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(Archived) CRM Delivery Manager

Last Updated: 09/8/22

Job Description

Supermums is an award-winning recruitment company with a difference. We specialise in placing skilled candidates in flexible roles within the Salesforce ecosystem. We work with an exciting and impressive range of companies to support their recruitment process. The following job position is working for one of our clients and we welcome you to contact us for more information and discuss further if you feel you have the skills and experience to apply. If you would like to discuss any other potential jobs we may have available at the moment, then please register with us at https://supermums.org/recruitment/apply-for-salesforce-roles/

Salary: Up to £52,000 per year

Location: Office based, some remote

Term: Permanent

Details

CRM Delivery Manager

We are looking for a Volunteer CRM Delivery Manager to join our client and deliver improvements to their Volunteer CRM (Salesforce), used to manage records about their 20,000 volunteers. Managing a team of 3, a budget of £450,000, and relationships with key suppliers you’ll plan and deliver releases that improve their user experience; make processes more efficient; improve data integrity and facilitate continuous improvement of outcomes based on high quality insight.

You’ll have a strong knowledge of cloud CRM platforms (e.g., Salesforce/Dynamics), agile methodology and previous experience managing a small team. Experience within the charity/not-for-profit sector is preferred but the knowledge of implementing operational CRM is the main thing we’re looking for.

  • Permanent role
  • £52,000 per annum plus benefits
  • Full time (35 hours) or Part time (28 hours minimum) with flexible working hours & practices
  • Hybrid working – Linked to their central office (Ewell, Surrey), with the choice to work from the office or from home to meet your needs
  • Passionate about flexible working, talk to us about your requirements

The CRM (Branch Management Tool)

Our client has 20,000 volunteers across 201 branches within the UK & Republic of Ireland. The (BMT) is a Salesforce CRM which staff and branch teams use to manage the recruitment and training of volunteers and manage information about current volunteers. The BMT was rolled out to branches in 2021 and helped them by streamlining and automating recruitment and training tasks which were previously done manually such as emailing potential volunteers a list of available interview slots. In a nutshell, the BMT made recruiting and training easier and quicker.

This role will embed the BMT further, developing and rolling out new features such as ‘edit my profile’, providing a reliable, shared volunteer record for all 20,000 volunteers, which is a foundation to improve compliance, processes, and overall better volunteer insight. Another key focus will be building new CRM features and processes that replace legacy applications and data stores. This will result in improving the way they gather insights, achieving greater diversity amongst their volunteers and improving how they use volunteer time and skills (key strategic objectives within their new organisational strategy).

The Team

The Digital team is fast-paced, friendly and applies an agile mindset to their work. The team utilises an iterative method and flexible approach to enable rapid delivery. They are unafraid to take risks, willing to learn from mistakes, and appreciates the importance of agile project delivery.

You’ll report to the Assistant Director for Digital Services and Change and lead a capable and experienced team of three: a Salesforce CRM Manager; Test Analyst and Project Officer. You’ll manage the development of an effective multi-disciplinary team (part in-house, part agency) by developing their practices and supporting continuous improvement of skills and capability.

Position in Organisation

  • Reports into: Assistant Director, Digital Services and Change
  • Line manages: Salesforce CRM Manager, Test Analyst, Project Officer

Main Purpose of Job

Deliver improvements to the Volunteer CRM (Salesforce) by planning and delivering releases that improve the experience for users; make processes more efficient and effective; increase resilience, compliance and data integrity; and facilitate continuous improvement of outcomes based on high quality insight.

Key Responsibilities

  • Manage and lead the development of an effective multi-disciplinary team (part in-house, part agency) by developing their practices and supporting continuous improvement of skills and capability.
  • Facilitate agile planning and delivery of releases and maintain delivery momentum by solving issues, unblocking problems and ensuring teams are working towards delivery commitments.
  • Analyse user needs and business processes to identify, scope and plan user stories and releases.
  • Provide expert advice based on deep understanding of technology and data best practice in order to inform decisions and priorities.
  • Manage budgets to support the development of the services. Manage relationships with key suppliers to ensure positive outcomes.
  • Manage effective regular communication with users and maintain good working relationships with key stakeholders
  • Provide overall lead ownership for the Volunteer CRM (Salesforce), intranet (Wagtail) and associated systems.

