CRM Implementation Manager

The CRM strategy is already in place. The customer journeys have been mapped and the communications plan is ready.

Your role is to turn that plan into a working, measurable CRM programme.

Building and optimising customer journeys, segmentation, automation and using data/testing to improve performance. Working in an organisation where CRM is relatively immature and needs to be properly established.

Taking the customer on a journey, not hard-selling them, but to reassure and support them. Giving them the information they need, when they need it to enable them to make the right decisions for their family and child’s needs.

You need to be somebody who can combine CRM/marketing and customer journey skills with a very hands-on implementation capability - getting into the platform, helping build the initial journeys and workflows, working through the data/technical dependencies and reducing reliance on the wider tech team wherever possible.

You’ll demonstrate solid stakeholder management skills and a desire to get things delivered. Working across a range of teams including marketing, creative, operational and senior stakeholders, managing activity through to implementation.

The platform you’ll be working with is Zoho, and it’s worth noting this is not a strategy role from a blank page, and it is not a heavily technical development position either. It is about implementation, project management, testing and optimisation.

What you’ll be doing

You’ll manage the delivery of CRM journeys across email, web, telephone and other customer channels, working with internal teams, external agencies and developers.

Your responsibilities will include:

• Managing the implementation plan, milestones, risks and dependencies
• The build and rollout of automated customer journeys, including developing wireframes
• Translating existing journey maps into clear delivery requirements
• Coordinating stakeholders, developers and platform partners
• Manage the A/B testing of new campaigns and customer journeys. Looking to ensure they deliver a seamless experience and required outcomes, such as new customer conversions, retention, or enhance customer value
• Defining how journey and channel performance will be measured
• Monitoring conversion, engagement and customer drop-off
• Building reporting that supports commercial and operational decisions

• You’ll have delivered CRM, customer journey or marketing automation projects within a multi-site, multi-location or multi-brand organisation.
• Are comfortable taking an agreed strategy through technical build, test, launch and optimisation, while coordinating a range of stakeholders and delivery partners.
• Experience of Zoho would be useful, although experience with Salesforce, HubSpot, Microsoft Dynamics or a similar platform may also be relevant.
• You’ll also need a practical understanding of workflows, automation, segmentation and CRM reporting, without needing to be a developer.
• Good knowledge of test and learn, as well as how to implement a measurement framework for CRM to understand how it’s performing across channels