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Systems Lead (CRM)
About this role
Role: Systems Lead (CRM) to drive the configuration, optimisation, and adoption of the CRM platform across Customer Sales and Service operations. You will act as the organisation's CRM Subject Matter Expert, ensuring data integrity, smooth workflows, and the use of AI-enabled capabilities, while collaborating with Operations, Data & Analytics, Governance & Compliance, and Digital/IT. The role suits someone with strong CRM technical skills and a customer-focused mindset for continuous improvement.
What you would do
- Act as the CRM Subject Matter Expert and lead the effective use and continuous improvement of the CRM platform.
- Maintain system stability and performance; manage configuration changes; troubleshoot issues; conduct quality assurance; monitor platform effectiveness.
- Oversee configuration of workflows, fields, dashboards, automation, and integrations; work with cross-functional teams to implement enhancements.
- Promote user adoption by providing guidance and best practices, and develop documentation and standard operating procedures to ensure consistent data capture and usage.
- Identify automation opportunities and leverage AI-enabled capabilities to improve processes and customer experience; translate requirements into CRM solutions and support testing and rollout.
- Manage the CRM change and New Business Request pipeline, providing status updates and ensuring governance-compliant delivery.
What they are asking for
- Significant experience with CRM systems including configuration and troubleshooting; English language proficiency (written and verbal).
- Experience implementing CRM automation and AI-enabled capabilities.
- Experience with system integrations and monitoring integration performance across multiple business systems.
- Strong understanding of customer service and sales workflows.
- Experience creating CRM documentation and supporting system testing and rollouts; ability to analyse data and system behaviour; strong communication and stakeholder management.
- Understanding of data governance and compliance; ability to work with cross-functional teams.
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