CRM Consultant

Overview

Specialist role Business analyst

Summary of the work 

A rapid scoping exercise of the end to end customer relationship management system requirements and design of the business operational processes. Make recommendations based on industry standards and best practice for CRM deployment. Detail requirements and operational processes. Written specification, business process flows and plan to align associated business processes

Latest start date 19th September 2016

Expected contract length 15 days effort (total) but does not need to be consecutive.

Region London

Organisation the work is for NHS Property Services

About the work

Who the specialist will work with 

Head of Customer Strategy Customer Strategy team Head of Credit Control CIO Internal IT teams External Suppliers

What the specialist will work on 

The CRM Consultant will be required to document the: -scope based on the business needs -functional system requirements categorised using MoSCoW -high level business process models -gap analysis of functional system requirements against existing system(s) -map the functional requirements to standard application functionality that is available in COTS CRM products and highlight any custom/bespoke requirements -summary of the findings and recommend an approach to meet the business requirements.

Work setup

Address where the work will take place 

London based (Gresham Street) as the business stakeholders are predominantly based there. Travel to Stephenson House (nr Warren Street) will also be required.

Working arrangements 

The specialist is expected to be self-managed and proficient in asking the right questions to elicit requirements and information. The specialist will be proactive and will schedule required workshops with relevant stakeholders and will organise the sessions to maximise the value from the stakeholders involvement. It is anticipated that for the duration of the assignment, the specialist will be based onsite at NHSPS premises. Any incurred expenses will need to be factored into the day rate. Own laptop and required software is to be provided by the specialist. Access to guest wi-fi networks will be provided by NHSPS.

Additional information

Additional terms and conditions 

15 days effort (total) but does not need to be consecutive. Meetings with key stakeholders will be established in advance of arrival of the consultant/specialist. Any delay between scheduling and holding the meetings, will result in a break in the duration of the assignment. As a result, the duration of the assignment may exceed 15 days, but the effort that will be funded, will not exceed 15 days.

Skills and experience

Essential skills and experience 

• 10 years work experience specialising in CRM systems and customer service and relationship management
• At least 5 years extensive experience in producing strategy papers and getting senior managment approval
• At least 3 years hands-on experience with business requirements gathering/analysis
• Excellent verbal and written communication skills to be able to present to a target audience
• Be detail orientated/articulate with strong time management and organizational skills

Nice-to-have skills and experience

• Detailed knowledge of the leading CRM software solutions
• Experience of CRM in a non-sales environment i.e. for use in a customer services environment
• Experience of implementing customer service and relationship management improvement transformation projects.
• From a consultancy background
• Experience of delivering CRM solutions in a property services context
  

All your information will be kept confidential according to EEO guidelines.