Crm jobs in London

Job Summary

1. The CRM & Data Systems Manager will manage DRM’s CRM system. The successful applicant will plan and deliver database enhancements to support business priorities and targets as well as conduct data quality reviews to discover issues and implement solutions. Whilst promoting system use best practice, the role holder will identify training needs for users, leading on the delivery of training, including developing materials.

The CRM & Data Systems Manager will build reports and provide data insights on employer engagement. To do so the person will proactively engage with DRM teams to understand and deliver data reporting requirements. This requires strong communication skills and the ability to manage needs of a diverse local and remote user group. This post will line manage DRM’s CIS Coordinator.

PRINCIPAL AREAS OF ACCOUNTABILITY/TASKS AND DUTIES

2. Duties of the CRM & Data Systems Manager will include the following:

• Manage the CRM system in accordance with business requirements identified by DRM and Defence stakeholders.
• Plan and deliver database enhancements to support DRM business priorities and targets, supported by AD Intelligence.
• Liaise with user groups, The Council of Reserve Forces' & Cadets' Associations (CRFCA) Assistant Director CIS and external suppliers where appropriate on matters of service continuity and system performance and improvement.
• Conduct periodic data quality reviews and implement solutions; flag issues as required to the relevant internal stakeholders when data quality issues arise.
• Support AD Intelligence with periodic re-accreditation of the CRM system in conjunction with CRFCA AD CIS. This will include supporting tendering processes for CIS platforms.
• Establish and implement robust testing procedures for all changes to system configuration; communicate planned and actual changes to users.
• Proactively promote system use best practice and identify training needs for users to support desired behaviours and outcomes. Lead development and delivery of training materials and conduct training as appropriate with the support of the CIS Coordinator.
• Proactively engage with DRM teams to understand data reporting requirements.
• Build Salesforce reports based on user and other defence stakeholder requirements with the support of CIS Coordinator and provide insights using Salesforce functionality.
• Own and manage day-to-day relationship with CRM supplier contacts on resource issues, and matters of system functionality and security.
• Troubleshoot and resolve data and functionality issues.
• Undertake any other reasonable task as set by your line manager in support of overall DRM outputs.

3. Staff Management Responsibilities:

• Line management of CIS Coordinator.

4. General Qualifications.

a. Essential.

Data management skills - experience of working with large volumes of data at a detailed level and the ability to provide high level insight, relating to both user needs and data outcomes.

Communication and engagement skills - strong communication and influencing skills and ability to manage needs of a diverse local and remote user group.

Can demonstrate experience in project management ideally in an agile environment.

b. Desirable.

Two years’ experience working as a CRM systems manager or senior administrator, with experience supporting marketing, customer insight or account management teams.

• Salesforce experience (including reporting functionality), ideally including:
• Sales Cloud
• Marketing Cloud Account Engagement (Account Engagement Plus)
• Experience Cloud (Communities)
• Surveys and Feedback Management
• Competent in the use of bulk data tools – Data Loader

Experience in delivering or facilitating training.

Demonstrate knowledge of data analytics processes and how ‘to tell a story’ with the data.

Knowledge of data security accreditation and best practice.

Experience of data planning and creating data strategy programmes.

5. Personal attributes.

• Keen to advance own skills and personal development.
• Ability to prioritise tasks and time manage effectively with recognition of where influence and authority lies.
• A self-starter with a high degree of flexibility and adaptability.
• Excellent attention to detail. Flexible and responsive to tasking and direction, with a high level of commitment to succeed.
• Strong team player, able to take the lead as data expert for the organisation, become a strong MIS advocate, and promote best practice across both internal and external teams.
• Customer oriented / Focus on improving the user experience.

7. Other Features.

• Training and Development - Not only required to participate in all aspects of training and development, but also have sufficient training skills to oversee all central training plans.
• Health and Safety (H&S) - To be aware that Health and Safety is the responsibility of all employees and that the role holder should ensure that designated working area complies with statutory requirements in accordance with current H&S legislation.

This role may require occasional travel throughout the UK.

The job holder is required to comply with the RFCAs’ Code of Conduct and to avoid any conduct which discriminates against colleagues, potential employees or contractors on the grounds of any protected characteristics, as identified by the Equality Act 2010.

The job holder may be requested to be vetted to Security Check (SC) level.

This job description should be discussed with your line manager at the time of receiving your annual Personal Development Report.

Occasionally, in light of changes in business need your job description may need to change. You may be requested to undertake additional or other activities of a similar nature to those within this job description, which fall within your capabilities and which are commensurate with your grade.

As part of our commitment to integrity and safeguarding all applicants for Crown Servant posts are required to declare whether, within the past five years, they have been dismissed from any employment for gross misconduct involving bullying, harassment, discrimination, or victimisation, or have left a role following a formal disciplinary process where a finding of gross misconduct related to these behaviours was made, even if dismissal did not occur.

This declaration requirement applies regardless of whether the previous employment was within the Civil Service, Armed Forces, private sector, or another public body.

A disclosure will automatically disqualify a candidate so the application must be rejected. All personal data will be treated confidentially.

Pay: £37,720.00 per year

Work Location: In person