Job Description

In this role you will take charge of the strategic and operational direction of our CRM platform, enhancing its usability for the entire team while driving revenue, margins, growth, market share, productivity, and customer satisfaction. Maintaining the integrity of the CRM system architecture to align with global standards and industry-leading practices, facilitating seamless integration across the organisation while proficiently capturing crucial data throughout the entire customer and product lifecycle.

Leadership & Strategy

Take charge of the CRM platform and team, while nurturing a culture of high performance. Craft and implement innovative CRM strategies that boost customer retention and elevate loyalty. Partner with business leaders to streamline processes by leveraging CRM functionalities. Facilitate ongoing performance evaluations and champion individual development plans.

System Management & Integration

Manage the health and architecture of our CRM platform to ensure optimal performance. Enhance the integration between Salesforce and other systems, like IFS, to streamline processes. Ensure that our CRM system effectively supports all departments, including Sales, Marketing, and Customer Service.

Data & Reporting

Oversee the integrity and organisation of CRM data, ensuring effective segmentation and insightful reporting. Provide valuable insights by leveraging analytics and data mining techniques. Keep track of customer lifetime value and develop strategies that enhance profitability

Customer Experience

Map Salesforce processes alongside customer journeys to uncover new opportunities. Manage direct communications through CRM while transitioning to more cost-effective channels, such as SMS and email. Create and execute testing strategies aimed at enhancing CRM performance.

Training & Support

Provide users with thorough training and ongoing support to ensure their success. Address system-related challenges swiftly, demonstrating a sense of urgency and accountability. Champion a culture of continuous innovation and embrace opportunities for process enhancement.

Requirements

Experience

At least 3 years of experience in Salesforce Administration Background working in a variety of CRM roles, high-traffic environments Proficient in delivering insightful reports and analytics from CRM data Skilled in managing and processing extensive datasets Familiarity with both Sales and Service Cloud platforms

Skills

Meticulous attention to detail and a sharp analytical mindset Exceptional communication and interpersonal abilities Collaborative team player with a proactive approach to delivery Innovative problem-solver with a strong sense of ownership Skilled at multitasking while keeping the customer at the forefront

Benefits

25 days holiday plus bank holidays Holiday purchase scheme available Pension - Salary exchange Scheme Life Assurance My Culligan benefits -Discount platform Culligan Product discounts Employee Assistance programme Ongoing Training and Development * Enhanced maternity, paternity, and grandparent leave