual differences, recognising contributions, and inspiring self-belief.
• Deliver superior value and high-quality results to stakeholders while driving high performance from people across Deloitte.
• Apply their understanding of disruptive trends and competitor activity to recommend changes, in line with leading practices.

Qualifications & Skills:

Education: Bachelors Degree or equivalent professional experience

Years of Experience: 6-10 years’ experience in a professional/client services capacity, emphasizing development/management skills in the following areas: communication, change management, business development, documentation, learning, general business analysis or sales. 

Core Qualifications & Skills:

• Strong understanding of CRM/ERP/Data value within a complex business environment and ability to effectively communicate it
• Advanced writing, presentation and facilitation skills for effective communication
• Proficiency in leading collaborative projects and interacting with diverse levels of management
• Demonstrated ability to understand and streamline complex business processes
• A strong client service and people support mindset and experience
• Understanding of change management and adoption principles and/or successful hands-on experience in this field is required
• Knowledge and experience with CRM (Salesforce, etc.) and/or ERP is preferred
• Ability to articulate value of CRM with other domains (including Sales Transformation, Client Experience, Business Objectives, Solution Delivery, Reporting & Analytics, etc.) is valued

Other Qualifications & Skills:

• Excellent negotiation, influence management, and leadership skills to drive successful outcomes
• Ability to work independently with minimal supervision in a matrix environment
• Excellent problem-solving skills to overcome challenges and find innovative solutions
• Proficiency in identifying and addressing project dependencies for seamless delivery
• Solid analytical skills for data-driven decision-making
• Effective resource and demand management skills to optimize project performance
• Adaptability to thrive in a fast-paced environment with evolving requirements across multiple countries and time zones
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Due to volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Deloitte Recruiters via firm’s business contact number or business email address.