CRM Manager

Job description

About Us

The FT has an uncompromising mission: delivering independent, quality information, news and services to individuals and companies around the globe. It's the cornerstone of our reputation and the heart of our ambitions for the future. But for our people, the FT offers so much more than what we do. FT people come from all kinds of backgrounds, work across a huge range of disciplines and locations, and find an empowering, warm and welcoming culture that values curiosity and rewards smart, ambitious thinking. Those who are willing to unite around our mission and live our values will find plenty to challenge, inspire and interest them. Like the audiences we serve, no two FT people are the same; but together we help our audience be better informed and understand the world around them. It's a job that's never mattered more and a career that can take you anywhere you want to go.

Our commitment to diversity and inclusion in the workplace

At the FT, we give all employees a voice so that diverse perspectives are heard and valued. We believe that a supportive workplace is one where employees feel they can be themselves at work. We'll continue to remove barriers for all, and in particular barriers facing employees from underrepresented groups

Purpose for the role

This key position within the FT advertising operations team, reporting to the Commercial Operations Director is crucial for maintaining our Salesforce CRM platform to enhance our customer relationships and marketing operations optimising efforts to maximise ROI and customer satisfaction. We see this role as an integral part of developing our CRM journey, supporting us from the early stages where we are presently, to being a fully integrated platform within our business. You will be proactive in providing real time reporting so we can make informed decisions and drive improvements to marketing, business development and client management activities and processes.

A key part of the role will be understanding the business needs of teams and ensuring our CRM platform is well configured to meet those needs whilst ensuring adoption across teams.

You will be instrumental in promoting the use of the CRM system with internal stakeholders. Supporting the business to use CRM will be a key part of this role to ensure it is integrated into our day to day operations and is the source of truth for prospect and client data. You will also support CRM projects and ongoing development of our CRM strategy, this may include data and process improvement projects, system integration projects or third party systems to enhance our CRM capabilities.

Main duties and responsibilities

• Ensure our CRM platform is configured in such a way that it delivers measurable benefits to our sales and operations teams
• Maintain a roadmap of planned improvements that is integrated with our main programme of work
• Manage prioritisation trade offs to ensure the focus is on our highest priority areas
• Provide the support needed to ensure that data within our CRM Platform is of the highest possible accuracy and can be relied upon for reporting and decisions
• Report to the business on the capabilities delivered and the resulting business benefits
• Be an expert when it comes to understanding our CRM / Marketing automation platforms and how they can be configured to aid our business objectives
• Assist executive management through the provision of dashboards that help us understand our performance
• Provide regular updates on progress and any issues to key stakeholders
• Act as a consultant to key Sales/Marketing stakeholders, share feedback and maximise value
• Collaborate with marketing teams to plan and execute CRM-focused campaigns
• Assist with change management and adoption. Be prepared to politely challenge ways of working that are not following agreed protocols that may impact on the integrity of CRM data
• Assist and support users on CRM tools and best practices, ensuring they can effectively use the CRM for their tasks
• Work alongside those who are focused on workflow improvements ensuring seamless integrations and aligned roadmaps
• Monitor Key Performance Indicators (KPIs) related to customer engagement, conversion rates, and campaign ROI, and make data-driven recommendations for improvement
• Supporting departmental use of Salesforce for CRM
• Carefully monitor existing CRM workflows to ensure all is working as expected
• Talk to teams to understand their experience - and create a feedback loop to help us create a roadmap
• Seek out ways to provide efficiency gains that help the business to scale and grow revenues
• Share knowledge across the team evangelising the capabilities of CRM and ensuring all teams understand how best they can work alongside the CRM programme
• Help onboard data that assists our understanding of business performance or that helps to manage responses to clients.

Skills

• Experienced user configuring a leading CRM system, ideally Salesforce and related software such as Pardot. With a good understanding of how effective use of a CRM system can support business growth.
• Attention to detail, with an ability to work with large amounts of records, identifying issues and resolutions to manage the data integrity
• Confidence in CRM Data required and the ability to proactively manage multiple key stakeholders
• Well organised and effective time management skills to prioritise and manage multiple tasks at once to meet tight deadlines. Project management experience would be advantageous.
• Strong business analysis, analytical and problem-solving skills to identify areas for CRM improvement and optimise using the features and capabilities of the platform.
• Excellent interpersonal and communication skills with the ability to work closely and effectively with a diverse group of people and to establish and maintain effective and productive working relationships
• Attention to detail with an ability to work with large amounts of data, identifying issues and resolutions to manage the data integrity
• Willingness to stay updated with the latest trends and best practices in CRM and/or Salesforce and share ideas
• A high level understanding of data regulation such as GDPR

Key interactions

• Sales Managers
• Marketing Managers
• Delivery / Operations Team

What's in it for you? Our Benefits

Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career. Examples of our benefits include; generous annual leave allowances, flexible working (including working from home), medical cover, enhanced maternity & paternity packages, subsidised gym memberships and Giving Back opportunities. Full details of our benefits can be found here .

Further Information

The FT is committed to providing an inclusive working environment for all. We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We have implemented a hybrid working model and we also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated. Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements, or have any questions, [email protected] and a member of our team will be happy to help.

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