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CRM & Data Manager

2 months ago

London, Greater London, United Kingdom Crowe UK Full time

About Crowe UK

Crowe UK is a leading national audit, tax, advisory and risk firm with global reach and local expertise. We are an independent member of Crowe Global, one of the top 10 accounting networks in the world, with access to more than 40,000 people in over 140 countries and across more than 800 offices globally.

Our Vision

Our vision is to be recognised as essential to the future success of our clients by helping them to answer tomorrow's questions, and make smart decisions that have lasting value through the highest quality audit, tax, advisory and risk services.

About the Role

We are seeking a highly organised and driven individual to join our team as a CRM and Data Manager. As a key member of our digital team, you will be responsible for translating business needs into technical requirements, contributing ideas for future enhancements to the system, and driving improvement with the system's purpose, functionality, and data input.

Key Responsibilities

  • System Development and Improvement
    • Engage with key stakeholders and business users to understand their needs and gather requirements for system development and improvement.
    • Understand the customisation and configuration capabilities of Dynamics CRM to effectively liaise with the CRM Developers and write requirements to meet specific business requirements.
    • Conduct system testing including user acceptance testing to ensure intended features and functionality are working as expected.
    • Support the development and implementation of the integration of Dynamics CRM with other systems such as practice management software, client portal and website.
    • Maintain awareness of the latest features in Dynamics CRM to explore opportunities for innovation to further drive the system's capabilities and effectiveness.
  • Data Quality and Reporting
    • Help develop and implement data management practices to ensure the accuracy and integrity of CRM data and enable data-driven decision-making through reporting.
    • Periodically perform data audits and clean-up activities to maintain a reliable and up-to-date CRM system in line with data governance policies and data quality standards.
    • Supervise the running of routine data processes in Dynamics CRM.
    • Help coordinate processes for the firm's new joiners and leavers.
    • Be the Dynamics data steward for the firm.
  • Support, Training and Communication
    • Ensure effective communication and collaboration with key stakeholders across the organisation to ensure users are equipped to make the most of Dynamics CRM and use it correctly.
    • Ensure effective training resources are in place including conducting training sessions for CRM users to familiarise them with system features, functionalities, and best practice.
    • Engage stakeholders in user acceptance testing and involve them in processes related to system enhancements.
    • Provide ongoing support to address user queries and troubleshoot issues.
    • Supervise any direct line reports and lead a Dynamics Super User programme.
    • Upskill members of the national Marketing & Business Development team.
    • Ensure the effective use of internal communications channels such as Teams and the Intranet to convey key messages and share best practice across the business.

Personal and Professional Qualities

  • Experience in working with CRM systems to meet business needs, preferably MS Dynamics CRM and within a professional services environment.
  • Proven track record of delivering impactful visualisations and reports, preferably using PowerBI.
  • Ability to build relationships at all levels and to be a confident communicator.
  • Excellent attention to detail.
  • A keen interest in the business to develop a strong understanding of the role of Dynamics CRM and how the system and data can be best utilised.
  • Ability to think around a problem and know where and when to seek guidance to reach the best solution in relatively short time frames.
  • Ability to articulate and explain technical information in a simple, easy-to-understand way.
  • Proficient presentation skills.
  • Experience of working with large data sets and translating these into visually engaging dashboards and reports.
  • Strong organisation skills with the ability to multitask and effectively prioritise and manage own workload.
  • Strong Word, Excel and PowerPoint skills.
  • Be a brand ambassador for Crowe UK to help deliver a premium service to internal stakeholders and the firm's clients.

Why Choose Crowe UK

At Crowe UK, we understand that it is often the culture and values of a firm that are most important when looking for a new workplace. We place our people at the centre of everything that we do; promoting a collaborative, inclusive and friendly culture while remaining passionate about supporting and developing our people as they build their careers. We listen to our people and adapt to their changing needs alongside the needs of our growing business. We invest in our people to help them be the best they can be.