Job Title: Senior CRM Developer Salary: £55,000 - £65,000 Bonus Benefits! Location: Hybrid working, home & 3 days a week in either BCA Hook (Please ensure you can get to us!) Working Hours: Monday - Friday, 40 hours Job Status: Permanent Hi! We're cinch, a fresh kind of service that makes life easier for motorists. We know what drivers want, so we’ve ripped up the rule book to make sure they get it, faff-free! Our mission – It’s simple, to take out all the irritations and hold-ups that make changing cars trickier than it needs to be. Location – Hybrid - 3 days / week in our Customer Experience Contact Centre in our Hook office, Hampshire RG27 9XA. Occasional travel to our central Manchester office location for team / collaboration days. You – So, do you have a faff-free filter? Do you want to work in an energetic team, with open-mindedness and passion? We're looking for people who are agile, full of ideas and want to challenge the norm. What you’ll be working on The Senior CRM Developer role is a brand new role within the Customer Platforms squad in the Operations & Data Platforms Product & Engineering tribe. You’ll be responsible for improving our customers’ experience by optimising the way we manage our customer data in our Zendesk implementation within Customer Operations. To achieve this, you’ll be working within a team of Software Engineers, our Technical CRM Lead, and the squad’s Product Owner to help us implement our Product, Technology, and Data strategy for Customer Operations. This role’s core responsibilities are: Working closely with the Technical CRM Lead, and Product Owner to deliver the squad’s quarterly roadmap of projects to support the Customer Operations Contact Centre Help us to guide the direction of the Customer Platforms roadmap at cinch, and help us to expand and enrich the capabilities, and scalability of our Customer Platforms – namely Zendesk Design, coding, and implementing custom software / apps / widgets, further enhancing the capabilities of Zendesk. Liaise with Zendesk technical account management team to ensure we’re utilising Zendesk most effectively Keep up to date with tracking the release schedule for Zendesk updates to ensure no breaking changes occur Maintain high testing standards and automated testing to ensure reliability and scalability of the platform Taking up and continuing our engineering best practices, great agile ways of working, well documented code, well documented project and process guides, CI/CD processes and infrastructure as code Build great relationships with our Customer Operations Leadership team on the ground to understand their requirements, and their challenges better, and feed into our roadmap to optimise our Customer Operations What kinds of skills / characteristics / experience would work well in this role? This isn’t a hard and fast checklist – skills and experience are important but we’re looking for the ENGINEER mindset – if you LOVE to solve technical challenges at scale in creative ways using a modern toolset – get in touch! But to give you an idea of the kind of stack we have and the kinds of tools / characteristics that would really help you out in this role here’s an overview: You may have worked in a Customer Operations environment before, but above all you understand that having a high quality customer experience is mission critical! You have a few years of experience working with Zendesk or similar, and have familiarity across the suite of Zendesk capabilities (Support, Talk, Explore (Analytics), Guide (Knowledge), WFM, QA etc.) You are inquisitive and live & breathe engineering as a field You have some experience in designing / building / maintaining architecture and processes in the cloud (we mostly use AWS) You love to code and it’s second nature to you (We mainly use Typescript) You’re an automation / DevOps fanatic (CI/CD – we use GitHub actions – and a variety of infrastructure as code – IaC – frameworks but mostly standardising on CDK as the IaC tool of choice etc.) You enthusiastically document everything as you go 100% of the time (just kidding - we’re more realistic than that here! But you do get the importance of keeping a trail of useful comments / docs for future engineers and do your best!) You are fully open to engaging in peer review and providing / receiving high-quality feedback on your work You love a fast-paced environment and see the opportunities in being open to directional change If you can’t tick off all the “skills” but are passionate about engineering, and optimising Customer Platforms, and you want to chat about how you might fit in – we want to hear from you! This position offers a great opportunity for a CRM Developer / Engineer looking for the next step in their career, to join an established and high performing product and software engineering function at an exciting point in our journey. If anything about the above excites you and you want to learn more – please get in touch today! INDLP