CRM Manager (Wine Jobs: Management & Administration)

  Miller Brands (UK) Limited

  Surrey, England

The CRM Manager is a key role within the Sales Team. The CRM Manager will be the primary point of contact for the Sales Team, Supply Chain & Draught Technical Services, Customer Marketing and Finance regarding our customer universe stored in CRM with integration into other applications that support these departments.  The CRM Manager will have accountability for working with agencies on the evolution of the IT & functionality elements of sales support tools including: Beer Report, ITOS (In Trade Opportunity Survey), building with beer and Sales Toolkit amongst others.

The CRM Manager will work with each function of the business providing timely and high quality reporting capability (inclusive of the use and ongoing development of Power BI) and analysis, proactively identifying opportunities, managing the CRM strategy constantly improving tools & processes, focusing on better execution and reducing complexity (simpler / better / faster). It also includes pro-actively gathering demand from the business and working with the MBUK IS team ensuring the correct development meets the business requirements across all functions.

Key accountabilities

Ownership of Ms Dynamics CRM 2011 Solution

§  Functional owner of CRM solution; improving performance and usability, managing user authorisations, training end-users, linking with IT, CPM  and external suppliers.

§  Ensure CRM is embedded in way of working within the organization to reduce administrative burden, reduce complexity and improve effectiveness of all business processes that have CRM touch points.

§  Take ownership of all master data with CRM. Ensuring each function knows their responsibilities and accountabilities to maintain data quality stored in the Ms Dynamics CRM 2011 solution while creating a data consistency within the organisation.

§  Determine an import process and take responsibility for all the data required to be imported into CRM.

§  Identify future business process for alignment within the organisation to improve how CRM is used and be responsible for the development and implementation of the new processes and procedures.

§  Prioritisation of Demand and Enhancements for all functions, ensuring the requirements are submitted on time and within budget.

§  Liaise with the business to produce the correct KPI information to feed into the business

§  Become the documentation owner for CRM & partnership with agencies to develop the ‘How To’s’, best practice, quick guides as well as Roles and Responsibilities and data ownership policies.

§  Oversee the correct training for Change Management and enhancements (Helping to make it stick) as well as updating the required documentation and facilitation of the required training sessions.

§  Implement a communication plan around CRM including process improvements, ways to work and temporary workarounds

§  Escalation of support tickets to IS team

§  User Acceptance Testing including Business Acceptance of Change and sign off from development to production

§  Maintain old data and identify what records need to be purged while identifying potential workflow opportunities to help keep data current.

Sales tools IT & functionality development & evolution

§  Functional owner of Beer Report, ITOS, Building with Beer, Beer Academy improving performance and usability, managing user authorisations, training end-users, linking with IT, CPM  and external suppliers where applicable.

§  Ensure sales tools are effectively embedded in ways of working within the organization to reduce administrative burden, reduce complexity and improve effectiveness of all business processes that have touch points with these tools.

Alignment with Sales, Supply Chain & DTS and Customer Marketing

§  Align with the strategy and objectives of the Sales, Supply Chain & DTS and Customer Marketing; constructively challenge on solutions needed to improve execution, reduce complexity, in order to win at the frontline.

§  Translated requirements into optimal solutions (Power BI reports, analysis, CRM, projects and processes) aligned with other tools and reports within organization, and continuously improve.

§  Remain knowledgeable of the key processes and business objectives to assist in accomplishing company goals

Reporting & Analysis

§  Coordinate and continuously improve processes around data gathering for reports. Identify and implement opportunities to reduce complexity and create standardised reporting which can be fed into the management and departmental packs

§  Timely and accurately delivering agreed monthly and weekly reports: e.g. Scorecards, Outlet universe, Visit reports, ITOS (through the Power BI application)

§  Analysis: Deep dives into the performance of Sales, to provide focus, enhance commercial decisiveness and analyse to minimize the administrative burden of the Sales force.

§  Provide data to Sales, Supply Chain & DTS and Customer Marketing, needed for quarterly and yearly planning meetings (outlet level related)

§  Analyse performance metrics and leverage it to effectively coach and develop the CRM users

Process Improvements & Projects

§  Leading for coordinating improvements to key processes; e.g. bonus settlement, approval process, reporting, SLA

§  Leading for coordinating improvements to key tools & systems;  CRM, IRI, Customer applications (e.g. Tesco), SAP

§  Responsible for managing projects / representing  cross-functional projects

§  Support for ongoing System integration with Draught Technical Service Provider

Other duties may be assigned.

Management / Leadership competencies required

·      Manages tasks, people and activities within project management framework to ensure quality delivery against agreed milestones

·      Has the ability to present views in a clear, concise and persuasive way, both verbally and in writing

·      Demonstrates an analytical approach to problem solving, understands basic consulting principles and can facilitate and coach individuals and teams to improve performance

Experience required

§  Extensive CRM experience, ideally within FMCG organisations

§  Experience managing a Microsoft Dynamics 2011 Solution & Power BI

Key attributes of the successful person

§  Excellent communication skills, and able to influence effectively across all levels

§  Strong commercial awareness with strong analytical skills

§  Highly organised and able to work within a highly pressured environment

§  Able to demonstrate a proven track record of delivery and management of CRM systems

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