Job Description - APM



Role Description – CRM Product ManagerRole titleCRM Product ManagerGrade3DepartmentService DeliveryReports to (1)Head of Service InnovationDirect reports (1)nilKey relationships / interfaces (1)Internal: Exec, Management Team, Marketing, Service Delivery, Volunteers and all other headquarters staff. To work closely with the Web Manager to ensure the full end to end processes is fully optimized.External:Supplier relationship with Pro8 and other external service providersRole purpose (2)To maximize the return on investment in the CRM system by optimizing understanding, consistency of use, adoption, data management and requests for development across APM.Breadth of responsibility (3)This role will impact on all teams and departments in APM and although based in Service Delivery will also need to support adoption and use of the CRM across all teamsDimensions and limits of authority (4)Any changes or development required in the CRM will need approval through the agreed change/development process and are not at the discretion of this role.Key responsibilities / accountabilities (5)Key performance measures (6)GeneralResponsible for the day to day operations and management of the CRM systemCRM seen as a valuable tool by the user community and something that supports them in being effective in their roleIssues/problems are quickly analysed and appropriate action taken to resolveLead on a consistent and appropriate adoption of the CRM system across APM Regularly analyse usageWork proactively with teams to increase adoption Ensure data and quality standards are adhered to across the organisationProviding training and support to all teams top ensure they gain the maximum benefit from working in the CRMEnsuring all training support documentation remains current and relevant to assist with consistent usage.Ensure CRM capability per team is appropriate to roleProvide ongoing support and training to existing employeesEnsure all new employees receive appropriate training and understand the importance of the CRM to APMEnsure the integrity of data in the system is regularly reviewed and action taken to ensure consistency and reduce duplicationEnsure data protocols are understood by all staffRun regular reports correcting and picking up on data protocol breaches supporting staff in working the correct wayLook at creative ways to engage people in adhering to data protocolsChampion adoption of the CRM creating a wider understanding of the value it brings.Be the CRM champion within APMConstantly look for new ways to add valueHelp existing and new staff understand the role of the CRM and what it can deliverWork with teams across APM to Identify priority areas for development that have the most impact be it on customer satisfaction, revenue or ways of workingSeek input from all areas of the business for development ideasHelp assess and prioritise the ideas for development for submission to Development BoardIdentify clear business benefits for any proposed changesWork closely with the Web Product Manager, IT and our suppliers in order to deliver maximum benefit from the CRMProposed changes take into account the impact on the web and ITRegularly share ideas and concepts to move forward our IT and CRM strategyAppreciation of the wider IT strategyCreate a series of reports which are regularly updated with key performance information and shared with Managers across the organisation Regular reporting establishedAction taken on any improvement areasPositive behaviours recognised and re-enforcedIdentify areas where the system is under used or could provide improved ways or working and raise with the appropriate managersScan the market for ideas and new opportunities to influence future developmentJoin the suppliers user group meetings to see what is being developed and promote ideas of value to APMContinually review, maintain and improve processes that deliver benefit to both staff and membersChallenge the status quo when there appears to be a more effective or better way to do thingsMinimise work arounds and maximise system capabilityConstantly lok for process improvementsPerson Specification – Head of MembershipAttributeDescriptionEssential / desirableQualifications Educated to degree level (or equivalent) or have comparable work experience.CRM/Data Management/TrainingEssentialDesirableExperience Change managementProject managementSoftware developmentData ManagementWorking with interdisciplinary teamsProven success in leading CRM training and adoption processesEssentialEssentialDesirableEssentialEssentialKnowledgeFully understands the value the CRM can deliverSound business, financial and process knowledge to assess impact Knowledge of common CRM software tools and their applicationEssentialEssentialEssentialSkillsOutstanding communication skillsAnalytical thinking Proven ability to deliver effective trainingPresentation skillsSolution orientatedReport writingDevelopment and delivery of trainingProject ManagementEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialBehaviour / competency (9)Creativity and innovationEnthusiasmCustomer focusDeveloping and coaching othersInfluence and persuasionInitiative and proactivityEncouraging collaborationResilienceEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssentialEssential-114300400050000 ................
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