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Job Title: CRM Software/Application Development - Senior Manager
Location: Hemel Hempstead
Full-time: Permanent (2 days / week at office)
Salary: £78,950.40 - £98,688.00
Position Summary: The Senior Manager will utilize ITIL methodology to ensure best practices in service management, while driving the optimization of CRM systems and user experience across various engagement platforms. In this role, the Senior Manager will manage a team of Product Leads and Solution Analysts to drive the maintenance, enhancement, and execution of our digital solution roadmaps.
Responsibilities:
1. Leadership & Team Management:
o Lead an international cross-functional team in the design, implementation, and management of digital customer solutions, ensuring alignment with overall business objectives.
o Manage and mentor a team of Product Leads and Solution Analysts, providing guidance, performance management, and career development.
o Foster a collaborative and high-performance culture within the team, encouraging innovation and continuous improvement.
o Develop and execute a strategic roadmap for digital customer engagement, leveraging emerging technologies and best practices.
2. Product Roadmap & Strategy:
o Oversee the prioritization of product enhancements, new features, and ongoing maintenance activities.
o Ensure that the product roadmap is communicated effectively to stakeholders and aligned with organizational priorities.
3. Product Development & Enhancement:
o Oversee the design, development, and deployment of Digital solutions (Salesforce platform) that meet business requirements and user expectations.
o Streamline processes and improve the quality-of-service delivery by following ITIL methodologies.
o Ensure continuous improvement initiatives are in place to enhance service effectiveness and efficiency.
o Collaborate with architects, developers, and external partners to ensure technical feasibility and high-quality delivery.
o Collaborate with UX designers and researchers to conduct user testing and feedback sessions, implementing a continuous loop of improvement.
4. Stakeholder Engagement & Communication Responsibilities:
o Act as a primary point of contact for key stakeholders, communicating progress, risks, and issues related to the Digital customer solutions.
o Facilitate cross-functional collaboration, ensuring alignment between business needs and technical solutions.
o Develop and maintain comprehensive product roadmaps that outline the strategic vision, development timelines, and key milestones for digital customer solutions.
o Draft and distribute detailed release notes for new features and improvements.
o Create and communicate product strategies that align with the organization's goals.
5. Performance, Continuous Improvement & Innovation:
o Establish KPIs and metrics to assess the success of digital customer solutions and drive data-informed decision making.
o Prepare regular reports and updates on project status, successes, and areas for improvement.
o Stay updated with Salesforce platform updates, industry trends, and emerging technologies.
o Encourage and drive innovation within the team.
Qualifications:
Technical competencies:
* Leadership & Team Building: Strong team leadership skills with experience managing and developing high-performing teams.
* Methodology: Proven experience applying ITIL methodology in a professional setting, with certifications preferred (ITIL Foundation/Intermediate).
* Analytical Skills: Strong problem-solving skills, with the ability to analyse complex situations and propose effective solutions.
* Communication Skills: Exceptional verbal and written communication skills.
People-First Culture: At Martin Brower, our employees are our greatest asset. We prioritize creating a supportive and inclusive environment.
Opportunities for Growth: We're committed to your long-term success with clear paths for career advancement.
Culture of Continuous Improvement: We believe in the power of continuous improvement.
Apply Today: Take the next step in your career and join us in making a difference.
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