Skills, Knowledge and Experience

Essential skills, knowledge and experience

Agile working

Is aware of and understands agile methodology and how to apply an agile mindset to all aspects of their work. Has the ability to work in a fastpaced, evolving environment and utilises an iterative method and flexible approach to enable rapid delivery. Unafraid to take risks, willing to learn from mistakes, and appreciates the importance of agile project delivery for digital projects.

Customer Relationship Management (CRM) systems

Has in-depth knowledge of best practice in managing and developing customised cloud-based CRM software, processes and data. Able to provide expert advice on technical considerations including user management, security and permissions, customisations and configurations, integrations, data management, reporting and dashboards. Has experience with Salesforce or is able to quickly develop an in-depth understanding of it.

Business analysis

Knows how to analyse current services and processes, and can identify and implement opportunities to optimise these. Can use a wide range of techniques to model situations and processes confidently. Can evaluate and establish requirements using relevant techniques such as gap analysis.

Solution design

Understands how to use CRM and web technologies to meet user needs and business requirements. Makes informed recommendations based on need and value for money. Understands the variety and complexities of digital contexts and designs services to meet them..

Planning

Able to take a continuous approach to planning, forecasting, estimating, managing uncertainty, metrics and measurements, contingency planning and roadmapping. Able to communicate the plan, planning assumptions and progress to a range of stakeholders. Able to manage complex internal and external dependencies. Ensures teams plan appropriately for their own capacity.

Commercial management

Able to support effective budget management within the constraints of the project. Retains a continued awareness of the budget against actual cost incurred. Able to take responsibility for complex relationships with contracted suppliers. Able to identify appropriate contractual frameworks. Able to identify appropriate suppliers. Able to negotiate with contracted suppliers. Able to get good value out of contracts and suppliers.

Maintaining delivery momentum

Able to solve issues and unblock problems. Drives teams and sets the pace, ensuring teams are working towards delivery commitments. Able to manage risks and dependencies across teams, departments and the organisation as a whole. Able to optimise the delivery flow of teams. Able to actively address the most complicated risks, issues and dependencies including where ownership exists outside the team or no clear ownership exists. Able to identify innovative ways to unblock issues.

Communicating between the technical and non-technical

Able to communicate effectively across organisational and technical boundaries, understanding the context. Able to manage stakeholders’ expectations and facilitate discussions across high risk and complexity or under constrained timescales. Able to speak and represent digital teams to large audiences inside and outside of the organisation. Able to mediate and mend relationships, communicating with stakeholders at all levels.


Team dynamics and collaboration

Able to build successful delivery teams and understand team styles and how people work together. Able to maintain, influence and motivate a team. Ensures the health of the team and can facilitate conflict resolution and mediation. Able to create an open and collaborative environment to work in, be flexible, adaptable and have a willingness to learn. Can advise on the strategy for the whole organisation, joining up business needs with innovative analysis. Solves and unblocks issues between teams or departments at the highest level.

Social context

Understands the social context for our client’s services in the lives of volunteers and callers and within the third sector. Can lead a culture and ways of working which enables decisions that adhere to organization values, while challenging practices which should change. Can support product management strategies which balance competing organizational priorities.

Personal Attributes

  • Able to deal with people in a diplomatic and sensitive manner
  • Emotionally resilient and able to work with sensitive subject material
  • Empathises with our client’s values
  • Flexible approach to scope of work, able to pitch in and support the team when required
  • Willing and able to undertake occasional out of hours working when required.
  • Excellent interpersonal skills
  • Ability to communicate with other staff members, volunteers and external agencies
  • Flexible, adaptable, and positive attitude
  • Enthusiastic about working with volunteers

Employee Benefits

Our client offers some brilliant benefits including flexible working, family-friendly policies, and training to support your development. You'll have 28 days annual leave, plus bank holidays and we match your pension contribution up to 5%. You can claim money back via a Health Cash Plan and wellbeing options including a free subscription to Headspace, virtual yoga sessions and a PerkBox account.

Application

Our client is wholly committed to inclusion and diversity and to building a culture and environment where everyone is appreciated for the unique person they are. They warmly welcome applications from a diverse range of backgrounds and experiences. They are committed to making their recruitment processes accessible to everyone and are flexible in how they receive information. If you would like to apply via a different format or let us know how we can support you to be the best you can be, please contact the People team.

Company Details

Our mission is to accelerate the careers of women and other professionals in the Salesforce eco-system through providing training and employment support. Supermums empowers mums (dads and those who aren’t parents) to develop their career in the Salesforce ecosystem. No matter what you are into, this innovative sector has a place for you and you don’t need to be techie to understand it...