CRM Trainer

**Details**:
**Reference number**:

- 250406**Salary**:

- £27,779 - £30,168**Job grade**:

- Executive Officer- Pay Band 5**Contract type**:

- Fixed Term
- Loan
- Secondment**Length of employment**:

- Until 31st Oct 2024, with a possibility of permanency.**Business area**:

- FC - Forestry England**Type of role**:

- Business Management and Improvement
- Education and Training**Working pattern**:

- Full-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Preferred location is Bristol. Forestry England is a blended worker environment, and location can be discussed.About the job

**Job summary**:
This is an exciting new opportunity to be part of a team developing and delivering a new corporate Customer Relationship Management (CRM) system to Forestry England, a world leader in sustainable forestry and the largest provider of outdoor recreation opportunities in England.

You will play a key role as the CRM Trainer in managing change in the way the CRM system is deployed across the organisation. The new CRM system will replace existing CRM systems, which currently enable volunteer, membership, car parking and ticketing management and add new system functionality for complaints handling, FOI, Sales of Events and Activities Permits, and Donations and Legacy Giving.

You will form part of the new CRM Systems Team, reporting directly to the CRM Change Manager. This team sits within Recreation, as part of the Forestry England's National Operations Team.

**Job description**:
This is an exciting new role and Forestry England is looking for a successful CRM Trainer who is dynamic, outgoing and engaging, to join the new CRM Systems Team and help to roll out a new system training experience.

You will hold a minimum of a Level 3 award in Education and Training or equivalent and come with a willingness to quickly become familiar with Salesforce, our new CRM Platform. As the Training Lead you will create a training plan in line with the programme plan; develop training materials using visual, digital and written formats; deliver the events in a variety of ways, through web-based classes using Microsoft Teams, to in person training throughout England; and ensure all materials are reviewed, maintained and relevant, as enhancements take place. The materials will have to reflect the eight onboarded topic areas and their separate Salesforce platforms.

You will be expected to recommend best training approaches and tools to use for training our diverse workforce and be able to measure and report on user adoption and training metrics. The role will be managed by the Change and Business Integration Manager, while closely working with the CRM Programme Lead, CRM Business Analyst, Business Topic Leads and the wider CRM Systems Team. This role will be integral to user take-up of the new Salesforce system, and its continued use.

**Key Work Areas**
- Prepare and deliver hands-on training courses to different user types, on how best to use a new corporate system
- Collaborate with business stakeholders to assess training needs and create relevant training solutions
- Develop and implement individual training plans for the different user types
- Able to conduct ‘train the trainer’ sessions, and support super users on an ongoing basis
- Review and utilise existing Salesforce quick tips, cheat sheets and videos for users
- Deliver training to all users and identify needs for ongoing training once the organisation is in the adoption phase
- Produce training material including scenarios and instruction booklets for classroom-based sessions, reference guides and eLearning content
- Act on feedback and insights from training sessions to continually improve learning content and thereby contribute to teams' efficiency improvements and the continual development of colleague capability
- Demonstrate, influence and train teams on system functionality/capability and work with key stakeholders to review their practices and show how the system can support their operations to enhance their productivity potential
- Support the rollout of Salesforce and improve the standardisation of operations and practices across business topics, as they transition onto the new platform
- Ensure the ongoing adoption of Salesforce post-rollout launch and produce and promote self-serve training to help speed onboarding of new colleagues post-rollout
- Providing regular feedback to all levels of management in regards to their team's current ability with the system
- Promote inclusion, diversity, equality and wellbeing

**Person specification**:
Essential
- A minimum of a Level 3 award in Education and Training or equivalent
- Experience of rolling out training of new systems to end users
- Experience at continuing to develop expert knowledge and skills
- Ability to create eLearning content
- Know how to win the hearts and minds of colleagues to support them through change, embrace and embed