At a Glance
- Tasks: Lead the implementation of automated customer journeys and ensure seamless delivery across multiple channels.
- Company: Join a dynamic team in a hybrid working environment focused on CRM innovation.
- Benefits: Enjoy a competitive salary and flexible working arrangements.
- Other info: Opportunity for growth in a fast-paced, multi-brand setting.
- Why this job: Make a real impact by turning strategy into action and enhancing customer experiences.
- Qualifications: Experience in CRM project management and familiarity with platforms like Zoho or Salesforce.
The predicted salary is between 47181 - 52413 £ per year.
Location: Welwyn Garden City, hybrid working with two days per week in the office
Salary: Circa £45,000
Contract: Six-month fixed-term 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.
As CRM Implementation & Journey Manager, you’ll oversee the build, testing and rollout of automated customer journeys within Zoho. You’ll coordinate across teams in order 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.
What you’ll be doing
- 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
- Manage the A/B testing of new campaigns and customer journeys, ensuring they deliver a seamless experience and 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
Why this role stands out
You’ll be joining at the point where delivery really matters. The strategy is done, so you can focus on making it work in practice, putting the right testing and measurement in place and creating a more consistent customer experience across a complex, multi-brand environment. By the end of the contract, the priority journeys should be live, tested, measurable and ready for ongoing optimisation.
Experience you’ll bring
- You’ll have delivered CRM, customer journey or marketing automation projects within a multi-site, multi-location or multi-brand organisation.
- Are comfortable taking an agreed strategy through build, test, launch and optimisation, while coordinating a range of stakeholders and delivery partners.
- Experience of Zoho would be useful, although experience with Salesforce, HubSpot, Microsoft Dynamics or a similar platform may also be relevant.
- You’ll also need a 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.
CRM Implementation Lead – Hybrid, 6-Month Contract employer: Blue Pelican
Blue Pelican is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of Welwyn Garden City. With a strong focus on employee growth, we provide comprehensive benefits including generous leave, healthcare, and stock options, ensuring our team members feel valued and motivated to excel in their roles. Join us to be part of a forward-thinking company where your contributions directly impact our success and customer engagement strategies.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Implementation Lead – Hybrid, 6-Month Contract
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Blue Pelican.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Blue Pelican. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace CRM Implementation Lead – Hybrid, 6-Month Contract
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Blue Pelican.
How to prepare for a job interview at Blue Pelican
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Blue Pelican's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Blue Pelican offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
