Job Purpose

The CRM System Manager is responsible for the overall coordination and management of Archways Customer Relationship Management (CRM) system project. They will lead on the implementation of the CRM system, providing input and solutions, ensuring a consistent and appropriate adoption of across Archways.

Key Responsibilities

CRM Data Management

• Hold overall responsibility for maintaining clean, accurate and relevant CRM data.
• Devise and maintain processes to improve efficiency and the quality of data.
• Enhance data quality by identifying areas of concern or improvement.
• Lead on the development of processes for capturing and storing of service user data from multiple sources and channels (e.g., online, face-to-face).
• Create and implement processes to ensure all data is captured efficiently and effectively.
• Ensure all data is captured and stored in line with regulatory requirements (e.g., GDPR) 
• Responsible for bulk importing of data where automated solutions are not available.
• Ensure all data is imported in line with regulatory, system and organisational requirements.
• Monitor and support data integrations.
• Monitor data volumes from multiple channels through effective reporting.
• To continually strive for best practice.

CRM User Management and Support

• Design, document and deliver the on-boarding process for new users.
• Provide CRM support and coaching to colleagues.
• Advise on best practice solutions to help users develop their CRM skillset.
• Provide the technical lead in meetings with internal and external parties where CRM is impacted.
• Ensure effective communication of relevant business requirements and issues.
• Lead in the development of CRM user guidelines, processes and procedures to ensure that users understand and use the CRM efficiently and effectively.
• Support and champion data security on an individual, team and organisational basis.
• Ensure users have the appropriate level of access using roles and permissions.
• Monitor usage through effective reporting.
• Respond proactively to all data queries from CRM users including by providing support with data selections and reporting.
• Support efficient access to CRM data using Views, Charts and Dashboards.
• Communicate and engage with users to ensure that they are always informed of technical changes or developments.
• Identify, design and/or provide configuration which supports the development of CRM functionality which will improve business processes and deliver efficiencies across the Foundation.

CRM Technical Management

• To proactively lead on, and contribute to, the development and improvement of CRM functionality while maintaining alignment to organisational needs.
• Manage CRM projects ensuring design of the system parameters maximise their compatibility with Archways operational requirements.
• Ensure projects are delivered to specification, on time and within budget.
• Consult with suppliers of key technical services which impact on CRM, e.g., CRM, website and IT support services.
• Support the monitoring and review of existing and potential new suppliers.
• Oversee CRM supplier during upgrades and patching, ensuring appropriate scheduling and testing is conducted.
• Where testing is required coordinate testing and production of test scripts.
• Ensure all colleagues are informed of any issues or changes as soon as is practical.
• Provide training and support through face-to-face training and production of online resources, for all teams to ensure maximum benefit from working with the CRM.
• Ensure all training support documentation remains current and relevant to assist with consistent usage.
• Ensure the approach to data integrity in the system is regularly reviewed and action taken to ensure consistency and reduce duplication or inaccuracy.
• Champion adoption of the CRM creating a wider understanding of the value it brings.
• Development of reports which can be regularly updated with key performance information and shared with staff across the organisation.
• Identify areas where the system is under-used or could provide improved ways or working and raise with the appropriate managers.
• Continually review, maintain and improve processes that delivers benefit to clients, stakeholders and staff.
• Analysing data to inform all aspects of Archways work.

Person Specification