SEEK Asia (JobsDB)

Change Manager - CRM Transformation

SEEK Asia (JobsDB)
Quarry Bay
Posted on 13-Sep-21

Change Manager - CRM Transformation

SEEK Asia (JobsDB)

Job Highlights

  • Our motto: Improving Lives through Better Careers
  • Company Values: We Care, We Aim High, We Deliver
  • Customized career development opportunities

Job Description

The Role

SEEK is undertaking numerous significant transformation initiatives as part of its continued journey of growth and evolution, one of them is the CRM Transformation as a part of our Unification Program. The CRM project is focused on standardising the operating processes cross countries, to replace and enhance SEEK Asia’s current Customer Relationship Management system. A key objective of the CRM project is to have all client data integrated and available through one central platform, so SEEK can become more efficient in how it manages multi-functional relationships with its customers, and more sophisticated and targeted in how it engages and delivers insights. This is a large-scale transformation, which has change implications across the entire business.

Given the scale and complexity of change involved, the project has identified the need for an experienced Change Manager who will be dedicated to the project for the next 24 months. This person will be responsible for advising on effective change management practices and providing the hands-on change planning, engagement and training delivery that’s needed to successfully deliver the project and align to the SEEK Unification direction. This person will also be expected to lead a change team and work with local change advocates to roll out CRM changes impacting different countries across Asia.

Key responsibilities:

  • Deliver the operational change management strategy and plan for the CRM Transformation program in line with the approach and frameworks that have been agreed. Align approach to change management across Asia Pacific (APAC) Unification workstreams to create a culture of innovation and adoption across all geographies.
  • Be the focal point for the project team in providing advice and leading the execution of change management activities, with a people first mindset
  • Conduct detailed change impact assessment and risk mitigation strategies; understand and mitigate cross functional dependencies. Escalate if there is an issue.
  • Design change plans to ensure engagement of the SEEK Asia workforce and adoption of new platforms and practices. Manage and maintain overall change plan, report progress and feedback about concerns and feedback to both CRM Asia project team and APAC Unification Change Council.
  • Develop program-level and tactical-level training programs and communications ready for distribution, partnering with relevant project team members to prepare the required content. Partnering with relevant project team members, lead training needs analysis and definition of the detailed training strategy/approach. Conduct trainings if required.
  • Support project team members with their own specific communications, providing advice/review to ensure clarity and consistency of messaging aligned with the change program.
  • Define and manage the schedule of stakeholder engagement, including involvement of the business throughout the project lifecycle to input into requirements gathering, design, testing, etc.
  • Manage the feedback mechanism and stakeholder engagement tracking and attend stakeholder sessions where appropriate
  • Support the Project Manager and CRM Transformation Lead with developing content for key project forums (i.e. Steering Committee, Showcases, etc.)
  • Align and communicate effectively about changes cross departments.

So, what we are looking for:

  • Candidate must possess at least a Professional Degree / Bachelor’s Degree or Master’s Degree in Business, Computer Science, Finance, HR or other related background.
  • At least 12 year(s) working experience in the related fields.
  • Change management expertise and experience in leading change on large, complex technology transformation programs.
  • Experience aligning approach and delivering change across multiple geographies (with counterparts in each geography)
  • Demonstrated ability in executing change in people focused, values-based organisations
  • Demonstrated ability working on agile projects and a strong ability to deal with ambiguity
  • Excellent judgement and decision-making skills.
  • Ability to build effective relationships and deliver exceptional service to both internal and external key stakeholders. Excellent stakeholder management skills.
  • Well-developed interpersonal and leadership skills, capable of building strong relationships, and driving and influencing outcomes across all levels of the business.
  • Excellent verbal and written communication skills.
  • Strong commercial and operational acumen and a proven thinker.
  • Strong analytical skills demonstrated ability to quickly breakdown problems and find innovative solutions.
  • Experience using Salesforce would be advantageous.

Desired Values

  • Believed in aiming high to deliver world-class results and yet, not forgetting to care for others

Additional Information

Job Type
Full Time, Permanent
Company Website

Company Overview

About JobsDB
SEEK’s portfolio of diverse businesses makes a positive impact on a truly global scale. Our purpose is to help people live more fulfilling and productive working lives and help organisations succeed. We create world-class technology solutions to connect more people to relevant employment, education, small business and volunteer opportunities.   

SEEK has evolved from being a domestic online employment classifieds business to the largest global online marketplace, operating in 19 countries. Founded in Melbourne, Australia in 1997, there are now over 6,000 people working for SEEK globally. Our reach includes Australia, New Zealand, China, Brazil, Mexico, South East Asia, Southern Africa, India and Bangladesh. We believe the key to our success is creating a work environment which is challenging, rewarding and inclusive. We are committed to making a difference to our community as well as to our company.  

In SEEK Asia, our purpose is to improve lives through better careers. Formed from the recent merger of the two leading portals in the region, and jobsDB, SEEK’s Asian operation now employs 1,500 people operating across 7 countries in South-East Asian countries and is the leading job portal and Asia's preferred destination for candidates and hirers. It now has ambitious growth plans that include expanding its product set and customer base. To support this, we are transforming our sales and service organization including moving to a more solution-based selling approach, increasing use of digital channels and becoming more data-driven.

Additional Company Information

Benefits & Others
Performance bonus, Work from home, Five-day work week