At a Glance
- Tasks: Lead the development and optimisation of our client relationship management platform.
- Company: Join DAC Beachcroft, a leader in professional services with a collaborative culture.
- Benefits: Flexible working options, inclusive environment, and opportunities for professional growth.
- Other info: Be part of a dynamic team driving continuous improvement and innovation.
- Why this job: Shape strategy and influence business-wide adoption of innovative CRM solutions.
- Qualifications: Experience in CRM management and strong stakeholder engagement skills required.
The predicted salary is between 56700 - 69300 £ per year.
Department
Business Services - Clients and Markets
Location
- Newcastle
- Description
At DAC Beachcroft, the quality of our client data, relationship intelligence and business development systems plays a critical role in supporting growth, client service and strategic decision-making.
We are seeking a Platform & Systems Lead / CRM Lead to take ownership of our client relationship management software Intapp Dealcloud and Intapp Relationships, leading the ongoing development, governance and optimisation of this key business system.
This is a highly visible leadership role, combining platform ownership, data governance, stakeholder engagement and people management.
Working closely with teams across Clients & Markets, Business Technology, Finance and HR, you will ensure our system continues to deliver value, drive adoption and provide the firm with trusted, high-quality client and relationship data.
The role offers an excellent opportunity for an experienced CRM or platform specialist looking to shape strategy, influence business-wide adoption and lead a team responsible for the delivery of critical business services.
- Why Join Us
- Lead the development and continuous improvement of business-critical client relationship platform, Intapp Dealcloud and Intapp Relationships.
- Influence how client, contact and relationship data is managed and utilised across the firm.
- Partner with senior stakeholders across multiple business functions.
- Drive innovation and best practice in CRM, data governance and user adoption.
- Lead and develop a specialist team within a collaborative and supportive environment.
- Play a key role in future platform enhancements, integrations and initiatives.
Key Responsibilities
- Platform & CRM Leadership
- Lead the strategic and operational management of the firm’s client relationship platform, Intapp Dealcloud and Intapp Relationships.
- Develop and maintain platform roadmaps, ensuring systems remain aligned to business objectives and user requirements.
- Oversee platform upgrades, enhancements, testing and release activities.
- Identify opportunities to improve system functionality, efficiency and user experience.
- Manage relationships with platform providers and third-party suppliers.
- Data Governance & Quality
- Contribute to firm-wide initiatives to improve data quality, consistency and integrity.
- Establish and maintain effective governance processes for Intapp Dealcloud and Intapp Relationships.
- Ensure data standards, controls and best practices are consistently applied.
- Support the development of meaningful reporting and dashboards.
- Work closely with relevant stakeholders to ensure compliance with regulatory and data governance requirements.
- Business Partnership
- Act as the subject matter expert for CRM and relationship intelligence.
- Build strong relationships with stakeholders across Clients & Markets, Business Technology, Finance, HR and the wider business.
- Translate business requirements into practical and effective system solutions.
- Provide advice and guidance on platform capabilities, processes and data best practice.
- Support user engagement through training, communication and change management initiatives.
- Team Leadership
- Lead, motivate and develop the Platform & Systems team.
- Ensure delivery of a high-quality support and development service to the business.
- Manage priorities, workload and resource allocation across the team.
- Change & Continuous Improvement
- Identify opportunities to improve existing processes and ways of working.
- Lead or support projects involving CRM, data management and system integrations.
- Ensure platforms continue to evolve in line with business requirements and industry best practice.
- Monitor performance and adoption metrics to support ongoing improvement.
Skills, Knowledge and Expertise
Essential
- Significant experience managing CRM, client relationship or business systems within a professional services or similarly complex environment.
- Strong understanding of CRM strategy, platform management and data governance principles.
- Experience leading system development, enhancement or transformation initiatives.
- Proven ability to engage and influence stakeholders at all levels.
- Experience managing third-party suppliers and technology partners.
- Strong analytical and problem-solving capabilities.
- Experience leading, coaching or managing a team.
- Excellent communication and relationship management skills.
Desirable
- Experience of Intapp, Salesforce, Microsoft Dynamics or similar CRM platforms.
- Knowledge of relationship intelligence, business development or client management systems.
- Experience supporting platform integrations and wider business systems.
- Legal, professional services or partnership-sector experience.
- Experience delivering training, user adoption and change initiatives.
- Familiarity with reporting and data visualisation tools.
- Additional Information
As a Disability Confident Scheme employer, we’re committed to providing an inclusive and accessible recruitment process.
If you need any reasonable adjustments at any stage (including the application, assessment or interview process), please contact recruitment@dacbeachcroft. com in confidence with the vacancy reference in the subject line, and we’ll be happy to help.
We are happy to talk flexible working with our Flex Forward scheme.
We would encourage you to talk to us about our approach to flexible working during the hiring process if you would like to explore this further.
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Platform & Systems Lead / CRM Lead in Newcastle upon Tyne employer: DAC Beachcroft
DAC Beachcroft is an excellent employer, offering a dynamic and supportive work culture in Birmingham that prioritises employee well-being and professional growth. As a Case Administrator, you will benefit from a flexible hybrid working model, competitive remuneration, and the opportunity to be part of a new team dedicated to managing complex injury cases, ensuring your contributions are valued and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Platform & Systems Lead / CRM Lead in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at DAC Beachcroft. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like DAC Beachcroft before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Platform & Systems Lead / CRM Lead in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to DAC Beachcroft:Your cover letter is your chance to shine! Tell us why you want to work at DAC Beachcroft specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at DAC Beachcroft!
How to prepare for a job interview at DAC Beachcroft
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
