CRM System Manager
4 weeks ago
In this dynamic role, you will be responsible for maximising the ROI on the CRM system by enhancing understanding, ensuring consistent usage, promoting adoption, maintaining data integrity, and facilitating development requests across the organisation. You will work closely with stakeholders and cross-functional teams to ensure technology solutions are practical and aligned with business needs.
Key Responsibilities- CRM Adoption: Champion the consistent and appropriate adoption of the CRM system across the organisation, ensuring that its value is widely understood and embraced by all teams.
- Business and Process Change Implementation: Lead on implementing business and process changes, providing strategic input and practical solutions related to the CRM system.
- Security Measures: Create and maintain security measures across the CRM to protect sensitive data, approval hierarchy, and ensure compliance with relevant regulations.
- Stakeholder Engagement: Own and facilitate regular CRM stakeholder meetings, ensuring open communication, collaboration, and alignment with business goals.
- Training, Support, and Documentation: Provide comprehensive training and support through sessions and the production of resources, ensuring all teams maximise their use of the CRM.
- Data Integrity and Insights: Work closely with the Insights team to regularly review the approach to data integrity, taking action to ensure consistency, reduce duplication, and improve accuracy within the CRM.
- Dashboard and Reporting: Collaborate with the Client Services Support Manager to take ownership of CRM-specific reporting across service, marketing, and sales processes that sit within the CRM.
- Process Improvement: Continually review, maintain, and enhance processes within the CRM that deliver measurable benefits to both staff and members, identifying areas where the system is underutilised or can be improved.
- Automation Development: Collaborate with marketing, business development, client services, sync, and legal teams to develop and implement automated CRM solutions that streamline workflows, enhance efficiency, and drive targeted outcomes across these functions.
- Development Prioritisation: Work with teams across the organisation to identify and prioritise areas for CRM development that will have the most significant impact, whether on customer satisfaction, revenue, or improved workflows.
- 3-5 years of proven experience within CRM management, ownership, or a CRM solutions implementation role.
- Strong understanding of CRM platforms, preferably with experience with HubSpot and/or Salesforce, data management, and system integration.
- Excellent communication skills, with the ability to translate technical requirements into business needs and vice versa.
- Experience working with cross-functional teams and managing stakeholder relationships.
- Ability to develop and implement training programs and communication plans.
- Analytical mindset with strong problem-solving skills and attention to detail.
- Experience across both B2B and B2C industries, preferably.
Must have the right to work in the UK, otherwise, the application will not be considered.
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