CIS Manager

DRM partners with organisations throughout the UK to support civilian employment and to improve fairness for the Armed Forces community, namely Reservists, Cadet Force Adult Volunteers (CFAVs) & the Cadet Movement, Veterans & Service Leavers and military partners & spouses. It encourages Forces-friendly HR policies and supports employers to recruit and retain members of the Armed Forces community so that businesses can access the transferable skills that they bring to the civilian workplace.

Appointment Details

• Job Grade and Location: Equivalent to a Civil Service Higher Executive Officer (HEO) and based in Holderness House, London.
• Reports to: Assistant Director Intelligence.

Job Purpose: Responsible for managing the B2B database.

General Description of Role: The CIS Manager will manage DRM’s CRM system. The successful applicant will plan and deliver database enhancements to support business priorities and targets as well as conduct data quality reviews to discover issues and implement solutions. Whilst promoting system use best practice, the role holder will identify training needs for users, leading on the delivery of training, including developing materials. The CIS Manager will build reports and provide data insights on employer engagement. To do so the person will proactively engage with DRM teams to understand and deliver data reporting requirements. This requires strong communication skills and the ability to manage needs of a diverse local and remote user group. This post will line manage DRM’s CIS Coordinator.

PRINCIPAL AREAS OF ACCOUNTABILITY/TASKS AND DUTIES: Duties of the CIS Manager will include the following:

• Manage the CRM system in accordance with business requirements identified by DRM and Defence stakeholders.
• Plan and deliver database enhancements to support DRM business priorities and targets, supported by AD Intelligence.
• Liaise with user groups, The Council of Reserve Forces' & Cadets' Associations (CRFCA) Assistant Director CIS and external suppliers where appropriate on matters of service continuity and system performance and improvement.
• Conduct periodic data quality reviews and implement solutions; flag issues as required to the relevant internal stakeholders when data quality issues arise.
• Support AD Intelligence with periodic re-accreditation of the CRM system in conjunction with CRFCA AD CIS. This will include supporting tendering processes for CIS platforms.
• Establish and implement robust testing procedures for all changes to system configuration; communicate planned and actual changes to users.
• Proactively promote system use best practice and identify training needs for users to support desired behaviours and outcomes.
• Lead development and delivery of training materials and conduct training as appropriate with the support of the CIS Coordinator.
• Proactively engage with DRM teams to understand data reporting requirements.
• Build Salesforce reports based on user and other defence stakeholder requirements with the support of CIS Coordinator and provide insights using Salesforce functionality.
• Own and manage day-to-day relationship with CRM supplier contacts on resource issues, and matters of system functionality and security.
• Troubleshoot and resolve data and functionality issues.
• Undertake any other reasonable task as set by your line manager in support of overall DRM outputs.

Staff Management Responsibilities: Line management of CIS Coordinator.

Budgetary responsibilities: None.

General Qualifications

Essential:

• Data management skills - experience of working with large volumes of data at a detailed level and the ability to provide high level insight, relating to both user needs and data outcomes.
• Communication and engagement skills - strong communication and influencing skills and ability to manage needs of a diverse local and remote user group.
• Can demonstrate experience in project management ideally in an agile environment.

Desirable:

• Two years’ experience working as a CRM systems manager or senior administrator, with experience supporting marketing, customer insight or account management teams.
• Salesforce experience (including reporting functionality), ideally including: Sales Cloud, Marketing Cloud, Account Engagement (Account Engagement Plus), Experience Cloud (Communities), Surveys and Feedback Management.
• Competent in the use of bulk data tools – Data Loader.
• Experience in delivering or facilitating training.
• Demonstrate knowledge of data analytics processes and how ‘to tell a story’ with the data.
• Knowledge of data security accreditation and best practice.
• Experience of data planning and creating data strategy programmes.

Personal attributes:

• Keen to advance own skills and personal development.
• Ability to prioritise tasks and time manage effectively with recognition of where influence and authority lies.
• A self-starter with a high degree of flexibility and adaptability.
• Excellent attention to detail.
• Flexible and responsive to tasking and direction, with a high level of commitment to succeed.
• Strong team player, able to take the lead as data expert for the organisation, become a strong MIS advocate, and promote best practice across both internal and external teams.
• Customer oriented / Focus on improving the user experience.

Other Features:

• Training and Development - Not only required to participate in all aspects of training and development, but also have sufficient training skills to oversee all central training plans.
• Health and Safety (H&S) - To be aware that Health and Safety is the responsibility of all employees and that the role holder should ensure that designated working area complies with statutory requirements in accordance with current H&S legislation.
• This job description should be discussed/read with the line manager at the time of receiving the Annual Personal Development Report.
• The job description may be reviewed in the light of changes during the period of your appointment and on change of incumbent.