Head of CRM - 12 Month Contract

England,Greater Manchester,Manchester
£50000 - £55000 per annum
26 Jun 2017
24 Jul 2017
Andrew R Wright
Job Discipline
Data & CRM
Experience Level
Contract Type
Full Time
An excellent opportunity to join this business as Head of CRM to drive strategic direction in this area.

Client Details

Leading organisation in its field.


Key accountabilities

1 Day to day administration and support of CRM systems for the organisation, planning in continual improvements to ensure fitness for purpose and efficiency/process improvements at organisational level.
2 Provide recommendations to key stakeholders in the business on how the CRM systems can support their strategic goals and operational objectives and their alignment with the customer strategy.
3 Work with senior stakeholders to develop and chair a governance board for changes with the CRM solution, minimising risk associated within CRM systems whilst maximising their business benefits.
4 Work with senior management and team to raise the profile of CRM within the business.
5 Manage CRM systems change and governance processes, ensuring that developments are prioritised by business and customer benefit and are aligned to the company's strategy.
6 Manage any transitional periods for CRM and telephony - notably upgrades and re-procurement of suppliers.
7 Ensure use of CRM complies with relevant legislation and policies and proactively manage related risks.
8 Active account management of key systems suppliers.
9 Ensure that best practice principles are applied to the systems and that opportunities to leverage standard functionalities are maximised.
10 Ensure that the business requirements for customer systems are effectively captured, understood and prioritised in agreement with lead users across the Group - applying business methodology to resolve conflicting interests.
11 Leverage the experience of resource in the team to ensure legally compliant practice that ensures the integrity and quality of the information held, imported and exported around the CRM system.
12 Ensure the quality of database access, structure and integrity of data and quality of management information.
13 Ensure effective internal channels exist to engage key CRM system stakeholders (both technical and non-technical stakeholders).
14 Influence and affect changes from CRM and ACD system providers - particularly in the resolution of issues and improvement of service.
15 Work with the Head of Customer Experience on strategic, operational and governance decisions and arrangements.


Strategic Experience

* Able to present a strategic view of CRM and its potential benefits for customers and the business

* Works with a support team to develop the ongoing technical and functional requirements for customer facing teams and users of the CRM systems

Management Experience

* Ability to translate a vision into achievable goals and provide clear direction to achieve organisational objectives

Technical Experience

* Experience of managing a CRM, ACD or technical support team

* Experience of using CRM and ideally ACD systems

* Experience of coordinating the activities of a team based over more than one location

* Experience of the account management of external suppliers

* Experience of managing the implementation of a new CRM and/ or ACD system

* Experience of driving continuous improvement practice, and the execution of project management methodology

* Experience in capturing stakeholder requirements and translating these into systems, and process-led deliverables

* Has experience of developing and implementing new initiatives, systems and procedures

* Experience of leading projects and change activities

* Demonstrable experience of financial management, including forecasting, budgeting, monitoring and understands costs versus benefits

Job Offer

Circa £55,000 plus benefits on a 12 month contract basis.

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