Hiring Activity: CRM Manager

Tender description

HM Land Registry is a successful, high-performing, innovative organisation. For more than 150 years HM Land Registry has protected and guaranteed people’s land and property rights by keeping and maintaining the Land Register for England and Wales. HMLR aims to become the world's leading land registry for speed, simplicity and an open approach to data. HM Land Registry (HMLR) are looking to appoint a permanent CRM Manager, reporting to HMLR's Head of Customer Policy & Service Performance. You will lead and be our subject matter expert on our CRM system, responsible for ensuring that the CRM system is aligned with and delivers on HMLR's strategic, operational and customer experience needs. You will be working collaboratively with other strategic and technical leads, ensuring a joined-up approach focused on delivery and a customer experience that is aligned with HMLR's Business and Customer Strategies. There will be line management and development of a small team and you will play a leading role in HMLR's transition to a new CRM platform (Microsoft Dynamics), working on configuration alongside our CRM partner and helping to manage this process to ensure a smooth roll-out. Job description You will be leading on the implementation of HMLR's strategy and approach on CRM, whilst continuing to drive the roll-out and adoption of CRM across all customer facing teams. You will be a lead decision maker in this process, making recommendations for innovations and enhancements, whilst encouraging and offering development and support to your team. The role is a high profile one, working with colleagues up to and including board-level, who will be relying on your expert advice and views. You will have a direct influence on the HMLR customer experience through the decisions you make and the influence you have. You will be required to make your own judgements which you will need to be ready to justify with evidence and data. Leading and developing a team will be central to this role. The CRM Team will be your eyes and ears in their respective areas of responsibility, and you will be responsible for supporting and developing them to do that and to achieve their full potential. Click on this link to read what it is like to be part of the HMLR team: HMLR Blog For more information about this exciting opportunity, please see the attached job description. Responsibilities To be successful in this position you will be able to demonstrate experience of working with or on a CRM system in a large organisation, working with CRM systems in development/and or configuration. You will have knowledge and experience of developing and implementing CRM strategy and be used to working with stakeholders at all levels, including director board members. The successful candidate will also be an accomplished leader, able to offer development and support to their team. Behaviours We'll assess you against these behaviours during the selection process: Changing and Improving Making Effective Decisions Communicating and Influencing Working Together Delivering at Pace Technical skills We'll assess you against these technical skills during the selection process: • Training or accreditation in managing a CRM system