Milton Park Jobs - achilles

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CRM Co-ordinator

Job Title: 

 CRM Co-ordinator

Location:                        

30 Park Gate, Milton Park, Abingdon, Oxon OX14 4SH   

Reporting to:

 Business Systems Manager

Purpose of job:

 To support the development, implementation and long term strategy for Achilles Back Office products and services

Rob level:

 Level 3a

Core Competency:

 Level 2

Background:

This role has responsibility for supporting and implementing Back-office systems across the Achilles Group, as well as support in developing the long term Back-office business strategy for both supplier and buyer side. This includes, but is not limited to, MS CRM (and other internal customer management systems), finance and other back-office systems as deemed appropriate. The aim of these initiatives is to improve the operations and efficiencies of the system across the company. 

Key Responsibilities: 

The key responsibilities of this post are:

  1. Provide a support role for CRM (buyer side) to all business units across the Group, this includes but is not limited to setting up new users, answering and resolving technical questions and assisting in general support requests.

  2. Help in developing CRM system customisations, views and reports as required by the business users and manage licence allocation, user access and roles.

  3. To increase the knowledge and skills of the company’s CRM users, primarily through developing support processes and assistance in training.

  4. To develop CRM users and business units to become self-sufficient in managing CRM in their own business areas for use of buyer account contracts, accounts and opportunities.

  5. Help in developing back-office support materials that can be used by the business.

  6. Assistance in the development and realisation of the long-term back-office business strategies for both Buyers and Suppliers.

  7. Assistance in developing and implementing back-office and operational business processes for customer management systems.

  8. Assisting in developing and implementing new solution tools and processes in relation to payment and financial systems (for example Cybersource, MultiManager and future back office solutions).

  9. To assist in the testing of new releases, features and functions of back-office systems.

  10. Help to conduct market research, investigate back-office best practice and enhanced products that would benefit the Group.

  11. Provide statistical analysis of usage, monitor use of systems and ensure data is being entered correctly as per company standards.

  12. To work within a framework of corporate standards and policies.

  13. To provide a coordinating role for key strategic initiatives using the back office as required.  For example, taking ownership of the role out of competitive information within the back office and maintaining the group record.

Essential Skills: 

Experience and knowledge of Customer Management Systems, such as Microsoft CRM, Salesforce.com, Goldmine etc, would be seen as an advantage.  

Experience of the following is essential;

  1. Providing support services to users or staff within a business environment

  2. Experience of collating and analysing business requirements

  3. Knowledge of processes and process support

  4. Understanding of current technologies and processes related to web based applications

  5. Working with business stakeholders and internal users

  6. Assisting with developing and providing training on internal systems

  7. Role related administration duties

  8. Working knowledge of MS office, Outlook, Excel, Access and the Internet

  9. Accuracy and attention to detail

Desirable skills and experience include:

  1. Knowledge of Customer Relationship Management systems and processes

  2. Knowledge of implementing business processes

  3. Ability to solve complex issues as well as supply technically viable alternatives

  4. An understanding of application design from a user experience viewpoint

  5. Confident and professional manner when dealing with suppliers/customers

  6. Excellent communication skills

  7. Basic Spanish language skills

  8. Ability to work as part of a team on individually

  9. Methodical, detail oriented, efficient, organized, self-starter, highly productive.

Physical factors: 

The post holder should be robust with a good record of health and attendance. They should be smartly presented and articulate.  

Training: 

Information about the organisation and the Customer management system will be given during a period of induction training.  One to one training will be given on an ongoing basis.                                      

Additional information:  

Salary:       

Competitive salary                                    

Benefits:

25 days annual leave
Non contributory pension scheme
Life assurance scheme
Company sickness scheme
Childcare voucher scheme
Subsidised membership of health club
 Flexi time

Postal applications to:

Human Resources Department
Achilles Information Limited
30 Park Gate
Milton Park
Abingdon
Oxon
OX14 4SH

Email Applications to: jobs@achilles.com  

Closing date:  7th November 2008