A fantastic opportunity to join one of the industry’s leading solution providers and we help customers accelerate the drug development process through innovation. Our product portfolio is built on leading-edge technology and is combined with extensive medical and clinical expertise. As the technology business unit of an International Corporation, we're able to leverage our massive investment in technology with our parent company's wealth of hands-on clinical expertise.

This role is based in our new modern state of the art office in Nottingham city centre which has excellent transport links and has a great working environment and the feel of an innovative technology company.

Job Purpose:

Initially support development and delivery of SFDC project roadmap to consider and potentially implement a new SFDC system, supported by Commercial Operations. Managing external implementation partner relationships and ensure work is completed on time and to budget.

Alongside the Director of Commercial Operations & VP of Commercial Operations, the CRM manager will be required to take full control of planning and delivery of SFDC process developments to maximize CRM effectiveness. Liaising with department heads to understand and implement enhancements to processes such as (but not limited to) automated workflows, processes refinements, reporting and dashboard creation. Identify potential bottlenecks and enable frictionless commercial operations from Lead to Opportunity (including, but not limited to contracts and proposals, leads & account processes). Take full responsibility for day to day SFDC operations, data governance, facilitating UAT testing, training and keep associated documentation up to date.

Key Accountabilities:

SFDC Project Management

• Manage budgets and timeline of CRM project in collaboration with the VP of Commercial Sales Operations
• Assist with completion of SFDC project plan alongside internal and external teams
• Provide regular status updates to business teams
• Manage external implementation partner(s)
• Manage resources assigned to the project
• Hold regular SFDC steering group meetings to identify ongoing improvements to the system
• Document current and future business requirements

Process Ownership

• Identify operational bottlenecks, through interacting with the Sales teams, and implement solutions
• Own integration and troubleshooting for all data flows into and out of SFDC
• Configuration of changes to the system including managing workflow rules, formula fields, customization of objects, fields, triggers, record types, page layouts and validation
• Identify opportunities for automation

CRM System

• Find new features that can be added to the platform, keeping up to date with all new Salesforce releases and solutions to optimize sales and marketing processes
• Take full control of the CRM roadmap
• Manage change requests and ensure it meets the objectives defined as part of the SFDC roadmap
• Make ad-hoc system changes to enable accurate reporting

Data Management

• Manage and drive forward the data strategy for the CRM team to meet current and future business objectives
• Planning, delivery and execution of data/targeting for multi-channel customer marketing campaigns based on specific customer segmentation, campaign or customer behaviours
• Ensure all communication adheres to the relevant regulatory requirements e.g. GDPR
• Managing effective use of data to create tailored experiences
• Administration for Salesforce and all connected systems

Reporting

• Produce reports to key stakeholders around CRM performance and usage.
• Support creation of automated reports and dashboards to ensure consistency and accuracy of CRM data

Training and Testing

• Facilitate user testing
• Create training documentation for users
• Train and onboard all new sales reps on sales systems
• Administration and support of Salesforce users including roles, profiles and permissions etc

Skills:

• Ability to develop and maintain strong relationships at all levels
• SFDC Project management & planning expertise
• Expert in process builder, process automation, flow builder, workflows, creating custom fields and objects, validation rules, approval processes, etc.
• An ability to work independently across multiple projects, and to meet deadlines
• A keen eye for detail and the ability to demonstrate a high level of organization
• An ability to rapidly grasp, and apply, complex business and technical concept
• the desire to provide the highest quality of service to internal stakeholders
• Passionate about customer data, analytics, and driving performance through segmentation and targeting
• Highly organized, with a strong attention to detail
• Self-driven with ability to work at pace in a dynamic organization
• Excellent time management - must be able to plan time effectively and prioritize
• Advanced SFDC reporting and analytical skills.
• Excellent verbal and written communication skills in English. Ability to communicate complex ideas clearly.
• Proactive and results driven approach
• Follow established Salesforce development standards and best practices
• Taking highly conceptual business needs and translate into a solution that can be effectively implemented
• Excellent written and oral communication skills
• Facilitate the creation of training sessions and associated documentation
• Understand and leverage the Salesforce provided APIs to support enterprise integrations
• Some international travel will be required

Knowledge and Experience:

• Knowledge of Classic and Lightening
• Experience mapping out solutions in Salesforce
• Proven experience of scaling a SF instance
• Experience with global implementations beneficial
• Experience in BI tools beneficial
• SFDC project management experience beneficial

Education:

• Degree educated or related experience in similar role(s)
• com Admin & developer Certifications