Group CRM Manager

England,Greater Manchester,Bolton
£40000 - £45000 per annum
04 May 2017
01 Jun 2017
Jennifer Taylor
Job Discipline
Marketing (General)
Experience Level
Contract Type
Full Time
As the Group CRM Manager your main focus will be to improve customer satisfaction through the analysis, implementation and management of enquiry management procedures within the retail centres to enable them to maximise profit through high customer service levels.

Client Details

A multi site retailer, with head offices in Bolton, with a number of luxury brands under their franchise.


As the Group CRM Manager you will be responsible for:

* The CRM controllers and ensuring they implement best practice initiatives around the Group.

* To orchestrate a customer journey model for sales and aftersales with effective and timely communication.

* To manage and be the main point of contact for the internal customer databases.

* To develop, plan and implement lost lead analysis and post-sale contact plans with the CRM controllers.

* To provide detailed reporting of enquiries / lost sales / new business calls / demonstrations to the CRM controllers through the database.

* To supervise the CRM controllers and ensure their daily activity is carried out to maximum effectiveness.

* To take Group responsibility for the overall management and correct administration and usage of the CRM Portal/Dashboard.

* To analyse customer satisfaction programmes and customer retention programmes highlighting areas for development in customer service to the Heads of Business.

* To monitor the CRM Dashboard and report strengths and weaknesses to the CRM controllers and Heads of Business, analysing ways to improve on current processes.

* To ensure that all written communication to customers is carried out regularly and to the standard set by the company.

* To train and coach new CRM controllers in their roles.

* To ensure the CRM controllers are organised with the management of information as evidence and internal audits.

* To perform any other reasonable additional duties as requested by senior management.


The successful Group CRM Manager will be;

* Highly organised
* Have man management experience
* Be able to motivate a team
* Be able to build relationships with people at all levels

Job Offer


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