CRM Manager Job Details
Vacancy has expired
Job Ref:
113581937
Industry: IT
Region/County: Unspecified
Salary: £40000/annum Basic Salary £40,000
Post Date: 17/02/2012
Job Description: JOB DESCRIPTION Job Title: CRM Manager Division: Hotels & Healthcare (Group) Basic Salary £40,000 Healthcare Pension 21 days holiday Company car 1. ORGANISATION Working at Group level with particular focus on Hotels, Healthcare and Mitre, who all use the same CRM system. The position reports through the commercial function but will require very close co-operation from IT. 2. PURPOSE OF THE JOB To manage and develop the companys Microsoft Dynamics CRM system to be indispensable in assisting users to meet the companys objectives. To be the champion for CRM and to lead all training and system development work, effecting a cultural change in the business. 3. KEY RESULTS AREAS Sales and Service To ensure that the CRM system provides adequate facility for recording sales pipeline opportunities. To ensure that the CRM system provides adequate facility for recording sales activities including appointments, calls etc with suitable diary/bring forward methodology. To ensure that the CRM system records the prospect and customer information necessary, at a sufficient level of detail. To identify developments needed to make use of the system more efficient or to support new business requirements. To work with the IT, Operations and Commercial teams to identify system developments such that customer service cases can be recorded and tracked through CRM, including a link to the Dynamics ERP system. To execute basic configuration changes (adding a field etc) and to manage all more complex developments, which will usually be completed by external developers, including where applicable management of the associated budget. Training To train new CRM users mainly in the Hotels and Healthcare Divisions and to provide support to users when they request assistance. This will include travel to Sunlight sites around the UK and occasional nights away. Data To manage the companys CRM data quality and any external services provided e.g. data acquisition, cleaning, enhancement. To personally update data on occasion and to manage data being updated by others e.g. ensuring that hotel group data is accurate. To set a clear data policy e.g. frequency of cleaning, frequency of TPS and MPS updating, and to identify relevant costs to be budgeted Market Knowledge To ensure that the system captures market information as required by management, notably competitor names and contract details along with coverage of the prospect pool e.g. hotels, NHS Trusts Management Information To ensure that sales and service management can easily obtain management information on team performance to enable them to manage their teams. To ensure that company stakeholders can easily obtain reports on market intelligence e.g. hotels served by a named competitor, competitor contracts ending, prospects in an area, customer service history etc To manage the continued development of sales and service dashboards as they impact CRM 4. Areas of Impact affected by the Job Sales - Overachievement of target by the sales team of approximately 40 people, leading to gains in budgeted revenue. Service - Enhanced customer retention through visibility of customer service history and therefore customers at risk Efficiency - Reduction in administration through replacement of paper/spreadsheet systems by the CRM system Market Development - Improved success of new product launches through having appropriate market intelligence available through CRM 5. KNOWLEDGE, SKILLS, AND DIMENSIONS Must be familiar with Microsoft Dynamics CRM, ideally version 2011 Must have at least 4 years experience working in the CRM field, ideally in a B2B environment Able to configure Microsoft Dynamics CRM using the menu structures for administrators, (but individual does not need to be a system developer). Systems development outside basic configuration will be executed by third parties, managed by the individual. Training skills and ability to write training documentation Able to work as part of a multi-departmental project team, leading it where appropriate Able to communicate at all levels, both senior management overviews and detailed user support Commercially aware Able to travel as necessary
Industry: IT
Region/County: Unspecified
Salary: £40000/annum Basic Salary £40,000
Post Date: 17/02/2012
Job Description: JOB DESCRIPTION Job Title: CRM Manager Division: Hotels & Healthcare (Group) Basic Salary £40,000 Healthcare Pension 21 days holiday Company car 1. ORGANISATION Working at Group level with particular focus on Hotels, Healthcare and Mitre, who all use the same CRM system. The position reports through the commercial function but will require very close co-operation from IT. 2. PURPOSE OF THE JOB To manage and develop the companys Microsoft Dynamics CRM system to be indispensable in assisting users to meet the companys objectives. To be the champion for CRM and to lead all training and system development work, effecting a cultural change in the business. 3. KEY RESULTS AREAS Sales and Service To ensure that the CRM system provides adequate facility for recording sales pipeline opportunities. To ensure that the CRM system provides adequate facility for recording sales activities including appointments, calls etc with suitable diary/bring forward methodology. To ensure that the CRM system records the prospect and customer information necessary, at a sufficient level of detail. To identify developments needed to make use of the system more efficient or to support new business requirements. To work with the IT, Operations and Commercial teams to identify system developments such that customer service cases can be recorded and tracked through CRM, including a link to the Dynamics ERP system. To execute basic configuration changes (adding a field etc) and to manage all more complex developments, which will usually be completed by external developers, including where applicable management of the associated budget. Training To train new CRM users mainly in the Hotels and Healthcare Divisions and to provide support to users when they request assistance. This will include travel to Sunlight sites around the UK and occasional nights away. Data To manage the companys CRM data quality and any external services provided e.g. data acquisition, cleaning, enhancement. To personally update data on occasion and to manage data being updated by others e.g. ensuring that hotel group data is accurate. To set a clear data policy e.g. frequency of cleaning, frequency of TPS and MPS updating, and to identify relevant costs to be budgeted Market Knowledge To ensure that the system captures market information as required by management, notably competitor names and contract details along with coverage of the prospect pool e.g. hotels, NHS Trusts Management Information To ensure that sales and service management can easily obtain management information on team performance to enable them to manage their teams. To ensure that company stakeholders can easily obtain reports on market intelligence e.g. hotels served by a named competitor, competitor contracts ending, prospects in an area, customer service history etc To manage the continued development of sales and service dashboards as they impact CRM 4. Areas of Impact affected by the Job Sales - Overachievement of target by the sales team of approximately 40 people, leading to gains in budgeted revenue. Service - Enhanced customer retention through visibility of customer service history and therefore customers at risk Efficiency - Reduction in administration through replacement of paper/spreadsheet systems by the CRM system Market Development - Improved success of new product launches through having appropriate market intelligence available through CRM 5. KNOWLEDGE, SKILLS, AND DIMENSIONS Must be familiar with Microsoft Dynamics CRM, ideally version 2011 Must have at least 4 years experience working in the CRM field, ideally in a B2B environment Able to configure Microsoft Dynamics CRM using the menu structures for administrators, (but individual does not need to be a system developer). Systems development outside basic configuration will be executed by third parties, managed by the individual. Training skills and ability to write training documentation Able to work as part of a multi-departmental project team, leading it where appropriate Able to communicate at all levels, both senior management overviews and detailed user support Commercially aware Able to travel as necessary
