CRM System Manager - Technology - South East

This is a critical role which will focus on three core areas of the delivery, optimisation and development of the Company's CRM System, Hive. The role involves working across all levels of the organisation, up to and including Executive Team engagement, where the CEO is the primary sponsor of the CRM system. The role will include stakeholder management and colleague engagement across multiple national service lines and regional offices, as well as building constructive and productive relationships with third party suppliers and internal "group" departments and functions. This role will suit an ambitious individual who enjoys working in a fast-paced, entrepreneurial environment, who has qualitative experience of CRM system management and development and who holds a passion for improving data analytics and insights, data management and data quality within organisations. Broadly, the role will focus on: 1. System Management

• Oversee and manage the client data held within the Company's CRM System (Hive). Development of data protocols and programs for data improvement and implementing these across the system. Promoting the use of the CRM System across the organisation through active communication, user engagement and training and information.
2. Client Strategy Development
• Using the system and the data set to oversee the Company's interactions with clients, improve client insights and develop the value of those insights into meaningful commercial actions and outputs. Creating strategies to manage and engage clients, improve business relationships and drive business growth. Development of segmentation models within the CRM System to effectively and accurately categorise clients based on multiple factors.
3. Data Management and Insight Provision
• Providing regular, targeted and ad hoc data and insights from the CRM system that identify commercial performance and/or opportunities, as required by relevant stakeholders across the organisation. Ensuring data protection (GDPR), compliance and audit and system integrity is actively managed and maintained at all times, through the application of system protocols, checks, corrective actions, and training and information, as required.
4. System Improvements and Collaboration
• Working with the business to continuously improve the performance, insights and value of the CRM System, delivering high quality training and guidance as well as administration support, as required.
Key Stakeholders 1. CEO and Executive Leadership Team 2. Technology Team 3. Business Development and Marketing Team 4. Client Services Executive Director and Team 5. National Service Line leaders and leadership teams 6. Regional Leaders and leadership teams 7. Group Function teams 8. Wider colleague base


• High degree of data capability, including input and consistency, reporting and visualisation
• Ability to think about data - and specifically client data - strategically, identifying trends, themes, insights and opportunities that can be translated into workable and commercial actions and outputs.
• Strong leadership and influencing skills that can be applied to enthuse and motivate employees on the benefits of using and engaging with CRM systems
• Methodical outlook with the ability to listen to others' needs, resolving problems as they arise
• Ability to communicate clearly and to deliver training tailored to the needs of the individual
• Highly organised with good time-management skills
• Understanding of data privacy and data protection legislation and the application of these principles to CRM System data and protocols.
• Excellent all round IT skills, including experience of working with web-based databases
• Evidence of project management skills - An understanding of standard project methodology (Prince2/Agile) would be advantageous
Experience
• Demonstrable experience of working within a CRM systems environment
• Experience of bespoke, customised and off-the-shelf CRM systems set-up and administration for a medium or large organisation.
• Experience using the Agency Pilot CRM tool would be a distinct advantage
• Experience of working in a b2b environment, preferably with a professional services focus. Commercial property industry experience would be ideal
• Experienced in dealing with a large number of stakeholders - both internal and external, at varying levels of seniority, many with competing aims. Managing relationships and influencing the successful progress of projects towards agreed objectives and outcomes.
• Experience of drafting training guides and manuals
• Experience of working with data and preparation of management information reports
• Experience of producing data-driven opportunities and delivery through third parties
• Experience of working across multiple marketing tools and digital platforms, and able to adapt and learn new tools quickly
Characteristics
• A love of data and data translation
• Strong commercial understanding and interest
• Approachable and professional style that can generate positive results
• Passionate about what you do
• Assertive and focussed on execution to make things happen
• Creative and able to think outside the box to generate outputs that go beyond the obvious.
• Attention to detail
• Extremely tenacious and a "completer finisher"
• Obsessive about data compliance, privacy and protection.
• A keen interest in commercial property, or knowledge of the sector. Familiarity with property industry terminology and a broad appreciation of property technology systems
  
  Lambert Smith Hampton is a leading and progressive commercial real estate consultancy with a network of offices across the UK and Ireland. As a business we work with investors, developers and occupiers in both the public and private sector.