CRM Implementation Lead

1. Lead the end-to-end delivery of the Economy & Funding Team Customer Relationship Management (CRM) system in accordance with agreed project governance, scope and objectives.

2. Develop and maintain detailed project plans, timelines, and documentation to ensure delivery within agreed timescales, budgets and quality standards.

3. Act as primary liaison between the ICT team, Economy and Funding Manager and end users to ensure clear communication and coordinated delivery of project activities.

4. Gather, analyse, and document CRM requirements in collaboration with service users to ensure the CRM system meets operational and customer service needs.

5. Coordinate and oversee system configuration, testing, and quality assurance activities to ensure functionality aligns with specified requirements.

6. Manage change control processes, assessing and approving system or process changes in line with project governance and risk management frameworks.

7. Develop and deliver training and user guidance to support effective adoption and use of the CRM system within Economy & Funding.

8. Lead stakeholder engagement and communication throughout the project lifecycle, ensuring alignment, transparency, and support from the key stakeholders.

9. Monitor and report on project progress, risks, and issues, providing regular updates to management.

10. Work collaboratively with the ICT service to ensure integration of the CRM system with existing digital platforms and business systems.

11. Support the transition from project delivery to business-as-usual operations, ensuring appropriate handover, documentation and post implementation review.

12. Promote a culture of continuous improvement by identifying opportunities to enhance customer experience, data quality, and service efficiency through effective CRM use.