CRM Product Manager

£50,189 to £59,046 with 3% flex fund after 3 months plus comprehensive benefit

We are currently recruiting for a business lead and champion for customer relationship management (CRM) strategy. You will work closely with Product Owners to identify and analyse opportunities for improvement, creating demand for the CRM product backlog. Verifies business requirements and acts as the Voice of the Customer with colleagues across Technology & Change in the implementation of agreed solutions.

You will advise on the adoption and impact of improvements, including principles, practices and standards. Deliver data and technology advice, tools and support to colleagues, helping to identify capability needs, and improve data and technology benefit realisation.

Key Accountabilities:

• Create and implement a CRM strategy, process, data and technology in collaboration with colleagues across the organisation.
• Act as Voice of the Customer across all teams, in particular with Product Owners and other colleagues in Technology & Change.
• Lead relationship management with stakeholders to ensure effective engagement with CRM plans, from obtaining buy-in to proactive reviews of operational performance, risks and opportunities, and benefit management.
• Responsible for defining and regularly reviewing customer requirements, working collaboratively to implement agreed changes.
• Assess and review business requirements and organisational objectives to ensure CRM-related people, processes, data and technology are effective.
• Conduct and monitor CRM-related capabilities, identifying current maturity, promoting improvement opportunities, and working with stakeholders to increase maturity.
• Support the development of strategically important business projects, including customer segmentation, retention and recruitment.
• Create data visualisations, including dashboards and reports, to increase awareness of customer relationship management activities and impact, including customer engagement impact and product/service adoption performance.
• Work with colleagues in Information Management and Futures & Insight to ensure data governance principles, practices and standards are established and monitored.
• Act as the lead CRM super user, overseeing and supporting a group of super users from across the directorate, including promotion of learning opportunities and capability assessments. Liaise with Talent & Capability and the Technology & Change Learning & Adoption Lead to coordinate and enhance identified learning opportunities and capabilities.

Knowledge, skills and experience

Essential:

• Substantial experience in customer relationship development and management methods and tools
• Substantial experience of leading product lifecycles, including creating strategies, visions, principles, practices and standards
• Experience in assessing and improving customer-related people, process, data and technology elements
• Experience of selling the benefits of improvements to stakeholders
• Experience of improving processes and delivering services to support the successful implementation of business requirements and strategies.
• Experience of customer relationship management technologies, ideally Microsoft Dynamics 365 CRM

Desirable:

• Experience of analytic applications, e.g. Power BI
• Experience of working in, or an understanding of the workings of, a membership organisation
• Knowledge of the composition and workings of the legal profession

If you feel you have the skills and experience needed for this role; please do apply now.