AUTOMOBILE DACIA SA

• Provide coaching for the other members of the team to correct process deviations, but also to deal with technical problems;

• Identifying recurring problems reported in JIRA tickets, as well as their root causes, proposing actions and improvement plans, aiming at the same time to implement them and follow up on the results;

• Enriching the knowledge base used by the entire Rleads team by capitalizing on solutions and analyzing exceptional cases, updating the procedures that describe the Rleads process;

• Receive, route, and provide leads for countries;

• Collaborate closely with the business team (Product Owners, Salesforce Admins, Launchers, etc.) and the IT team (Salesforce architects, tech leads, developers, etc.) to deliver quick fixes and high-quality new products;

• Support customers with the deployment of new lead forms, by helping them with the configuration (lead forms for new vehicles, Facebook campaigns, etc.);

• Lead error analysis & reinjection in the system, helping the brands and countries to increase quality;
• Collect feedback from markets and represent their needs in terms of evolutions/quick fixes in the meetings with the Corporate IT teams;
• Communicate PI Planning synthesis, content deployment, evolutions, etc. to countries.
• Provide Support Level 2 in Jira, for the issues reported by markets;
• Coordinate new countries' deployment: make the assessment, plan & follow the deployment, etc.;
• Coordinate product/country decommissioning when needed;
• Keep up-to-date and have a unique entry point for functional and technical documentation of the tools used in the process and also contribute to creating/updating the training materials;
• Analyse and interpret efficiently the data related to lead management (leads volumetry, errors, KPIs etc);
• Lead testing sessions for bug-fixing & new product development;
• Monitor the performance of the new products & present the results to the Corporate teams, by creating/updating relevant reporting dashboards.

• At least 2 years of experience in the digital field in the implementation of international IT projects or experience in providing Customer Support in English and French;
• Foreign languages: English – Advanced, French – Medium;
• Knowledge of Microsoft Office Package ;
• Experience in working with JIRA Atlassian & Salesforce;
• Basic knowledge of Postman, Confluence, Kibana, Swagger & Grafana would be a plus;
• Experience in working with Agile methodology;
• Ability to work with a multidisciplinary team and international clients;
• Time management;
• A curious person who keeps up with all the news in the digital domain;
• Customer-oriented & solution driven;
• Excellent communication skills;
• A proactive and enthusiastic team player;
• Analytical capacity to identify the root causes of incidents and the related fixes; advanced knowledge of Excel and other reporting tools;
• Ability to structure relevant information in PPT and present it in front of an international team.

Commerce