CRM Officer

An Institute in London are seeking a CRM Officer to lead the management of their ticketing system, support colleagues with training, undertake internal fixes and to liaise with their external technical team. This role is pivotal in managing and improving their CRM systems and processes, building good internal and external relationships and highlighting developments and improvements to improve internal ways of working.

Key Responsibilities:

CRM Management & Data Integrity:

• Management of the CRM ticketing system. Reviewing requests and triaging them, undertaking non-technical internal fixes
• Working with external technical suppliers to manage technical tickets, deadlines and any issues
• Manage the integrity of data within the CRM, undertaking regular data reviews, de-duplications and cleansing processes
• Manage permissions
• Training of new starters and existing staff, undertaking 1-2-1 training and group sessions
• Develop and generate reports, dashboards, and visualisations to track key performance indicators (KPIs) and business metrics.
• To develop and run robust testing regimes to ensure automated processes are fit for purpose and meet business needs
• Being the first point of contact for staff and external suppliers

Process Improvement & Automation:

• Analyse inefficiencies in current business workflows and identify CRM optimisation opportunities.
• Develop process maps, streamline workflows, manage user permissions, and implement automation to enhance overall operational efficiency.
• Development of CRM policies to ensure consistency and compliance.
• Maintain system performance, addressing inefficiencies whilst aligning CRM governance with organisational goals.

Experience Required

• Knowledge of data management, system integration, automation processes (Databases, Power Apps) and AI technology.
• Advanced Excel skills and familiarity with other business systems ( LMS, CMS, etc.)
• SQL expertise
• Understanding of GDPR compliance and data governance
• Experience of working with Dynamics 365 CRM and having an understanding of the back-end design
• Strong analytical and problem-solving skills for driving impactful solutions
• Having the ability to foresee system improvements that will benefit ways of working
• Management of a ticketing system
• Delivery of CRM training to staff and development of training guides