CRM Lead

CRM Lead

Salary - 60K dependent upon experience

The DDC Group has an amazing opportunity for a CRM Lead to join our growing global team. As a critical part of the Transformation Team reporting directly to the Planning & WFM Manager EMEA you will be responsible for producing and managing agent schedules as well as maintaining an efficient balance between internal operational activities and resource availability. You will be responsible for optimising the allocation of staff resources to meet Client requirements while ensuring shrinkage activities are planned and monitored throughout the day and liaising with Operations stakeholders to mitigate supply gaps or demand peaks.

This role is a permanent full-time position. This is a hybrid role where you will work from home but have the flexibility with the ability to travel as this role will require travel to sites across the UK with at times an overnight stay (travel costs will be paid for by DDC Group except when required to travel to our UK HQ in Worksop).

As the CRM Lead you will be responsible for developing innovative cost effective and credible operational solutions for clients across a wide range of Industry Sectors. These solutions will include development of omnichannel contact centre and back-office operations including digital transformation and best shoring options. You will design implement and optimise CRM systems to enhance business processes and improve customer interactions.

Key Responsibilities:

• Develop and execute CRM strategies to improve customer engagement retention and ensure alignment with company targets.
• Lead transition and transformation initiatives to enhance business processes operational efficiency and business objectives.
• Oversee customer data collection and analysis to inform business decisions and gain insights into customer behaviour and preferences.
• Ensure CRM system configuration maintenance and integration with other business applications and processes.
• Utilise digital technologies and AI for resource modelling operational optimisation and innovation.
• Lead and mentor a team of CRM specialists fostering a collaborative and growth-oriented environment.
• Align CRM efforts ensuring stakeholder needs are met.
• Collaborate with experts and partners to provide consulting services that address client challenges and drive success.
• Monitor and analyse CRM performance metrics to identify areas for improvement and enhance business strategies.
• Optimise business processes for efficiency and customer satisfaction.
• Implement and manage performance metrics such as balanced scorecards to improve organisational performance.
• Design and manage effective contact centre operations to ensure optimal performance and customer satisfaction.
• Develop architectural designs and oversee CRM deployment including system integrations customisations and best practices.
• Provide technical leadership and mentorship defining the current architecture state and planning future improvements.
• Ensure compliance with policies and procedures related to CRM systems.
• Maintain documentation of CRM architecture processes and configurations for transparency and improvement.
• Develop cost and price models to support business decisions and ensure profitability.

What do you need

• Strong knowledge of CRM platforms (e.g. Salesforce Microsoft Dynamics).
• Expertise in business process analysis project management and process optimisation (Prince 2 advantageous).

• Technical proficiency in integrating and optimizing technologies across the organisation.

• Creative solution development for omni-channel contact centre and back-office operations including digital transformation.

• Strategic organisational change transition and transformation covering onshore offshore and nearshore business opportunities.

• Excellent communication skills both written and verbal with the ability to engage clients and team members effectively.

• Strong analytical problem-solving and adaptive skills responding to evolving business needs and technology trends.

• Collaborative leadership fostering a team-oriented approach with a focus on growth and success.

• Extensive cross-industry experience (5-7 years) ideally including Public Sector.

• Background in business process outsourcing (BPO) and CRM solutions.

• Degree in Computer Science Information Technology or relevant work experience.

• Proficiency in CRM solution architecture systems integration and business process outsourcing.
• Skilled in Contact Centre Management CX Management Outsourcing and Service Delivery.
• Proven track record in business development sales and operational management (BPO/Contact Centres).

• Experience in client project and account management (Client B2B).

• Familiarity with outsourced service environments including omni-channel contact centres digital marketing and social media CRM.

• Competence in multi-stakeholder management commercial management and offshore contact centre/BPO delivery models.

• Strong contract project and third-party vendor management skills.

• Experience across multiple industry verticals including the Public Sector.

Key behaviours:

• Excellent communication skills both written and verbal with the ability to engage effectively with clients and team members.

• Strong analytical and problem-solving skills enabling effective decision-making.

• Adaptability to evolving business needs and technology trends ensuring agility in dynamic environments.

• Collaborative and team-oriented mindset fostering success through cooperation.

• Creative and proactive approach to business process improvement driving innovation.

• Willingness and ability to travel nationally and internationally as required.

We will give you:

• Starting on 28 days annual leave per year (inclusive of Bank Holidays) with more days earned for continued service.

• Death in Service - times (two of your salary (subject to criteria)

• Enrolment to a contributory pension scheme (starts after 3 months)

• Free Eye Care Receive Specsavers vouchers for eye tests and a contribution to glasses if needed for VDU use

• Employee Assistance Programme - provides highly confidential help and advice for legal financial and medical concerns. Plus access to the MyMindPal app

• Company Mental Health First Aiders

• Enhanced Family Leave Pay with service

• Access to a Health Cash Plan Scheme

• Free tea and coffee breakfast and sandwiches at head office.

• Free car parking and electric car charging point at head office.

About the company

The DDC Group is a renowned leader in data business process outsourcing and technology solutions providing clients across industries including banking and finance energy and utilities healthcare insurance shipping and logistics life sciences public sector and travel among others.

With 35 years of experience The DDC Group is committed to driving business outcomes through technology innovation efficiency and dedication to client success.

If this sounds like the right career move for you click apply to be ourCRM Lead.

If you have any questions please email or call.