CRM Project Manager

**Hybrid (Office + Home)**

**Description**

Purpose of the role

You will be responsible for leading multiple large and small projects that deliver business transformation through digital and technology enabled change. This will often mean running projects concurrently, i.e.one or two days per week on one project, withanother two or three days on another. We believe that Customer Relationship Management (CRM) is a combination of strategy, people, processes and culture, underpinned by technology. Your role is to maximise our clients' investment in CRM and associated technologiesthrough our portfolio of services, which include building business cases for investment, requirements gathering for new technology, business process reviews, procurement and technology partner selections, CRM and digital implementation project management support,as well as benefits realisation.

**Responsibilities**:
The key elements of the role include:

- Establishing and understanding the needs of the client, through conversation, analysis and research to create a strategy to achieve the best digital solution, including systems integration
- Creating an outline of the business needs and the digital solutions to make a compelling business case
- Developing process models of clients’ current processes with recommendations for change, including a review of existing systems functionality
- Once a Statement of Work has been agreed, continually working with the client to ensure they are up-to
- date with progress, impact and timescales
- Actively project managing the process so each element is delivered to time and budget
- Ensuring the correct company methodology is used in line with the Statement of Work document and expected quality standards
- Driving projects forward, facilitating decisions, flagging and solving client problems
- Developing productive and valued relationships with clients through ownership, communication and reliability
- Taking full responsibility for projects from internal handover to completion
- Creating project documentation including requirement specifications, PIDs, project plans and reports
- Delivering business cases for investment, requirements gathering for new technology, business process reviews, procurement and technology partner selections, CRM and digital implementation project management
- Working collaboratively with the Business Development team to ensure a trusted advisor relationship is established with clients
- Representing the company in a professional manner at all times, promoting the company as a centre of quality and excellence
- Contributing to projects being managed by other staff as required
- Contributing to the development of proposals to clients on request
- Fully documenting all projects within your responsibility for both the clients’ and for the company’s benefit

**Requirements**:
Experience: - Essential
- Knowledge of modern Client Relationship Management (CRM) systems and digital engagement tools
- Experience of delivering two or more of the following types of projects
- business case for investment
- requirements gathering for new technology
- business process review
- procurement and technology partner selections
- CRM and/or digital implementation project management
- Strong analytical, commercial skills and business acumen
- Strong project management skills
- Prince 2 Foundation qualified

Desirable
- Experience in the non-profit sector
- Financial management skills
- Understanding of principles of Change Management

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