Job Description Head of CRM

Transcription

1 Date 10/15 Job Title Head of CRM Solutions Job Grade Management Location London/Solihull Department Client Services Reports to job title Managing Director Job purpose (A concise statement of why the job exists and its key purpose) The role of the Head of CRM is to ensure that our industry leading software contains feature rich, well designed and crafted CRM functionality for our clients. The head of CRM should be able to clearly analyse and document business processes and implement these into client journey best practice. The individual will lead our CRM development direction and will be responsible for producing requirements documents and then presenting the solution to our clients, whilst offering best practice recommendations. Understanding how third party products integrate will be an important aspect of the role to ensure that clients receive the best possible end to end solution. Organisational chart Managing Director Head of CRM Sales and Marketing Client Services Development Reapit Ltd Version 1.0 Page 1 of 5

2 Resources The individual will report directly into the Managing Director and will have sole responsibility for developing the CRM strategy. The role will interface with the sales and marketing team for operational recommendations, development for development strategy and client services team to assist with client management and best practice. Key responsibilities and accountabilities WHAT IS DONE? Leading or participating in the design and architecture sessions with the clients, gathering and documenting business processes and requirements and assisting with architecting the CRM system to model the client s organizational processes. Writing technical and operational specifications for planned work with the development team, and facilitating the completion, testing and deployment of these projects. Maintaining a list of trusted resources for researching technical CRM items and features. Distribute information on the latest CRM-related and technology news to the team members. Participating in informal or formal design and architecting sessions with internal and external Data analysis and review of internal and client systems to provide market insight, with focus on generating revenue opportunities. WHY? Provide best practice advice and guidance to clients to ensure they maximise the use of the CRM application and that it fits with operational processes. Ensure that the development work required for the CRM solution is planned, defined, executed and delivered to clients. Ensure that the key members of the teams are informed of the latest tools, methods and best CRM practices. Provide reporting tools to ensure that clients maximise the use of the software and realise commercial and operational benefits Key performance indicators (Main measurable performance outputs of the job which will demonstrate if the results have been achieved) Process Specific : Implement client side reporting to demonstrate best practice Internal CRM improvements and measurable reporting platforms Efficient production of technical and operational business process/technical requirements Reapit Ltd Version 1.0 Page 2 of 5

3 Competency profile List of 3-4 key competencies that are required for the role (from the competency library) Business Research (Level 4) Definition: Contributes to research goals and builds on and refines appropriate outline ideas for the evaluation, development, demonstration and implementation of research. Uses available resources to gain an up-to-date knowledge of any relevant IT field. Reports on work carried out and may contribute significant sections of material of publication quality. Contributes to research plans and identifies appropriate opportunities for publication and dissemination of research findings. Ability to research and understand internal and external issues and take positive action and measures to resolve them In-depth research into client requirements and accurately document the business issue. Ensure that knowledge is up to date and shared with key stakeholders Effectively plan research and analysis in line with business requirements Business Process Improvement (Level 5) Definition: Analyses business processes; identifies alternative solutions, assesses feasibility, and recommends new approaches. Contributes to evaluating the factors which must be addressed in the change programme. Helps establish requirements for the implementation of changes in the business process. Identify, document and highlight positive business process improvements Proactively identify business process improvements Clearly articulate the written and verbally the business and technical process improvements Understand clear change management and stakeholder adoption Reapit Ltd Version 1.0 Page 3 of 5

4 Business Requirements Definition and Management (Level 4) Definition: Facilitates scoping and business priority-setting for change initiatives of medium size and complexity. Contributes to selection of the most appropriate means of representing business requirements in the context of a specific change initiative, ensuring traceability back to source. Discovers and analyses requirements for fitness for purpose as well as adherence to business objectives and consistency, challenging positively as appropriate. Obtains formal agreement by stakeholders and recipients to scope and requirements and establishes a base-line on which delivery of a solution can commence. Manages requests for and the application of changes to base-lined requirements. Identifies the impact on business requirements of interim (e.g. migration) scenarios as well as the required end position. Scope and identify technical/business improvements, ensuring fit for purpose and ensure they meet strategic objectives Clear scope and statement of works produced and understood Understand complexity of issue and operational and technical requirements Manage requests for change and prioritise requirements accordingly Liaises effectively with key stakeholders Business Analysis (Level 4) Definition: Investigates operational requirements, problems, and opportunities, seeking effective business solutions through improvements in automated and non-automated components of new or changed processes. Assists in the analysis of stakeholder objectives, and the underlying issues arising from investigations into business requirements and problems, and identifies options for consideration. Identifies potential benefits, and available options for consideration. Works with clients/ users in defining acceptance tests. Operational analysis against business issues and implement change effectively Understand operational issues and possible solutions Understand change and risk with clients Carful production of business requirements and handover to key stakeholders Implement acceptance testing with clients ad internal teams Reapit Ltd Version 1.0 Page 4 of 5

5 Personal Specification Knowledge & Qualifications: Possess a Bachelor s Degree or equivalent in a technically related field (i.e. computer science, engineering, IT, etc.) Professional demeanor Strong written communications especially related to articulating technical and operational specifications Salesforce and/or Dynamics Implementation knowledge Familiar with relational database concepts and SQL Experience: 1 3 years experience in a technical or operational capacity with other leading CRM providers such as Salesforce and Microsoft Dynamics. Demonstrable experience of implementing CRM solutions and solving operational issues Proven presenter to audiences of multiple sizes and both internal and external stakeholders Personal qualities: Self-starter with ability to handle multiple tasks and priorities Must have excellent communication and client development skills Maintain a positive attitude that promotes team work within the company and a favourable image of the company Effectively manage and solve complex problems through problem-solving Work cooperatively in a team environment Remain flexible on changing workloads Reapit Ltd Version 1.0 Page 5 of 5