Head Of CRM

Location: sydney
Salary: $180000 - $200000 per annum
Job Type: permanent
Contact: Kali Biase McInally
Primary Objective
The Head of CRM Platforms is accountable for the ongoing management of the CRM Platform and maximising the business value from this capability. This platform will support Marketing, Development, Sales and Lifestyles. Each of these businesses may have competing demands and this role will manage the “back-log” to ensure strategic priorities are delivered and realised through an agreed and transparent process.
This role is being established at project initiation phase for the CRM Project and will work closely with the project team and project sponsors. During this phase the role will develop strategic relationships with key vendors, ensure business priorities are documented and prioritised for delivery, work with the Change Lead to drive user adoption and advocacy; and focus on the customer and employee experience uplift that will be achieved through a digitised capability.
 
Following the project phase this role will be the Product Owner of the CRM Platform and will be accountable for day-to-day management of the system and vendor(s). There is a significant investment to build this capability including the ongoing annual costs of software and maintenance. This role will effectively manage these costs and optimise where possible. A benefit realisation plan including qualitative and quantitative benefits will be established during the project phase and agreed with benefit owners. This role will track the benefit realisation and take actions to ensure the benefits are realised as per the investment proposal for CRM.
Many of the expected outcomes of this role will be realised through indirect reports and matrix reporting lines. This will require the candidate to build trusted relationships, provide ongoing guidance / training, manage continuous improvement and build a community of best practise.
 
Key Accountabilities
Process Management and Improvement
  • Define the CRM vision and roadmap to meet our client’s goals and communicating the goals of this capability,
  • Be the voice of the customer and help facilitate internal resources through the customer decision journeys,
  • In collaboration with Marketing, Development, Sales and Lifestyles SMEs, identify and implement process efficiencies to improve productivity, customer experience and business performance,
  • Develop CRM training with all new employees as part of the clients induction process,
  • Proactively plan and look for continual improvement across the business,
  • Organise workload across BAU and project related work,
  • Manage (together with contracted third-party suppliers) the day-to-day delivery of services to users across all areas of the business and ensure support is in accordance with any agreements in place,
  • Be the business escalation for IT incidents when required,
  • Manage annual license, support and maintenance costs and agreements,
  • Build and maintain a strategic business relationship with the business and vendors as required,
  • Maturing the CRM capability across the organisation and achieving expected benefits,
  • Training L&D (sourced from partner and as a Super User) & providing regular tips / tricks to improve adoption and use,
  • Create enterprise-wide engagement / advocacy,
  • Monitor and report usage and engage at the ExCo level to drive enterprise adoption,
  • Prioritising defect resolution.
 
During Project Development
  • Creation and refinement of user stories within the product backlog,
  • Ensuring user stories are ready for implementation team to commence work, including clearly communicating the backlog items,
  • Ensuring each user story has the correct acceptance criteria,
  • Ensuring that the product backlog is transparent, visible, and understood,
  • Prioritisation of defect resolution,
  • Participation in sprint planning, retrospectives, sprint review and daily scrum meetings.
 
Relationship Management
  • Collaborate with Marketing, Sales, Development and Lifestyles to maximise business outcomes,
  • Actively drive positive relationships with external stakeholders, suppliers, and contractors; build and enhance external networks to ensure commercial outcomes for our client are achieved,
  • Maintain key stakeholder relations during and post project delivery,
  • Actively foster and support a positive working relationship with all internal stakeholders,
  • Treat all management and fellow team members with respect to support a team environment and provide high levels of service and support,
  • Develop professional relationships with your team members to ensure optimal communication, efficiency and productivity,
  • Participate & contribute to meetings and make suggestions for continuous improvement.
 
Leadership
  • Lead by example – support, coach, motivate and engage the team to be high performers and reach company and team goals,
  • Adopt a collaborative approach to performance and development, setting targets and objectives and plans for building competency and increasing skill and knowledge,
  • Provide regular and constructive feedback to your team and facilitate team communication,
  • Create an environment that rewards and recognises individual and team performance.
 
Workplace Health and Safety
  • Comply with Our client’s WHS Policy and Procedures and any reasonable instructions from any supervisor/authorised representative of the company concerning health and safety matters
  • Participate in identifying, assessing, and controlling risks and hazards in the workplace
  • Report any accident/injury/hazard in the workplace to your manager and the Health, Safety and Environment team
 
Experience / Requirements
  • Marketing tech background, experience with Salesforce/Microsoft Dynamics implementation.
  • Proven record of working in project or residential sales,
  • Excellent communication and presentation skills, both written and verbal,
  • Goal oriented, self-motivated, and able to work within a team environment,
  • Able to liaise across a wide range of external stakeholders,
  • Able to communicate with large groups of people,
  • Able to problem solve and make decisions,
  • Experience with O365 & Azure management,
  • Proven ability with vendor management
  • Good troubleshooting and problem-solving skills,
  • Good documentation skills and experienced in user support and change management tasks of a technical nature,
  • Analysis skills,
  • Understanding of Agile and Scrum frameworks,
Apply now