JOB DESCRIPTION JOB DETAILS Job Title: CRM Coordinator ...

JOB DESCRIPTION

JOB DETAILS

Job Title:

CRM Coordinator

Location : London or Aberdeen

Reporting Line:

Business Services Manager

Date:

February 2016

Team:

Finance & Corporate Services

Team Purpose and Objectives

To deliver the full range of finance and corporate services support to the organisation and subsidiaries in an

effective and efficient manner in support of Team objectives;

To achieve a viable long term business model, which adapts and evolves in response to the business

environment;

To lead the development of an attractive employment proposition and people strategy, which values our

staff and enables them to reach their full potential.

Job Purpose Act as co-ordinator and controller for the Company's member and other data requirements, principally through Microsoft Dynamics based CRM system, but also in the development and management of the Intranet and other related data management requirements.

Job Dimensions Budgetary Responsibility : Team Size : Key Stakeholders :

Key Accountabilities :

TBC N/A Business Services Manager; Business Services Coordinators; External Affairs & Communications / Business Excellence teams; All staff; Service Providers

Maintain CRM contact data records for the organisation, looking for continuous improvement to increase the functionality and accuracy of the data held within it to meet the business requirements, linking closely with the Membership Relationship Advisers.

Develop and administer CRM marketing lists, maintaining the data records of all membership engagement and prospective membership including all relevant key contacts, ensuring that the data supplied is up to date.

Oversee data cleansing and update initiatives, including de-duplication, merging, etc. Create and manage CRM export and import processes to support departmental requirements. Monitor and improve security roles and data rules to support the integrity of the CRM. Increase the utilisation of the CRM through user engagement, develop CRM workflows to support business

processes, extract data, produce tailored reports and respond to other member information requests from the organisation. Manage the organisation's relationship with the external CRM software provider and IT service provider to ensure the efficient planning and delivery of new updates, modification, change requests and the adoption of best practice policies. Provide support and CRM training to staff on an ongoing basis to best utilise the system, implementing "how to" guides, along with troubleshooting user issues and interfacing with support as required. Support the system and content development of the Intranet and provide ongoing management support. Interface with External Affairs & Communications team as required in support of website management and e-mail marketing lists. Working with the team to plan and implement a mid-to-long term strategy to improve the use of software across all business requirements and involvement in other data co-ordination and general IT requirements as needed.

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Knowledge, Skills, Experience : (includes technical skills, professional qualifications and competencies) Excellent communication and negotiating skills with people at different levels (both verbal and written). Ability to work well under pressure, managing tight timescales and conflicting demands, whilst maintaining high level of accuracy and attention to detail. High standard of IT/office systems skills and knowledge, particularly Microsoft Office applications. Ability to manage and prioritise own workload, working on own initiative and self-sufficiency on a day-to- day basis with administrative processes. Knowledge of Customer Relationship Management (CRM) principles and strategies Previous practical experience of Microsoft Dynamics 2011 / 2015 from a user-interface perspective and management and development of CRM data to improve the functionality and accuracy of such systems. Strong relationship management ability to communicate, influence and collaborate with others to deliver business activities successfully. A strong team player with a proactive, flexible and mature approach to the role Effective change facilitator who thinks innovatively and acts decisively around process improvement and efficiency, adapting positively to challenges. Results-driven, comfortable and experienced at working operationally to drive continuous improvement and efficiency. Role model who demonstrates high standards of ethics and professionalism, aligned to Company values.

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