JOB DESCRIPTION. 1. JOB TITLE: Senior Project Officer: CRM Business Relationship Management. 4. DEPARTMENT: Learning and Information Services (LIS)

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1 JOB DESCRIPTION 1. JOB TITLE: Senior Project Officer: CRM Business Relationship Management 2. HRMS REFERENCE NUMBER: HRMS/ ROLE CODE: SPOLIS 4. DEPARTMENT: Learning and Information Services (LIS) 5. ORGANISATION CHART: Post reports to the Director and CIO, LIS 6. JOB PURPOSE: To provide a central coordinating function with respect to the implementation of the CRM system within other University Business Engagement areas (the University CRM Community) To work closely with the Thornton Commercial Development Agent in order to ensure all commercial activity is being recorded and monitored through the University CRM system. To Coordinate training and development requirements between the University CRM Community and LIS To Provide documentation regarding system processes To provide advice regarding the correct use of the CRM system To ensure the system is being kept up-to-date and that data quality is maintained To support the Director and CIO, LIS with regards to the CRM system development strategy 7. BACKGROUND INFORMATION: Learning & Information Services consists of Library, Media & Print, Networks & Communication, and Business Improvement Services. The University of Chester has procured, and is implementing, a Microsoft Dynamics CRM system in order to address three areas of activity:- Student Marketing and Recruitment Student Relationship Management - Admissions to Alumni Business Engagement Relationship Management As the CRM system touches a wide range of University activities, the implementation project is being management by the Director and CIO, Learning and Information Services (LIS). The technical development of the system is also being managed through LIS. A Project Officer role is needed to assist with the development of the third strand of activity; Business Engagement Relationship Management.

2 8. WORK PERFORMED AND/OR KEY RESULT AREAS: 8.1 Communicating Effectively Daily interaction with academic and support staff at all levels and other support departments within the University e.g. University Faculties, Riverside Innovation Centre, Food Solutions, Thornton Commercial Development Agents, Careers etc. Communication may be face-to-face, by phone or in writing on matters relating to implementation of projects using a recognised project management framework. Frequent communication with users on LIS systems and policy, updates in a variety of formats i.e. written and oral. Regular communication with LIS staff on more complex or technical matters e.g. instructions for implementation of new systems. Produces reports and other management information on a regular basis to inform strategic management decisions. 8.2 Leadership and Working Collaboratively Monitor the day to day work of the CRM Community. 8.3 Liaison and Networking Internal and External liaison with Business Engament Services and other organisations e.g. the Joint Information Systems Committee (JISC) and the HEFCE on current trends and developments, problems solving and sharing of best practice relating to Employer Engagement and CRM. This will involve infrequent external meetings, and liaison online through mailing lists and discussion boards. The post holder may also liaise with contractors, suppliers and other external organisations on matters relating to Business Relationship Management. 8.4 Delivering a High Quality Standard of Service The post holder will be responsible for the effective use of the Business Engagement aspect of the CRM system through the development of a CRM Community support service. The post holder will be proactive in planning Project and Service capacity to meet the CRM demands of Service Departments, Faculties and External agents. The post holder will be proactive in developing services by identifying Community service issues, liaising with LIS technical teams and informing CRM Business Relationship Management Strategy. The post holder will help to coordinate the administration relating to the integration and management of the CRM system such as implementing, creating and maintaining CRM data and process specification documentation and diagrams. The post holder will play a key role in the promotion of services across the institution and within the wider HE network.

3 8.5 Effective Decision Making The post holder will report to the Director and CIO, LIS and will provide data and statistical reports to inform decisions relating to the implementation project and support service progress, for example on service usage, data quantity and quality. The post holder is expected to make decisions on day-to-day policies and procedures, seeking solutions to problems which occur within the role, particularly with regard to CRM Community service issues. For example, on what actions to take in relation to ensureing CRM data quality and agreed CRM use by the Community Making a decision that suites the Community regarding how Company Data might be described and recorded; What are primary Contacts; how Products and Opportunities (Outputs) are described and monitored. The post holder works closely with other members of LIS and the CRM Community to inform decision-making but will be expected to work on their own initiative and make independent decisions based on the information available as appropriate. E.g. Definitive source of Knowledge of the CRM Business Relationship system and Business Relationship Management Service goal. Acting in a project monitoring and implementation role the post holder will create work packages to distribute workload to the Community in order to meet required deadlines of a project. 8.6 Planning and Organising Self and Others The post holder will assist the Director and CIO, LIS in the strategic planning and development of the University Business Relationship CRM System. The role will involve planning and implementing LIS/CRMCommunity projects within agreed time frames and budgets. Assists the Director and CIO, LIS in the monitoring and review of project tasks to ensure efficiency across the information systems staff and Community teams. 8.7 Innovation and Improvement (Effective Problem Solving) To solve problems relating to all Business Relationship CRM Community issues which impact across the University using a structured best practice methodology with regard to change management, problem management and incident management. For Example: Defining Gannt files for meeting Business Engagement Outputs through the use of the system for a CRM Community member. 8.8 Analysis and Research The post holder will be required to analyse, interpret and report complex data from the CRM system usage and availability to advise University managers accordingly in both future usage and best practice. A proactive role in identifying trends and patterns to inform service development is fundamental to the role. Investigative and research skills required to develop and implement new services to enhance the learning and research environments.

