CRM Manager

ROYAL SOCIETY OF CHEMISTRY; Cambridge; Hybrid; GBP 40,000 - 70,000; Full time

Job description

Overview

The Royal Society of Chemistry (RSC) is currently looking for an experienced CRM Manager on a fixed term contract to join our Customer Team. As CRM Manager, you will lead the strategic direction of the RSC’s customer relationship management strategy and supporting systems. Leading a small team, you will focus on supporting the organisation in building strong customer relationships at scale across all the geographies that we operate in, improving operational efficiency, and driving business growth.

Are you the visionary and passionate CRM professional we need to drive our customer engagement strategy forward, and transform how we connect with our global audience?

As our CRM Manager, you'll be the strategic mastermind behind our customer relationship management, leading our approach across multiple geographies and ensuring we build meaningful connections at scale.

Key responsibilities:

Strategy and Roadmap Development

1. Own the vision, strategy and roadmap for our approach to Customer relationship management at the RSC and its supporting systems, including our Salesforce platform to ensure successful customer engagement strategies.
2. Develop business cases for strategic investment and associated enhancement of the platform, particularly in respect of any additional instances required, in line with our Enterprise Architecture and wider data landscape.

Customer

1. Put customer insights at the heart of decision making; by developing and implementing a CRM strategy and processes in line with the target customer experience. This will be in collaboration with colleagues across the organisation to drive customer acquisition and retention, revenue growth, and deliver against the platform roadmap.

Stakeholder Relationship management

1. Lead with influence and impact, working with stakeholders across the organisation to understand their business needs and scope the associated technical requirements.
2. Communicate the CRM strategy and technical operations to other teams and, where necessary, formally present at internal and external meetings.

Key requirements:

1. Proven experience of CRM best practice and trends, including Salesforce.
2. Extensive knowledge of the Salesforce platform, including Sales, Marketing, and Service Cloud.
3. Experience administering a large Salesforce/CRM implementation.
4. Strategic and outcome-focused approach.
5. Able to take a strategic approach to solution design, with proven ability to develop and execute tactical plans to support strategy; experienced in leading and delivering projects at both enterprise and operational levels.
6. Able to shape and develop business opportunities, develop prioritised roadmaps, and present to board-level stakeholders to secure buy-in and approval for key initiatives.
7. Experience in establishing governance processes for platform development, including prioritising development initiatives, managing change requests, and ensuring alignment with strategic goals.

About the RSC

The RSC is a not-for-profit organisation whose mission is to advance chemical sciences. As a not-for-profit publisher, the RSC reinvests surplus funds back into the global scientific community, supporting our purpose to help the chemical science community make the world a better place.

The RSC strives to continuously innovate its product and services to adapt to market and customer needs, maintain relevancy and diversify revenues from journals. This requires a market-led and pragmatic approach to product and service innovation.

This role is contractually based at our Cambridge office. However, we embrace flexibility at the RSC and offer hybrid working, which means our teams come together when they need to collaborate and for Team meetings. Any hybrid working arrangements need to be agreed with your line manager.

Applicants should be aware that there is an expectation that employees will attend our Cambridge office around 1-2 days a week depending on project need.

Benefits

At the Royal Society of Chemistry, we promote a healthy work/life balance and flexible working options across the organisation. We offer a comprehensive benefits package to all employees including:

1. 26 days paid holiday per annum
2. 35-hour working week with flexible options, to be agreed with your line manager
3. Enhanced maternity and paternity leave
4. Paid volunteering days
5. Pension plan with up to 12% employer contributions (depending upon your contribution)

Visit our Work For Us website to learn more about us, our benefits, equal opportunities statement and inclusive culture pledge.

At the RSC, we recognise the benefits of a diverse workforce and welcome applicants from a range of backgrounds to apply. We particularly encourage applications from disabled and ethnic minority candidates.

As a part of the Disability Confident Scheme, we endeavour, where possible, to offer an interview to candidates meeting the essential criteria of the role, who have a substantial physical/mental impairment which impacts their ability to carry out day-to-day tasks.

We are committed to making our recruitment processes accessible to all and as part of this, we are flexible in the ways we give and receive information. If you would like to apply using a different format, please contact the Recruitment Team at [e-mail] or on [phone] and we will do our best to put any reasonable adjustments in place.

If you have any questions, please contact us at [e-mail]