Crm Business Transformation Manager Job in Colt Technology Services Group Limited

Role purpose

The CRM Transformation Manager role requires working collaboratively with a director, principal or partner to design, execute, and lead multiple teams through organizational change efforts of varying size and complexity.

Largely responsible for recognising areas for improvement within Customer experience, a a CRM Business Transformation Manager must identify and implement necessary changes to enable a business to perform to its optimum ability for the customers

Performing a challenging and diverse role, is often responsible for overseeing all areas of a business that impact customer experience, implementing any CRM operational changes and delivering measurable improvements.

A CRM Business Transformation Manager must review new and existing processes, resources and systems, making and overseeing any changes to the company infrastructure where necessary. The role can encompass both the business and IT side.

This role will utilize change management principles, processes, and tools to focus on driving financial and operational results , behavioral changes; designing change strategy, assessing stakeholder impacts and organizational readiness, recommending and/or implementing appropriate communication, training, and behavioral change solutions, and measuring effectiveness to enhance organization performance

• Lead project teams in support of different project workstreams, and manage overall project activities, plans, and schedules associated with deliverables and milestones
• Lead, guide and support multiple workstream leads / consultants through the design and implementation of targeted change customer strategies including identification of change impacts to people, process, policy, and structure, stakeholder identification and alignment, appropriate communication and feedback loops, success measures, organizational readiness, and long-term sustainability
• Lead analysis studies, analyze data, evaluate results, and develop recommendations and road maps across multiple workstreams
• Build and maintain effective partnerships with key cross functional leaders (Division VP and department owners) and project team members
• Write project case studies

• Takes responsibility for the ideation, definition, documentation and successful completion of small/medium & large sized CRM projects with a medium level of complexity, directing and counselling project team members, and advising customers/stakeholders as necessary on all phases.
• Ensures that own projects are formally closed and, where appropriate, subsequently reviewed, and that lessons learned are captured and appropriate action taken. Produces appropriate documentation to support these processes.
• Builds and manages a virtual team from various geographies and engages teams/contacts from across Colt as required.
• Ensures all key PM documentation is developed and maintained, including PID, Project Plan, Risk and Issues register, weekly reports, stakeholder reports, Lessons learned etc.