CRM Product Manager

As the institutional representative of over 45 million businesses in more than 170 countries, the International Chamber of Commerce operates with a core mission to “make business work for everyone, every day, everywhere”. We act as the primary voice of the real economy in a range of intergovernmental organisations – from the World Trade Organization to the UN climate process – championing the needs of local business in global decision making. The convening power of our global network enables us to set rules and standards that facilitate over $17 trillion dollars in trade each year – as well as providing tailored products and digital services that directly address the real challenges faced by businesses operating internationally. We also provide the world's premier private global dispute resolution services, leveraging ICC's unique independence, integrity, and expertise.

We are seeking a highly motivated CRM Product Manager to lead the effective use, adoption, and development of our Dynamics CRM platform. This full time position is based at ICC Global Headquarters in Paris, offering partial work from home opportunities.

Your responsibilities include:

CRM Implementation and Configuration

• Implement CRM functionalities, settings, and internal processes in Dynamics to optimise usability and performance.
• Co-ordinate with providers on TMA/TME (Third-Party Maintenance/Enhancements) and oversee system upgrades or improvements

User Support and Training

• Provide day-to-day support to internal Dynamics end users by handling incoming requests and resolving issues.
• Manage training programmes for new joiners and updates for feature evolutions.
• Develop, maintain, and update user guides, training materials, and administrative documentation.
• Proactively advise end users on data governance, data-driven journey management, and dashboard usage.

Data and Process Management

• Support ICC networks in managing data-related processes, both within and outside Dynamics.
• Ensure the accuracy, consistency, and quality of CRM data to support business intelligence and decision-making.
• Enable straightforward access to advanced KPIs for end users to better understand client needs and purchasing behaviour.

Customer Journeys and Experience

• Design and manage recruitment and loyalty journeys for external leads, customers, and members.
• Deliver seamless customer journeys that enhance overall user experience and engagement.

Marketing and Promotional Activities

• Leverage Dynamics and the latest marketing features to efficiently promote ICC activities, advocacy work, products, and services.
  Support promotional activities related to:
• Products & Services: Global events, sponsorship, publications, Academy.
• Platforms & Initiatives: Centres of Entrepreneurship, One Click platform for businesses.
• Dispute Resolution Services (DRS): Marketing (HQ), regional promotion, DRS Academy, YAAF, IWBL.
  Global Policy: External promotion and newsletters.

Cross-Functional Collaboration

• Contribute to transversal CRM projects in data and digital marketing.
• Collaborate with business units and stakeholders to align CRM strategies with ICC’s broader organisational goals.

What we offer:

• A dynamic, collaborative and caring work environment in an international setting
• Opportunities to continually learn 
• The chance to make a meaningful impact
• Partial work from home opportunities

Your profile

• Proven expertise in marketing or IT in an international environment
• Solid understanding of CRM administration (experience with Microsoft Dynamics is a plus)
• Excellent computer skills and adept in Microsoft suite 
• Excellent interpersonal, communication and networking skills
• Ability to work effectively and collaboratively to tight deadlines
• Ability to challenge business expectations and contribute with innovative suggestions
• Detail and service oriented with a can-do attitude
• Fluency in English (written and spoken)

Terms and conditions

Location: The position is based in Paris, France

Candidates should indicate if they possess the necessary papers to work in France.

Contract type and duration: Permanent (CDI), full-time

Estimated start date: ASAP

Department: Global Marketing and Communications