Name:
Job Title / Senior CRM Analyst (Band 15)
Reports to: / Head of IT Services
Direct reports: / No Direct Management Responsibility
Indirect reports: / No Indirect Management Responsibility
Working relationships: / Internal:
B&CE Staff
IT & Business Project Teams
IT Development Teams
IT Systems Support Teams
IT Service Teams
Information Systems Team
External:
IT Industry Bodies
IT Suppliers and Contractors
Information and Service Providers
Linked 3rd Party Organisations

Main Purpose:

To maintain, customise and promote the company’s MS Dynamics CRM system. To work closely with the Marketing and Sales departments, providing relevant expertise to produce and analyse marketing lists and campaigns using the Click Dimensions marketing tool. To create and maintain processes and workflows, ensuring they remain relevant and efficient.

To help maintain the Development environments such that they are available for testing using relevant data. To support future implementations of the CRM system, including upgrades and extensions. To ensure CRM integrates properly with other systems, primarily administered by the integration software “Scribe”.

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. This will include the creation of intuitive and informative dashboards. Provide 1st/2nd line support of the CRM system, troubleshooting CRM and related issues in an efficient and timely manner. 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 high level data accuracy, correct procedures and monitoring
  • Support the CRM Analyst(s) 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 for inclusion in the implementation programme

Job Holder Specification:

Formal Education / Educated to A-level (Technical qualification or Equivalent)
Experience: / MS Dynamics CRM experience obtained with a reseller or end user
Technical Experience: /
  • Advanced level of usage – MS Office
  • Extensive experience working with MS Dynamics CRM, either as an analyst, super user or similar
  • Experience with CRM Marketing functionality
  • Good knowledge of CRM workflows and processes
  • Experience with dashboards and advanced find functionality within CRM

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

Proven ability to: /
  • Understand requirements and develop solutions to fulfil those requirements
  • Be flexible and adapt to pressure to meet targets and deadlines

Desirable: /
  • Working knowledge of JavaScript
  • Experience of Scribe Insight
  • Experience working with Click Dimensions
  • Some knowledge of SQL
  • Experience working with Scribe Insight

Personal Qualities:

  • Intelligent, articulate and persuasive and able to present plans logically
  • Team player
  • Customer focused when dealing with a range of people
  • Able to understand, interpret and apply information
  • Ability to multi-task, prioritise and escalate accordingly
  • Self-motivated
  • Ability to represent the department and business internally and externally
  • Astute and co-operative

Job Holder Signature: ______

Line manager Signature: ______

Date: ______

Senior CRM Analyst