CRM Co-Ordinator Role

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1 Service Area: Team: Grade: 7 Customer Customer Experience Hours of Duty: hours per week in accordance with RBH s Worklife Balance Scheme and service requirements. The role may require occasional weekend or evening work Workflow & Project Information: Resources: Job Purpose & Outcomes: Generally 90% office based, with 90% on project work with 10% on occasional site visits. Responsible for budget in range up to approximately 150,000 The CRM Co-ordinator is a highly collaborative role, working within and between teams across the society. Working with external partners/suppliers, establishing, developing, overseeing delivery of project plans and supporting the delivery, development and implementation of the society s CRM system. How this post fits within the team: Director Of Customer Services Customer Access Manager CRM project co-ordinator

2 Main areas of work: Deliver the implementation of RBH s chosen CRM solution by working with key stakeholders to determine project objectives, document technical requirements, and establish project schedules. Develop and manage a project plan by co-ordinating internal resources and third parties to ensure the project is on-time and within scope of the project, including cost and quality. Ensure resource availability and allocation, working with internal and external colleagues to ensure dependencies and conflicts are identified, documented, and resolved. Ensure the right level of quality assurance and documentation is completed at each stage of the project. Co-ordinate changes to the project scope, project schedule, and project costs using RBH s bespoke project management methodology (based on Prince 2). Successfully co-ordinate key stakeholder relationships, both within RBH and external suppliers to ensure project delivery Identify, prioritise and track project risks and guide project team to the successful mitigation of the risks. Complete system testing and feedback through internal meetings Co-ordinate internal communications to continue to develop the knowledge and benefits of CRM across the Society. Act as the key project liaison to RBH s chosen supplier Act as a key project liaison to technical specialists in the IT team Line manage the CRM business analysts

3 Competencies: There are 7 Technical competencies, 4 Personal competencies, 5 Leadership competencies and 8 Organisational competencies for this role. In your covering letter, you should state if you hold any of the stipulated qualification(s) and demonstrate how you meet Technical, Personal and Leadership competencies by giving examples from your current/previous role(s) or experience in your application form. Your information should not exceed 2 sides of A4 pieces of paper, with no smaller than font size 11. You are NOT required to provide examples against Organisational competencies as these will be assessed as part of the selection process. Qualifications: Good to have: Computer Science Degree, Qualification in a project management discipline, APM Project Management Qualification or Prince 2 or relevant practical experience Technical competencies (knowledge and skills): Must have: 1. Project management experience with a track record of successfully delivering projects including projects with significant IT deliverables 2. Demonstrate an understanding of the role a CRM system can have in improving business processes and workflows 3. Ability to formulate recommendations to resolve issues, mitigate risks, process improvements and changes 4. Decision making skills including ability to escalate issues, risks, change requests, or other related issues, to the project manager/project team as appropriate 5. Experience of working in a collaborative environment with

4 diverse teams, stakeholders and partners. 6. Demonstrate the ability to work in an analytical and methodical way Good to have: 7. Experience of working with a CRM system. Personal competencies: Must have: 1. Ability to foster a collaborative approach towards a common vision and shared goals. 2. Ability to maintain confidentiality and use information appropriately. 3. Effective mediation and negotiation skills to deliver positive outcomes Good to have: 4. Experience of business process reviews Leadership competencies: Must have: 1. Sets and communicates clear direction 2. Provides a supportive environment and promotes effective working to ensure well being of team members 3. Experience of supporting the successful delivery of service improvement 4. Works ethically and with integrity supporting organisational goals and values 5. Strong agent of change focused on people, processes and

5 culture.

6 Organisational competencies: Customer Focus has the commitment to putting customers first and ability to deliver a consistently high quality service Communicating & Influencing the ability to communicate spoken and written information clearly and effectively in a variety of formats with a diverse range of people. Takes account of their views and uses influence where necessary for a productive outcome Working efficiently and effectively ensures own and direct reports targets are met. Delivering quality services which offer value for money within agreed timeframes. Being creative and practical in developing new ways of working to improve services for customers and partners Team Working Uses interpersonal skills to work co-operatively with colleagues, internal and external partners, working pro-actively across cultures and organizational boundaries, sharing information, new knowledge, innovation and ideas Embracing Change the ability to plan for, adapt to and work with a variety of situations, individuals and groups. It is having a positive attitude to change and the ability to identify opportunities to improve performance Leadership encouraging, supporting and inspiring others to develop confidence and capability in order to realise their full potential. Respect the recognition and valuing of difference in the broadest sense. It is about creating a working culture and practices that recognise, respect, value and harness diversity for the benefit of the organisation and all individuals Commitment to the Organisation the ability to demonstrate understanding of and commitment to the organisation and the services it provides for our communities. It is about working with consistency, integrity, accountability and demonstrating this by being positive and professional at all times Date created: 8/10/15 Author: AG Date Reviewed: 12/5/16

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