Group Company: SIS Group Job Title: CRM Manager Reporting to: Group Marketing Director Direct Reports: None Location: Hybrid – Pinxton / Home MAIN OBJECTIVES Be responsible for the overall strategy, delivery and performance of the company's customer relationship management efforts. To build and develop our customer data, enhance customer lifetime value, support with customer acquisition and retention and maximise the effectiveness of the customer leads pipeline. Operate as a champion for best practice use of our recently implemented CRM tool, offer technical execution, data management, and operational aspects of the CRM system. RESPONSIBILITIES / ACCOUNTABILITIES/ TASKS 1. Strategic Develop and deliver a CRM Strategy: Design and execute the overarching CRM strategy aligned with business goals (e.g., customer acquisition, retention, loyalty, engagement, prospects). KPI Definition & Monitoring: Define key performance indicators (KPIs) for sales pipelines and CRM usage (e.g. response times, activity, values, conversion rates) and monitor performance. Stakeholder Collaboration: Work closely with marketing, IT, sales, and operational teams to ensure CRM strategies are integrated and supported across the organisation. Collaborate with and influence the appointed sales administrators and CRM ambassadors around the group, through best practice and insight while helping to improve the performance of this team. 2. System & Data Management Vendor Management: Manage relationships with CRM software vendors and external service providers ensuring we realise the system’s full potential for what the business requires. CRM System Development: Support IT department and sales teams by recommending configuration and continuous optimisation of the CRM platform. Data into Insights: Convert raw customer data into actionable business insights for sales and marketing decisions. See reporting and analysis section below. Data Governance: Establish and enforce data quality standards, ensuring data accuracy, integrity, and compliance (with privacy policy and GDPR). CRM System Administration: Day-to-day management, maintenance, and configuration of the CRM platform (e.g., creating fields, managing users, setting permissions). Data Entry & Cleansing: Ensure customer records are as accurate as possible, up-to-date, and free of duplicates. Perform regular data audits and cleansing activities. Ensuring all customers are accurately tagged to identify their source, their characteristics or their potential. Data Import/Export: Manage the import and export of data into and out of the CRM system including lead capture from the company website and journey through the sales pipeline. System Integration: Ensure seamless integration of the CRM with other business systems (e.g., possible marketing automation, Dropbox filing systems, company website, Passport 365). Troubleshooting: Identify and resolve technical issues or user errors within the CRM system. 3. Reporting & Analysis Data Analysis: Analyse customer data to identify trends and opportunities for sales focused activity, customer service or communications. Report Generation: Create custom reports and dashboards from the CRM to track sales performance, data quality metrics for comparison across teams. Customer Segmentation: Develop and manage customer segments based on various criteria (size of business, opportunity, loyalty, geography, sport) for targeted sales activity. Lead Reporting: tracking and reporting event and website leads, following up and encouraging sales teams to act. 4. Campaign Execution & Automation Campaign Strategy: Contribute to the overall direction of marketing strategy. Campaign Implementation: Execute marketing communications and sales campaigns within the CRM system (e.g., email campaigns, potential future lead nurturing sequences, sales outreach). Workflow Automation: Build and automate workflows to streamline repetitive tasks (e.g., follow-up emails, data updates). Improve Web Conversions: Develop new website lead generation assets and forms for more effective conversion of site traffic. Event Lead Capture: Improve our technology and processes for recording and capturing sales leads at exhibitions and events. 5. User Support & Training User Support: Provide technical support and guidance to internal teams (sales, marketing, customer service) on how to effectively use the CRM system. Training & Documentation: Develop training materials and conduct workshops and one-to-one training to educate staff on CRM best practices and new functionalities. Group-wide Usage Standardisation: Act as a champion for best practice use of the CRM system, engaging all key users and play a part in improving processes across the individual subsidiary businesses. 6. Other Duties To undertake any other duties as may be required from time to time but that shall remain within the competency and skills of the post-holder. KEY INTERFACES External: CRM Platform Support Clients and customers Internal: C-Suite Managing Director of Group companies Marketing Director Marketing Team Wider group employees HEALTH & SAFETY All staff have an individual and combined responsibility under the Health & Safety at Work Act as follows: To comply with all company health, safety and environmental management policies, works procedures, and instructions to ensure a safe and healthy workplace. To be aware of, and fulfil, your duties in relation to health and safety in the workplace, to promote your own safety, that of your colleagues and all personnel in your workplace. To report to a manager any safety or environmental hazards and risks, including incidents and near misses, of which you become aware in the workplace, including faulty or defective machinery or equipment. To operate workplace machinery in a safe manner and if trained and competent to do so. To wear all personal protective equipment as directed. COMPLIANCE & SOCIAL RESPONSIBILITY To comply with all company policies and procedures as apply to your role and/or your employment generally, ensuring that you represent the Company to the highest business and ethical standards. To report immediately any instances of bribery or corruption of which you become aware, or approached regarding. To behave with respect and dignity towards your colleagues and all personnel in the workplace and to report in confidence any unacceptable behaviour, in particular bullying and harassment. To contribute towards the continual improvement of the business in terms of the corporate objectives and good governance of the SIS Group.