Customer Relationship Operations Support

Customer Relationship Operations Support Duties Directly responsible for operation of the Arden&GEM CRM platform (based on SalesForce) which includes direct management of the system, planning and providing training and support to users, production of dashboards and reports, data entry and data management, promotion of system use and being an advocate for usage of the CRM system and underlying business processes. The planning and coordination of any system upgrades, including minimising and communication of any potential disruption to users. Promoting and directly support the use of the CRM system across the Commercial directorate and wider organisation. Engaging with members of the directorate, Customer Account Directors, Service Leads and the Executive Team, to better understand the growth requirements of the system and develop and launch implementation. Lead on the Customer Relationship support operations and administrative processes within the Commercial Directorate. Manage and maintain the CRM platform, including: Creation and maintenance of user accounts, Data management, Dashboards and reports, including ongoing development, Customer Contract Registers, applying updates as and when changes occur, Customer contract updates, Ensure registered users of the CRM system are aware of the corporate data input and reporting requirements and expectations, Creating and publishing dashboards and reports for use by CRM system users and the wider organisation including Director Bids & Business Development, Client Business Partner, Customer Account Directors and Executive Team. Responsible for the coordination and delivery of CRM support activities within the Directorate, ensuring all customer details are up to date and accurate, including, when applicable, handling complex or sensitive information. Providing both training and administrative user support to users of the CRM system; and formulating modifications to the system to accommodate planned adjustments in consultation with users. Support the population of CRM system with customer updates, contract information and pipeline opportunities when required. Supporting the Client Business Partner with the production of organisational Performance reports and metrics. Providing assistance with the preparation and maintenance of all CRM system and user documentation, including design documents; system build document, lessons and actions logs. Responsible for ensuring all documents and reports are prepared and delivered as specified and in line with agreed reporting schedules. Set up and lead CRM user meetings, involving stakeholders, suppliers and team members. Work with the CRM users to identify enhancements and improvements to the system; propose policies or service changes. Regularly participate in working groups by facilitating discussions, taking actions, identifying and proposing changes that enhance both the system and CRM processes. Supporting the Client Business Partner with assimilating and distilling information used for national returns e.g. BDU. Support contribution towards audits and reviews both internally and externally from a range of organisations e.g. ISO 9001. Support the Commercial Team in achieving its objectives. Work in a positive collaborative manner to support corporate MDT working.

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