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For Companies At a Glance
- Tasks: Lead the CRM platform strategy and enhance customer engagement through innovative technology.
- Company: Join NatWest Group, a leading bank focused on transforming customer experiences with cutting-edge technology.
- Benefits: Enjoy flexible working options, competitive salary, and opportunities for professional growth.
- Why this job: Be at the forefront of AI-driven customer engagement and make a real impact in a dynamic environment.
- Qualifications: Experience in Agile environments, strong communication skills, and a passion for CRM and digital transformation.
- Other info: Ideal for those eager to innovate and shape the future of customer interactions.
The predicted salary is between 48000 - 84000 £ per year.
Overview
The CRM Platform Lead is responsible for shaping and delivering the technology strategy for customer engagement across NatWest Group. You will be involved in the design, architecture, build, test, implementation, risk, security, stability, resilience, simplification, efficiency, service management and lifecycle of the platform. You will embrace an AI-first CRM strategy, leveraging agentic AI, low-code platforms, and real-time data to transform customer and colleague experiences.
Responsibilities
- Partner with Franchise and Function leads to grow our customer base and deepen engagement via personalised AI-powered journeys and streamlined customer service with intelligent workflows.
- Own and evolve the platform roadmap for CRM at NatWest Group and be responsible for the delivery of initiatives managed by the Centre of Excellence, enabling bank-wide customer engagement outcomes.
- Oversee technology platform choices and commercial strategy, including supplier and contract management in collaboration with supply chain services teams.
- Develop and maintain strong relationships with key stakeholders, acting as a Trusted Adviser representing the CRM centre of excellence and work closely with business users and technology colleagues (such as solution architects, engineers, and functional consultants) to lead and support the design and delivery of large-scale transformation programmes.
- Focus on process redesign, simplification, automation, and delivery of operational efficiencies for frontline and operational colleagues, leveraging Dynamics 365 as the CRM platform.
- Understand and challenge business needs across multiple client journeys, acting as a thought partner to the business, leveraging D365 and Power Platform out-of-the-box components, and aiming to re-use existing patterns and components when relevant, including key third parties like Amazon Web Services.
- Demonstrate thought leadership and innovation as we transition to adaptive, insight-driven and personalised experiences for colleagues and customers, leveraging emerging agentic AI capabilities from our key product partners.
- Shape and develop the team to adapt to the changing customer engagement needs of our business lines.
- Drive real-time, personalised, and consistent engagement across all channels.
- Lead the use of AI and automation as the team transitions our service offerings to proactive, predictive, and empathetic customer journeys.
- Deliver robust, compliant, and traceable CRM processes in a demanding regulatory and risk environment.
Qualifications
- Proven experience as a Platform Lead in Agile environments, with a strong grasp of backlog management and stakeholder engagement.
- Hands-on familiarity with CRM platforms or the ability to quickly gain proficiency.
- Strong understanding of enterprise architecture, data governance, and integration patterns.
- Excellent communication and facilitation skills, with the ability to engage technical and non-technical audiences.
- Analytical mindset with a data-driven approach to prioritisation and decision-making.
- Experience working in matrixed environments and building consensus across diverse teams.
- A growth mindset and appetite to stay ahead of emerging trends in CRM, Low Code, AI and digital transformation.
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CRM Platform Lead employer: NatWest Group
Contact Detail:
NatWest Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Platform Lead
✨Tip Number 1
Familiarise yourself with the latest trends in CRM technology, especially around AI and low-code platforms. This knowledge will not only help you understand the role better but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 2
Network with professionals in the CRM and technology sectors. Attend relevant webinars or industry events to connect with potential colleagues or mentors who can provide insights into the role and the company culture at NatWest Group.
✨Tip Number 3
Prepare to discuss your experience with stakeholder engagement and backlog management in Agile environments. Be ready to share specific examples of how you've successfully led teams or projects in similar settings.
✨Tip Number 4
Showcase your analytical mindset by thinking through potential challenges the CRM Platform Lead might face. Consider how you would approach problem-solving in a regulatory environment and be prepared to discuss your strategies during the interview.
We think you need these skills to ace CRM Platform Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience as a Platform Lead, particularly in Agile environments. Emphasise your familiarity with CRM platforms and any specific achievements related to customer engagement and technology strategy.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of NatWest Group's goals and how your skills align with their needs. Mention your experience with AI-powered solutions and your ability to drive operational efficiencies through technology.
Showcase Your Communication Skills: Since the role requires excellent communication and facilitation skills, provide examples in your application that illustrate your ability to engage both technical and non-technical audiences effectively.
Highlight Your Analytical Mindset: Discuss your data-driven approach to decision-making in your application. Provide specific examples of how you've used analytics to prioritise tasks or improve processes in previous roles.
How to prepare for a job interview at NatWest Group
✨Showcase Your Technical Knowledge
Make sure to brush up on your understanding of CRM platforms, especially Dynamics 365 and Power Platform. Be prepared to discuss how you've used these tools in past roles or how you would approach using them in this position.
✨Demonstrate Stakeholder Engagement Skills
Since the role involves working closely with various stakeholders, be ready to share examples of how you've successfully engaged with both technical and non-technical audiences. Highlight your communication strategies and how you build consensus.
✨Emphasise Your Agile Experience
Given the importance of Agile methodologies in this role, come prepared to discuss your experience in Agile environments. Share specific examples of how you've managed backlogs and led teams through transformation initiatives.
✨Exhibit a Growth Mindset
The company values staying ahead of trends in CRM, AI, and digital transformation. Be sure to mention any recent developments you've followed in these areas and how you plan to incorporate them into your work.