CRM Senior Project Manager
In November 2016 the British Council launched a 3-year CRM programme to: deliver a professional set of tools to help and support British Council staff in their daily work in managing, recording and tracking relationships and interactions with customers; further professionalise and standardise how we work with customers; improve how we manage customer data; and to enable the development of business insights from this data to achieve increased customer satisfaction and loyalty, increased sales, and reduced operational costs.
The current CRM programme ends in October 2019, and CRM will then move into ‘continuous development’ through the establishment of a permanent CRM team, whose work will be supplemented by additional projects – as and when required by lines of business. Taken together this will be a new CRM ‘programme of work’.
This is an exciting opportunity to lead the operational planning, management and delivery of significant strands of this programme of work.
Reporting to the Head of CRM, responsibilities will include the following:
- Lead a major workstream for the CRM programme of work, ensuring that associated delivery teams are managed effectively to achieve required benefits and outcomes to time, budget and quality. This is likely to focus on ‘Business to Business’, but may also include some ‘Business to consumer’ work.
- Establish the delivery plan for the workstream, focusing on the effective coordination of related work streams, ensuring they achieve the required business outcomes (i.e. quality, margin, timeliness, impact).
- Provide high quality and timely expert advice to internal clients to enable the development of new initiatives through Business Case development to delivery, contribute to successful business improvement planning and programme/project refresh to ensure existing commitments are delivered efficiently and effectively.
- Work with the Head of CRM, Training Manager and Business Analyst to ensure that the project plan covers the necessary ‘soft scope’ to deliver real substantive change, with particular attention to cultural change, embedding change through training and communications and ensuring arrangements are in place to transition to new ways of working, including the implementation of new business processes.
- Ensure the timely and accurate collation of management information, evaluation and major project reporting, to enable more effective and robust operational planning and decision-making.
This role can be based in the Belfast office. Closing date and time: Sunday, September 15 23.59. Find out more and apply