Job Description: CRM Project Manager
Reports to: Director of Databases and IT
Liaises with: Qualifications, Student Services, Membership, Finance, Business Development (Training and Advisory), Marketing
Main Duties and Responsibilities
Project Management
- Take full responsibility for managing the implementation of a new approach to IRM’s in-house Customer Relationship Management (CRM) system.
- Define the scope of the project through discovery, establishing schedules and key milestones.
- Collaborate with the teams listed above to develop a rollout strategy, ensuring the CRM is effectively utilized across the organization.
- Act as the key point of contact between IRM and its CRM supplier.
- Ensure the project is delivered on time and within budget.
- Introduce AI-driven process re-engineering across institute operations.
Business Processes
- Deploy AI and technology-driven workflows throughout the Institute to improve efficiency.
- Partner with departmental colleagues to design improved workflows for timely event setup on the CRM database and website.
- Develop robust analysis and reporting capabilities; modify management processes as required.
- Facilitate accurate data migration from multiple sources, ensuring data cleansing and merging aligns with CRM requirements.
- Ensure IRM maintains compliance with General Data Protection Regulation (GDPR).
- Establish secure procedures for third-party data migration.
- Oversee data migrations and system integrations using the CRM API.
Website Integration
- Manage the full implementation of the organization’s website, incorporating required customizations.
- Collaborate closely with web managers to design an enhanced transactional user experience.
Project Reporting
- Provide clear, precise project management updates to the Director of Databases and IT.
- Work closely with the Chief Operating Officer on business process redesign.
- Deliver detailed reports to the project board and IRM Board Project subcommittee, ensuring implementation phases proceed as planned.
- Coordinate training and draft documentation related to system configurations, workflows, and business processes.
- Lead internal CRM working group meetings and facilitate project discussions with relevant team members.
Person Specification
The ideal candidate will demonstrate the following:
Essential Skills and Experience
- Proven track record of successful CRM implementations in membership organizations offering education, qualifications, training, and advisory services.
- Strong project management expertise and organizational skills, with experience managing complex projects.
- Thorough knowledge of CRM platforms like Salesforce, HubSpot, and Microsoft Dynamics.
- Experience managing projects in Agile and Waterfall methodologies, particularly for CRM implementation and digital transformation initiatives.
- Proficiency in process automation, digital tools, emerging technologies, and AI, including automation workflows, interfacing, APIs, and data analytics.
- Ability to build strong working relationships across diverse departments and teams.
- Hands-on experience with tools like API Management Platforms, REST API, SOAP API, Bulk API, Tooling API, SQL, PowerApps, and Microsoft 365.
- Proven track record of collaboration with web developers to design and launch websites.
- Significant experience configuring and optimizing mid-sized CRM systems to support membership organizations offering education, qualifications, and training.
- Solid understanding of current data protection legislation, GDPR, and PCI compliance.
- Excellent written, verbal, and interpersonal communication skills, with the ability to deliver detailed reporting for complex projects.
- Ability to manage multiple priorities, adapt to new circumstances, and maintain high levels of accuracy.
Desirable Skills and Experience
- Interest or familiarity with the IRM’s work and mission.
- Exposure to technologies like SQL, PowerApps, Microsoft 365, and SharePoint.
Additional Information
This job description outlines the nature of the role and responsibilities but does not form part of the employment contract. It remains subject to change and development as the position evolves within the organization.
How to Apply
Click the ‘Apply’ button above to be redirected to our website, where you can upload your CV and complete the required screening questions