Job Detail

Position description

Swiss WorldCargo is introducing a new Customer Relationship Management tool that will significantly improve the customer engagement by leveraging processes (sales, marketing communication & after-sales) in a modern and efficient IT environment. The position of Cargo CRM Product and Change Management is responsible for understanding the current situation in order to determine the need for change and supporting the process rollout of the new CRM. In this position, you will work closely with our business experts from the organisation and IT teams to construct CRM product roadmaps and define detailed specifications. To be successful you must be able to go broad and go deep, think strategically to define the CRM vision and then construct detailed designs & effectively communicate with your peers.

Your Duties

• Determine the need for change, prepare & implement the plan for change, together with the involved teams


• Implement all the agreed changes in a sustainable way


• Support the Training department for the creation of the training concept and execution of the training


• Support the development of the CRM rollout plan together with the project team


• Together with the project team and the Cargo Management Team, define the CRM vision & drive the strategic direction (connect CRM to the other cargo systems and tools)


• Gather user requirements, create high quality design specifications within an agile methodology and define priorities together with all relevant stakeholders


• Liaise with all relevant partners to actively manage the CRM product, including SWISS IT, Lufthansa Cargo and external vendors


• Responsible for defining communication topics, training requirements and ensuring successful change management leading to the buy-in of Swiss WorldCargo employees for the new CRM tool


• Educate and support all areas of the organization impacted by the CRM. Support deployment of new functionalities


• Assure sustainable usage of the tool, collect and provide feedback into the development process of the CRM tool 

Requirements

• Experience and knowhow in change management, CRM B2B product management, developing configurable enterprise solutions (4 years +)


• Experience in obtaining and synthetizing requirements & feedbacks, assessing needs and integrating into an overall agile design


• Experience in writing detailed user stories, managing backlog. Solid understanding and experience in requirements engineering


• General knowledge of system development & validation


• Experience in air cargo, forwarding and logistics is definitely a plus. Good understanding of cargo business process


• Driving business and being able to cope with change


• Solid project management skills


• University or higher degree in Business Management / IT with technical experience


• A Confident and articulate communicator capable of inspiring strong collaboration in an organisation


• Track record of effectively collaborating with business experts and IT to define, design and deliver product


• Excellent written and verbal communication skills + presentation


• Analytical and conceptual skills, creative & organized


• Ability to keep the overall picture and high level of attention to detail


• Strong interpersonal skills


• Business fluent in English and German

Type of Contract:

Cadre

Employment level:

80-100 %

Department:

Cargo Products, Services & Technology Management

Location:

Zürich Kloten

Starting date:

Upon agreement

Application deadline:

October 26, 2018

About us

It’s the little differences that make working at SWISS so appealing. The fact, for example, that we treat every detail with care, see quality in terms of hospitality and view nationality through an international lens. In a similar way, we see variety as richness, a job as an experience and SWISS as a world of inspiration. You, too, will be stimulated in our special working environment – one in which, wherever you are, you’ll always feel: Truly SWISS .... where people matter.

Contact & Application

Cargo Product, Services & Technology Management



Mr. Alain Guerin



Human Resources



Mrs. Nadine Beeli



Recruiting Support



Tel: +41 44 564 44 22