CRM Manager

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 company’s Microsoft Dynamics CRM system to be indispensable in assisting users to meet the company’s 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 company’s 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