Interim CRM Implementation Manager

Interim CRM Implementation Manager

Location: Will need to go to client site in Welwyn Garden City two days per week
Rate: Circa £250 300 per day
Contract: Six month contract

The CRM strategy is already in place. The customer journeys have been mapped and the communications plan is ready.

Your role is to turn that plan into a working, measurable CRM programme.

The need is for someone who has experience with Zoho CRM, to come in and oversee the build, testing and rollout of automated customer journeys within the platform. You'll coordinate across teams to get CRM campaign assets created, keep delivery on track and make sure each journey works effectively across multiple brands, locations and customer touchpoints.

This is not a strategy role from a blank page, and it is not a heavily technical development position. It is about implementation, project management, testing and optimisation of multi channel CRM campaigns.

You'll manage the delivery of CRM journeys across email, web, telephone and other customer channels, working with internal teams, external agencies and developers.

Your responsibilities will include:

• Managing the implementation plan, milestones, risks and dependencies
• Overseeing the build and rollout of automated customer journeys
• Translating existing journey maps into clear delivery requirements
• Coordinating stakeholders, developers and platform partners
• Managing the A/B testing of new campaigns and customer journeys to ensure they deliver a seamless experience and the required outcomes such as new customer conversions, retention, or enhanced customer value
• Defining how journey and channel performance will be measured
• Monitoring conversion, engagement and customer drop off
• Building reporting that supports commercial and operational decisions

By the end of the contract, the priority journeys should be live, tested, measurable and ready for ongoing optimisation.

• Specific experience of working with Zoho CRM - having delivered CRM, customer journey or marketing automation projects
• Comfortable taking an agreed strategy through build, test, launch and optimisation, while coordinating a range of stakeholders and delivery partners
• Practical understanding of workflows, automation, segmentation and CRM reporting, without needing to be a developer
• Good knowledge of test and learn, as well as how to implement a measurement framework for CRM to understand how it's performing across channels