4 Monitoring, evaluating and reporting on performance against targets, and where appropriate, making recommendations for improvement and setting priorities. 8.9 Sensory and Physical Demands To carry out tasks at a level which may require moderate physical effort, i.e. moving machinery and equipment and intensive periods of time spent working on computer systems Work Environment The post holder will work in an open plan office environment. Expected to travel to meet Community member groups Pastoral Care and Welfare As a senior member of the team, to deal with first line staff issues which may arise, i.e. dealing with low level performance issues etc Team Development Will be required to attend LIS/CRM Community and project meetings when required. Liaise frequently with University teams/departments in order to ensure system data quality and project performance. Deliver training as appropriate to University staff relating to CRM information systems developments 8.13 Teaching and Learning Support Help to develop and deliver training/guidance either verbally, written or within training workshops as appropriate to wider university staff and external agents in relation to use of the Business Relationship CRM system Knowledge and Experience See below 8.15 General To undertake any other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you. To take responsibility for upholding and complying with the University s Equality and Diversity policies and for behaving in ways that are consistent with fair and equal treatment for all. To comply with all University Health and Safety policies.

5 PERSON SPECIFICATION Job Title: Senior Project Officer: CRM Buisness Department: LIS Relationship Management PERSON SPECIFICATION Criteria / Method of identification Qualifications: Educated to degree standard (or equivalent) ECDL qualification (or equivalent ICT skills) PRINCE2 Foundation Proven Experience: Relevant experience of working within a Business Environment Experience with Database Administration Experience with Contacts and Company Data Experience with Marketing and/or Sales Experience with CRM Experience of managing projects and/or services Delivering academic and service excellence: Excellent IT skills Good documentation skills Experience with dealing with customers Managing self and inspiring others: Ability to work under pressure and on own initiative Application Application Application Interview Flexible approach to work Interview Working together: Good interpersonal skills Interview Organisational and stakeholder awareness: Commited to Business Process Improvement Interview Requirements are those, without which, a candidate would not be able to do the job. Applicants who have not clearly demonstrated in their application that they possess the essential requirements will normally be rejected at the shortlisting stage. Requirements are those that would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements.

6 UNIVERSITY OF CHESTER TERMS & CONDITIONS OF EMPLOYMENT SENIOR PROJECT OFFICER: CRM BUSINESS RELATIONSHIP MANAGEMENT 3 YEAR FIXED TERM CONTRACT SALARY SCALE University Scale OS 8, points 27-30, 27,854-30,424 per annum payable monthly in arrears. RESIDENCE REQUIREMENT It is a requirement of this post that within 12 months of appointment, the postholder should live within a 30 mile radius or within a one hour travelling time by public transport from the University. HOURS OF WORK 36.5 hours per week to be worked as follows: Monday to Thursday 9.00am pm Friday 9.00am pm (less one hour lunch each day) A flexible approach to work will be required as there may be occasions when it would be necessary for you to work additional hours as dictated by the workload. HOLIDAY ENTITLEMENT 22 days per annum (pro-rata during the commencement and cessation years), rising to 27 days after five years' continuous service. Two extra statutory days per annum during the Christmas period. MEDICAL EXAMINATION Successful candidates will be required to complete an Occupational Health questionnaire, and may be required to undergo a medical examination. ESSENTIAL CERTIFICATES Short-listed candidates will be asked to bring to interview, proof of qualifications as outlined on the Job Description and Person Specification provided. Upon appointment, copies of essential certificates will be required by HRM Services. PENSION SCHEME The University is an admitted body to the Cheshire local government pension scheme. All support staff are eligible for membership of the scheme, and upon appointment, will be asked to indicate whether or not they wish to join the scheme. EQUAL OPPORTUNITIES The University has a policy of equal opportunity aimed at treating all applicants for employment fairly. SMOKING POLICY The University operates a No-Smoking policy.

7 PROBATIONARY PERIOD A nine months' probationary period applies to all University posts. CLOSING DATE Completed application forms should be returned to HRM Services, University of Chester, Parkgate Road, Chester, CH1 4BJ, no later than Monday 24 th June 2013 at 12 noon quoting reference number HRMS/12234.

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