Job Description

About the Role

This role is responsible for managing the people, processes, and governance required to maintain the quality, accuracy, and integrity of contact data within IGD's CRM system, and enable the successful execution of targeted marketing activity





You will have proven technical capability with Microsoft Dynamics 365 and Customer Insights, and will work cross functionally with colleagues in Legal, IT and Marketing to ensure full compliance with GDPR, data security, and data management policies, and to generate targeted campaign files.





You will manage a team of CRM executives overseeing data quality and cleansing processes, CRM training, and will collaborate with the Technology team to resolve technical issues and drive automation of key business processes.

CRM Data Management

Process Ownership:

own and maintain documentation for contact and client CRM business processes, identifying opportunities for automation and recommending improvements to increase efficiency and accuracy

Governance & Compliance:

ensure compliance with IGD data management policy, GDPR and PECR legislation; including auditing, regular updates, and data cleansing, to maintain data integrity and compliance

Data Cleansing:

lead and manage the ongoing data cleansing programme to maintain the integrity and relevance of CRM data

Data Accuracy & Consistency:

monitor data quality across systems, ensuring consistent and accurate entry, and coordinate remedial actions when discrepancies are identified

Technical Collaboration:

partner with Technology teams to resolve system issues, including duplicate records, data syncing, and customer access challenges

Automation & Operational Efficiency:

proactively identify and implement process improvements by collaborating with key stakeholders to streamline workflows and eliminate inefficiencies

Targeted Marketing Campaigns

Campaign Brief:

Own the campaign brief to ensure relevant information is captured for campaign data selections

Data selections:

Create data selections and mailing files for Marketing team, work with Data team to create segments in MS Customer Insights for recurring targeting and automated mailing programs

Compliance:

Ensure all marketing and customer engagement activities fully comply with data protection laws and best practices.

Training and Stakeholder Engagement

Onboarding & Training:

manage induction training for all new employees to CRM, raising awareness of CRM's purpose, functionality, and value. Work with internal stakeholders to devise and deliver refresher training tailored to business function

Internal Enquiries:

log, assess and respond to internal enquiries efficiently, setting clear expectations and delivering excellent internal customer service

Sales Enablement:

track job changes of key subscription users using LinkedIn and alert the sales team to potential leads for upselling or new business opportunities

Team Management

Workplan & Resource Management:

manage the CRM team's workplan, anticipating campaign and project demands and addressing potential bottlenecks. Cascade strategic priorities and align team work accordingly

Quality Assurance:

ensure all team outputs meet established quality standards, maintaining consistency and accuracy across all work

Performance:

define and monitor individual and team objectives aligned with overall business goals. Conduct quarterly touchpoints and annual performance appraisals to provide feedback, recognise achievements, and identify areas for growth

Training & Development:

assess skills and capabilities, creating tailored training plans to support continuous professional development. Provide ongoing coaching and mentoring to support team members' growth, confidence, and success

Knowledge

CRM Expertise:

in-depth knowledge of Microsoft Dynamics 365 and Customer Insights, including data structure, user functionality, and operational processes

Data Protection:

solid understanding of data protection regulations and best practices for handling customer data responsibly and compliantly

IGD Products & Services:

broad understanding of IGD's full portfolio, including products, services, and customer engagement strategies

Software Proficiency:

proficient in Microsoft Outlook, Word, Excel, and Dotdigital, with practical experience in using these tools to support CRM and marketing activities

Skills

Excellent Communication:

strong verbal and written communication skills, with the ability to engage effectively across all levels of the business

Project Management:

proven ability to manage multiple projects simultaneously. Able to set deadlines and drive progress, ensuring all activities are delivered on time and to a high standard

Attention to Detail:

highly meticulous with a strong focus on accuracy, consistency, and maintaining high-quality standards

Training & Coaching:

confident in delivering both one-to-one and group training sessions, with a coaching style that supports knowledge transfer and capability building

Team Leadership:

able to determine strategic priorities in collaboration with the team and drive the workplan, with transparent progress reporting. Cascades relevant communication effectively, sets objectives and motivates the CRM team to achieve their goals effectively

The rewards

We offer a range of benefits, including a market leading pension, a bonus scheme, the ability to buy and sell annual leave plus a generous medical insurance package. You will have a great work-life balance, where you are empowered & trusted to manage your time.

The location

We are operating a hybrid approach to working with a mix of home and office-based working. We are based in a very accessible location within the M25, just 20 miles from central London.

Our behaviours

We're hungry for better



We solve it together



We make it happen



We say what needs to be said

More about our people

We're looking for inspiring professionals; talented people who seek personal and career growth and are ambitious to develop their potential and unlock opportunities for society, for our clients and themselves.



We seek and attract the very best people and create an environment that supports and includes them. We aim to encourage a culture where people can be themselves and be valued for their contribution. We welcome applications from diverse candidates. Please discuss any adjustments that you may require throughout the selection and assessment process.

More about IGD

We are a strategic insight foresight and learning organisation. Here to unite the industry and benefit society. We invest all our profit into Social Impact.



We foster collaboration through a broad range of forums, bringing together businesses, policymakers, and thought leaders. By providing evidence-based insights, credible research, and strategic foresight, we help organisations make informed decisions that benefit their operations and contribute to the collective good of society.