CRM Implementation Specialist

Tender description

Who Speclialist Work With The specialist will primarily support the Customer Services Director Senior Responsible Owner (SRO) to ensure that the CRM project delivers its business objectives and benefits. The CRM Implementation will be across 3 separate phases and touch on most aspects of the council interaction with customers. What Specialists Work On The CRM Project will be delivered across the Council and will include process design through to implementation, testing and training, transition to Go Live and hand back to BAU. The CRM Project Manager will be responsible for the end to end delivery of the CRM application in terms of time, cost, quality and benefits. The CRM Project Manager must be able to develop relationships with all key stakeholders including the SRO and keep them abreast of progress on a regular basis to ensure delivery to the Customer Target Operating Model (TOM). Where the Work Takes Place Tower Hamlets Council Town Hall Mulberry Place 5 Clove Crescent E14 2BG Early Market Engagement Working Arrangements Monday to Friday, 35 working hours Work Location Tower Hamlets Council Town Hall Mulberry Place 5 Clove Crescent E14 2BG Security Clearance Additional T&Cs This role is outside of IR35 Skills & Experience • Extensive experience in leading CRM project delivery within complex organisations • Significant experience of managing complex data and CRM projects • System integration/interface delivery experience • An in depth understanding of all aspects of CRM and CRM delivery • Expert in multiple project and programme management approaches / methodologies including Waterfall, Agile and Theory of Change. • Extensive knowledge of a range of quality, performance and project management tools and techniques eg estimation, planning and benefit mapping. • Extensive knowledge of business analysis and requirements gathering using a range of quality business analysis tools and methodologies. • Demonstrable experience of initiating and leading complex CRM projects with significant change management elements within a large, political, organisation. • Recognised formal practitioner qualifications in project and programme management or similar by experience (e.g. MSP, APM, Agile PM, DSDM PRINCE2, certified change management or equivalent). • Extensive experience of dealing with managers and staff at all levels and across organisational boundaries; building relationships in order to achieve agreed objectives. • Advanced IT skills in relation to Word, PowerPoint, Excel, MS Project, Visio or other project tools Nice to Haves • Demonstrate a high degree of self-motivation, resourcefulness and flexibility with a pro-active approach to problem solving. • Proven ability to motivate others and take teams ‘with them’ on a change journey • Able to lead a matrix managed team and provide support and constructive challenge to senior colleagues. • Proven ability of bringing creative solutions to problems • Experience of working in a politically sensitive environment. • Able to present complex issues clearly and concisely, both orally and in writing, and to develop appropriate promotional material. • Has excellent presentation skills and is able to express self clearly, develop powerful arguments and communicate effectively to a wide range of audiences No. of Specialists to Evaluate 5 Cultural Fit Criteria • Be transparent and collaborative when making decisions. • Take responsibility for their work and measure progress by what you deliver. • Share knowledge and experience with other team members. • Get a working product in the hands of users early and often Assessment Method Evaluation Weighting Technical competence 60% Cultural fit 10% Price 30% Questions from Suppliers No questions have been answered yet Budget range 2 year fixed term total value £120k