Name: /
Job Title: / CRM Developer
Reports To: / Head of Corporate Systems
Direct Reports: / None
Working Relationships: / Internal:
CRM Team
Sales Managers
Communications Team
Implementation Team
Customer Service Team
Other B&CE staff
External:

Main Purpose:

To develop the CRM system using Microsoft and Third Party development tools enabling timely roll out of enhancements and improvements. To be responsible for the testing of new features prior to releasing those for user testing and to document and manage the testing plan. To maintain the MO and Development environments such that they are available for testing using relevant data. To support the further implementation of the CRM system through all sections of the company that are identified by the CRM manager in the CRM implementation plan.

Take a leading role in the customisation and continued development of the CRM system in order to meet business objectives and maintain data integrity. Produce accurate, timely and appropriate reporting based on user requests and through the identification of measures and controls that can aid the business in continuous improvement. Provide 1st/2nd line support of the CRM system. Support the CRM team in achieving their group targets.

Contribute to the achievement of the Customer Development Department’s overall objectives and apply, embed and record the Treating Customers Fairly (TCF) culture and principles within the entire area of responsibility.

Key Responsibilities:

·  Own the integrity of the CRM system through a high level of data accuracy, correct procedures and monitoring.

·  Support the CRM Analysts in their day to day duties providing coaching and mentoring where needed.

·  Provide customisation of the CRM system to aid business processes and information capture.

·  Analyse data to accurately produce reports for all areas of the business.

·  Provide technical assistance to CRM users across the business, conduct training when required and user support for existing staff on the CRM.

·  Develop training materials for new developments.

·  Willing to study and complete MS CRM exams.

·  Advanced troubleshooting skills enabling fast understanding an analysis of user issue resulting in a quick resolution.

·  Have a focus on continuous development in supporting the business, recognising areas for improvement and promoting these ideas to the CRM manager for inclusion in the implementation programme.

Job Holder Specification:

Formal Education: / Educated to Degree level or equivalent
Experience: / Development experience in MS Dynamics CRM obtained with a reseller or end user.
Technical Experience: / Advanced level of usage – MS Office.
Extensive experience of developing reporting solutions using SSRS.
Extensive experience of developing custom solutions in MS CRM through CRM and Visual Studio.
Essential:
/ Ability to recognise areas of improvement and implement change.
Ability to analyse reports and act upon the information to improve results.
Strong data analysis skills awareness of root cause analysis.
Good planning and organisation skills.
Excellent communication & interpersonal skills.
Ability to work under pressure.
Experience of training Microsoft Dynamics CRM users.
Some SQL knowledge.
Proven ability to: / Understand requirements and develop solutions to fulfil those requirements.
Be flexible and adapt to pressure to meet targets and deadlines.
Desirable: / Good working knowledge of JavaScript.
Extensive experience of SSRS.
Scribe Insight.
Extensive SQL knowledge.

Personal Qualities:

Ability to work independently.

Ability to work in a challenging environment without allowing frustration to impede final results

Capable of understanding complex issues.

Passion for excellence and for getting things right first time.

Good business understanding.

Numerate with a keen eye for detail.

Confident and calm under pressure.

Job Holder signature: ______

Line Manager Signature: ______

CRM Developer

January 2015