IForte Group Hiring! Full Time Digital Platform - Website Specialist (CMS - CRM) in Selangor - Ricebowl

Contract duration: 1 year

Job Summary

The Senior Specialist, Website & Forms, is responsible for supporting and governing website forms and digital platform operations across multiple international markets. This role serves as the central point of contact for website forms, CMS activities, CRM integrations, and digital lead management processes, ensuring seamless customer journeys and operational excellence.

The successful candidate will collaborate with global stakeholders, regional teams, CRM providers, and technology partners to support business operations, drive continuous improvements, and ensure high service quality across digital platforms.

Key Responsibilities

Website Forms Management & Governance

• Support markets in setting up, configuring, and maintaining Website Forms across digital platforms.
• Ensure Website Forms are correctly integrated with regional and local CRM solutions to facilitate lead management and customer engagement.
• Govern form standards, best practices, and quality assurance processes across all supported markets.
• Own end-to-end operational support for Website Forms, ensuring optimal functionality and user experience.

CMS & Digital Platform Support

• Provide expert support for CMS-related activities, content operations, and platform functionalities.
• Act as the first point of contact for market inquiries, incidents, and enhancement requests related to CMS and Website Forms.
• Ensure operational stability and consistency across supported digital platforms.
• Support platform rollouts, market onboarding activities, and feature deployments.

Incident Management & Troubleshooting

• Investigate, analyze, and resolve technical and functional issues affecting Website Forms, CRM integrations, and digital customer journeys.
• Coordinate cross-functional resolution efforts by engaging with business stakeholders, CRM providers, and technical teams.
• Monitor recurring issues, identify root causes, and drive preventive improvements.
• Maintain SLA adherence and ensure timely communication with stakeholders.

Stakeholder & Vendor Management

• Collaborate closely with internal stakeholders, development teams, CRM providers, digital agencies, and regional business teams.
• Coordinate priorities, dependencies, and responsibilities across multiple teams and regions.
• Facilitate workshops, alignment sessions, and governance discussions to support successful project delivery.
• Act as a trusted advisor to markets on Website Forms and digital platform best practices.

Digital Lead Lifecycle & CRM Integration

• Support lead generation and lead routing processes across supported markets.
• Ensure Website Forms are functioning correctly within the broader digital customer journey ecosystem.
• Collaborate with CRM stakeholders to validate integrations, data quality, and customer data flow.
• Drive continuous improvements to lead management processes and customer experience.

Reporting & Continuous Improvement

• Prepare operational reports, management summaries, and performance dashboards.
• Track incidents, requests, and enhancement initiatives to provide clear visibility to leadership and stakeholders.
• Identify opportunities for automation, standardization, and process optimization.
• Contribute to the development of knowledge bases, operational documentation, and governance frameworks.

Required Qualifications

• Bachelor's Degree in Information Technology, Digital Marketing, Business Information Systems, or a related field.
• 5+ years of experience in digital platform operations, website management, CRM integrations, or digital support functions.
• Strong experience working with Content Management Systems (CMS).
• Understanding of digital customer journeys, lead generation processes, and CRM ecosystems.
• Experience supporting multi-market or regional digital operations.
• Strong analytical and problem-solving capabilities.
• Excellent stakeholder management and communication skills.
• Ability to manage multiple priorities and projects simultaneously.

Preferred Qualifications

• Experience working with Salesforce or equivalent CRM platforms.
• Knowledge of website analytics, digital marketing technologies, and customer engagement platforms.
• Experience in enterprise digital ecosystems supporting global or regional markets.
• Familiarity with Agile delivery methodologies and cross-functional team environments.
• Experience managing external vendors and technology partners.

Key Competencies

• Digital Platform Operations
• CMS Administration & Governance
• Website Forms Management
• CRM Integration & Lead Management
• Stakeholder & Vendor Management
• Incident & Problem Management
• Process Improvement & Automation
• Analytical Thinking
• Communication & Influencing Skills
• Project Coordination