Sr. IT Specialist - Sales & CRM Systems

Job Summary

This role acts as the strategic interface between the Sales & CRM functions and the IT organization, ensuring that technology investments and digital solutions are tightly aligned with the group strategic goals. The ideal candidate is highly skilled and business-savvy with deep expertise in automotive sales processes, CRM platforms, and Dealer Management Systems (DMS). S/he should also have hands-on experience in system analysis, strong domain knowledge in automotive retail, and a proven ability to bridge technical and business teams effectively.

Job Responsibilities

Business Partnership & Strategy Alignment:
•    Serve as the primary IT liaison for vehicle Sales and CRM operations.
•    Understand and translate business objectives and sales processes into technology requirements.
•    Proactively identify digital solutions that drive sales performance, customer experience, and CRM maturity.
•    Support strategic planning, budgeting, and digital roadmap development for the commercial domain.
•    Ensure seamless integration between Sales, CRM, DMS, and OEM systems.
CRM & Dealer Management Expertise:
•    Act as subject matter expert for CRM systems (PROAXIA, Salesforce, Genesys, etc) and automotive DMS platforms (PROAXIA, Keyloop, etc...).
•    Lead CRM and Sales enhancements, integrations, and automation initiatives.
•    Ensure seamless data flow and alignment between DMS, CRM, and BI tools.
•    Define and enforce data governance and quality standards across systems.
Solution Design & System Analysis:
•    Conduct deep-dive analysis of current processes and system workflows to identify gaps and optimization opportunities.
•    Collaborate with business analysts, developers, and external vendors to design and implement solutions.
•    Prepare functional specifications, use cases, and support UAT execution with stakeholders.
•    Ensure solutions meet business requirements, scalability, and compliance standards.
•    Analyze sales and CRM processes to identify improvement opportunities.
•    Configure and customize CRM workflows to align with business objectives.
Project Delivery & Change Management:
•    Lead or support IT projects in the sales and CRM space from initiation to post-implementation review.
•    Drive user adoption, training, and continuous improvement efforts.
•    Ensure effective change management practices are followed during system rollouts and enhancements.
User Training & Support:
•    Train sales teams on CRM functionalities and best practices.
•    Provide ongoing support for system usage and enhancements.

Candidate Requirements

Education:
•    Bachelor’s degree in Information Technology, Computer Science, or related field.
•    Advanced degree (MBA or MSc in Information Systems) is a plus.
Experience:
•    Minimum 5 years in IT roles with focus on CRM and Sales systems, preferably in Automotive or Retail.
•    Proven experience in the automotive industry, specifically in CRM & sales operations and CRM systems.
•    Strong understanding of automotive Dealer Management Systems (DMS) and their integration with CRM/ERP platforms.
Technical Skills:
•    Expert knowledge of CRM related platforms and applications (e.g., Salesforce, Genesys).
•    Hands-on experience with system analysis, process mapping, and functional documentation.
•    Excellent communication and stakeholder engagement skills.
•    Understanding of enterprise integration (APIs, middleware, etc.).
•    Strong understanding of data analytics and reporting tools.
Key Competencies:
•    Business acumen and domain expertise in automotive sales.
•    Strong analytical and critical thinking.
•    Ability to lead cross-functional initiatives and influence without authority.
•    Collaborative mindset and problem-solving orientation.
Preferred Certifications & Knowledge:
•    SAP, Salesforce, or Microsoft Dynamics Sales & CRM Certification.
•    PMP, PRINCE2, Agile Scrum Master, or ITIL is a plus.
•    Cloud technologies knowledge and architectures (e.g., Azure, AWS, etc…)
•    Experience with OEM-specific CRM systems (GM,Ford,Honda,BYD,Toyota, BMW, Mercedes-Benz, etc.).
•    Knowledge of marketing automation tools and customer engagement platforms.
•    Certification in CRM systems or ITIL framework