Retail CRM App Optimization
Optimizing CRM functionality and user experience to increase store adoption and data collection efficiency.
The Challenge
As a store manager, I identified an opportunity to improve the internal CRM application and collaborated with distributed technical teams across UK and US to optimize the features. This dual role required balancing store management responsibilities while driving significant CRM improvements.
Key Actions
- Created and managed product backlog in Jira with detailed user stories
- Provided UX vision and feature optimization recommendations based on in-store observations
- Conducted thorough testing and documented bugs for technical team resolution
- Collaborated with international development teams across time zones
- Served as technology liaison between store staff and development team
Training & Implementation
- Led hands-on training sessions, empowering staff to maximize the tool's potential
- Designed and tracked strategic KPIs to monitor CRM adoption
- Measured client registration rate vs sales
- Tracked revenue generated through clienteling
- Monitored customer data collection completion rate
Results & Impact
- Achieved 25% increase in user adoption among store staff
- Improved data collection efficiency by 20% in the first month
- Successfully managed dual role of store manager and Product Manager
- Established effective communication channels between retail and technical teams
- Enhanced overall store operations and client engagement
Tools & Technologies
- Oracle (CRM System)
- Jira (Project Management)
- Miro (User Journey Mapping)
- Tableau (KPI Tracking & Visualization)
- Confluence (Documentation)
Key Learnings
This project showcased the power of bridging the gap between technical teams and end-users. By leveraging my unique position as both store manager and product manager, I was able to translate real-world user needs into technical requirements, resulting in meaningful improvements to daily operations and customer engagement.