Job summary
The role of Customer Relationship Operations Support is vital to ensuring we continue to have an understanding of our customers, the opportunities being developed and the insight of our market. Working closely with the Director - Bids & Development, Client Business Partner and Customer Account Directors you will be responsible for managing and administering the Customer Relationship Management (CRM) platform (based on SalesForce), being deployed by Arden&GEM, and the CRM processes of the Commercial Directorate, coordinating production of CRM dashboards and reports, supporting system usage, training of users of the bespoke CRM system and becoming the 'go-to' person for the CRM platform positively and quickly responding to requests for help.
You will also be responsible for providing additional CRM support across the many aspects of the Commercial Directorate. You will be expected to support the business and development agenda of Arden & GEM including, but not limited to, income generation projects. This requires flexibility to support the developing priorities across the Commercial Directorate.
Main duties of the job
1. Directly responsible for operation of the Arden&GEM CRM platform (based on SalesForce) which includes direct management of the system, planning & providing training &support to users, production of dashboards & reports, data entry & data management, promotion of system use & being an advocate for usage of the CRM system & underlying business processes. The planning & coordination of any system upgrades, including minimising & communication any potential disruption to users.
2. Promoting &d directly support the use of the CRM system across the Commercial directorate & wider organisation. Engaging with members of the teams to better understand the growth requirements of the system & develop &launch implementation.
3. Lead on the Customer Relationship support operations & administrative processes within the Commercial Directorate.
4. Manage &maintain the CRM platform, including: Creation & maintenance of user accounts,Data management,Dashboards &reports, including ongoing development,Customer Contract Registers, applying updates as &when changes occur,Customer contract updates.
About us
We are a multi award-winning organisation that has achieved the prestigious Investors in People Gold Award for 'We invest in people' and 'We invest in wellbeing' and are passionate about creating an inclusive workplace that promotes and values diversity. We believe that every team member should have the opportunity to contribute and share their ideas.
We reward the hard work and commitment of our people with the following benefits:
5. A competitive salary with annual pay reviews
6. A generous annual leave entitlement starting at 27 days
7. Membership of the NHS Pension Scheme
8. Flexible working and family friendly policies, including enhanced parental leave and pay
9. A wide range of in-house and external learning and development opportunities
10. Access to salary sacrifice and discount schemes
11. Access to employee assistance and occupational health services.
Job description
Job responsibilities
Customer Relationship Operations Support Duties
12. 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.
13. 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.
14. Lead on the Customer Relationship support operations and administrative processes within the Commercial Directorate.
15. 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,
16. Ensure registered users of the CRM system are aware of the corporate data input and reporting requirements and expectations,
17. 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.
18. 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.
19. 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.
20. Support the population of CRM system with customer updates, contract information and pipeline opportunities when required.
21. Supporting the Client Business Partner with the production of organisational Performance reports and metrics.
22. Providing assistance with the preparation and maintenance of all CRM system and user documentation, including design documents; system build document, lessons and actions logs.
23. Responsible for ensuring all documents and reports are prepared and delivered as specified and in line with agreed reporting schedules.
24. 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.
25. Regularly participate in working groups by facilitating discussions, taking actions, identifying and proposing changes that enhance both the system and CRM processes.
26. Supporting the Client Business Partner with assimilating and distilling information used for national returns BDU.
27. Support contribution towards audits and reviews both internally and externally from a range of organisations ISO 9001.
28. Support the Commercial Team in achieving its objectives.
29. Work in a positive collaborative manner to support corporate MDT working.
Person Specification
Education/ Training / Qualifications
Essential
30. Experience in a CRM or Sales Support role & knowledge of CRM or account management methodologies
31. Degree level qualification or equivalent
Desirable
32. Salesforce Certified Administrator
33. IT certification
Knowledge
Essential
34. Knowledge of CRM applications and processes
Desirable
35. Be familiar Account Management methodologies including CRM
Experience
Essential
36. Extensive experience of analysing information, preferably in the NHS, with evidence of success at producing reports/models/statistical analyses that met the clients' needs
37. Knowledge and experience of using CRM systems
38. Experience in the creation of CRM system or user documentation
39. Experience of developing system design and user documentation
40. Must be able to communicate with a wide range of staff within the NHS
41. Specialist knowledge of bid development and tendering processes, underpinned by theoretical training
Desirable
42. Customer Account Management or Business Development experience
Skills / Abilities
Essential
43. Proven ability to design and manage programmes of work preferably within Salesforce including the ability to act on own initiative in these areas
44. Expert understanding of the concepts and techniques of spreadsheets and relational databases