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Customer Systems Partner

4 months ago

Sturt, Australia City of Marion Full time

**CRM Analyst/Business Partner**
- **Take the Lead in This Newly Created Position**
- **Part-Time (.6) I 12-month contract I Customer and CRM Salesforce Focus**
- **Package in the Vicinity of $60k plus super**

The City of Marion is located in Adelaide's south-western suburbs and is only about 10
kilometres from the Adelaide CBD.

As one of the largest councils in South Australia we employ approximately 400 employees in
our City Services, City Development, and Corporate Services departments and provide a
positive customer service experience to our relatively well established residential and
industrial areas.

Customer service and community engagement is at the core of what we do. We get lots of
requests and interactions across the entirety of our operations, and at a wide range of sites
that we work at throughout our region.

The council has been ambitiously delivering on multiple IT projects through a Digital
Transformation Program. Our _Customer Request Management /Single View of Customer _
- Project_ saw us implement and go live with Salesforce last year. The system provides a
single integrated view of each customer along with all their interactions - enabling us to
deliver a more personalised service and to improve query resolution.

**We are now at the next phase. We need you.**

If you come onboard, you will be working within our Customer Experience Team with our
Change Manager to further develop and facilitate the Customer Request Management (CRM)
System, induction and training programmes, analyse CRM cases as required, and provide
business support on effective case management resolution focussed on improving the
customer’s experience.

You will be taking things to the next level by process mapping and spearheading the
development and maintenance of standard operating procedures for multiple user groups.

To achieve this your key focus will be to work in consultation with internal and external
customers to build awareness of how to manage customer requests and best utilise the CRMS
including Knowledge Base.

This customer-centric, consultative, analytical, and training orientated role will ideally benefit
a professional coordinator who has had prior experience with Salesforce CRM. However,
those that have experience with other CRM systems and processes and have had exposure
working on customer centric projects are encouraged to apply.

Prior degree qualifications could be varied such as Certificate IV in Frontline Management or
Business Administration or equivalent. You will need an understanding of customer records
management systems, reporting and customer centric models as well as strong relationship
management skills to work effectively across the business.

Working hours for this position will be done in consultation with the Change Manager but can
include hours during school times, work some half days or be full time 3 days per week
- other employers. _

**Hybrid Work Flexibility**
- With the added ability to work at multiple City of Marion locations

**Exceptional Entitlements**
- Great annual leave entitlements
- Fortnightly Pay
- Annual Salary Increases
- Annual Leave Loading
- Payment of Appropriate Professional Membership Fees
- Highly Affordable Income Protection

**City of Marion Well-Being Programs**
- 24/7 professional, independent, and confidential counselling
- Healthy Lifestyle Programs such as Health assessments, Skin cancer screening;
and Body trim programs***
- Employee Immunisation Program
- Quit Smoking Program
- Income Protection Program

**Exceptional Health Opportunity**
- Discounted Platinum Membership to SA Aquatic & Leisure Centre
- Unlimited access to all pools and favourable fitness times
- Ability to sign-up and partake in 150 different fitness classes
- Sauna and Steam Room
- Unlimited access to an exceptional gym and modern work-out equipment
- Guidance by an Equipment Trainer
- Creche Access
- Discounts for Family Members

**Free parking**
- In the vicinity of Westfield Marion Shopping Centre and multiple conveniences

**more information and a job description about this opportunity.**

**Please NOTE**: This is a 1 year contract with view to extension. The position is based at our
Marion Administration Centre however hybrid work arrangements may be considered.***

For further information, please contact:
**Closing date: 5pm Thursday 2nd February 2023