CRM Project Manager

Reports to: Director of Databases and IT

Liaises with: Qualifications, Student Services, Membership, Finance, Business Development (Training and Advisory), Marketing

Main Duties and Responsibilities

Project Management

• Full project management responsibility for the implementation of a new approach to IRM’s in-house Customer Relationship Management system
• Ensuring the scope of the project through discovery, establishing the project schedule and milestones
• Liaising with the teams listed above to devise and plan the effective rollout and use of the CRM, ensuring the application is used to its full potential across the organisation
• Acting as principal point of contact between IRM and its CRM supplier
• Delivering the project on budget and within agreed timelines
• Introducing AI and technology drive process re-engineering across the institute

Business Processes

• Introduce AI and associated processes throughout the Institute.
• Work with departmental colleagues to devise new workflows for the efficient, timely set-up of new events on the CRM databases and website.
• Develop analysis and reporting capabilities, coordinating any new management processes as required.
• Supporting data migration process from multiple sources, ensuring data is cleaned and merged accurately onto the new CRM
• Ensuring that IRM adheres to the General Data Protection Regulation
• Establishing new processes for the secure migration of data from third parties
• Supervising the development of any data migrations and integrations using the CRM API Website Integration
• Full management of the implementation of the organisation’s website including the development of any bespoke customisations required
• Work closely with our web managers on the design of the new transactional experience

Project Reporting

• Clear and accurate project management reporting to the Director of Databases and IT
• Work closely with the Chief Operating Officer on business process redesign.
• Providing regular updates to the project Board and the IRM Board Project subcommittee ensuring that all phases of implementation are processing as planned
• Co-ordination of training and documentation of system configuration, business processes and workflows
• Organising and chairing the internal CRM working group and project meetings with relevant team members

PERSON SPECIFICATION

The successful candidate will be able to demonstrate the following:

• A track record of successful CRM implementations in a membership organisation providing education, qualifications, training and advisory services.
• Strong project management and organisational skills with experience of managing complex projects
• Knowledge of CRM platforms (e.g. Salesforce, Hubspot, Microsoft Dynamics)
• Project management experience in both Agile and Waterfall methodologies, particularly in relation to CRM implementation or digital transformation projects
• Experience in process automation, digital tools, and emerging technologies, specifically AI but also Automation, Interfacing, APIs, data analytics
• Proven ability to liaise with a wide range of colleagues, building and maintaining effective working relationships
• Experience or understanding of API Management Platforms, REST API, SOAP API, Bulk API, and Tooling API,SQL, PowerApps, Microsoft 365, Salesforce Connect etc.
• Experience of working with web developers on the design and launch of websites
• Substantial experience of mid-size CRM systems and how they are best configured and exploited for a membership organisation providing education, qualifications and training
• An understanding of current and upcoming data legislation and PCI compliance
• Excellent communication skills written, verbal and interpersonal with excellent reporting capabilities on complex projects
• Ability to prioritise, multi-task and adapt to new situations while maintaining the highest standards of accuracy

Desirable

• An understanding and interest in the work of the IRM
• Experience or understanding of SQL, PowerApps, Microsoft 365, SharePoint etc.

This job description is a guide to the nature of the work required of the prospective employee and does not form part of the contract of employment. It does not preclude any change or development within the role that may happen in the future.

To apply for this role, please click the 'Apply' button above where you will be redirected to our web-site to upload your CV and fill in our screening questions