JOB DESCRIPTION
Job Title:
CRM Project Manager (Fixed Term Contract)
Responsible to:
Marketing Director
JOB PURPOSE
The CRM Project Manager will be responsible for the delivery of a new high-profile CRM
solution to further enhance our customer service, sales and marketing activities.
The successful candidate will be a passionate, hands-on CRM evangelist and customer
champion - well versed in effectively promoting the benefits of CRM across the business
to deliver a hearts and mind-set change. This project requires ongoing engagement with
directors, department heads, key managers and stakeholders, as well as managing
relationships with external trusted partners involved in delivering CRM to the business.
This is a key role which involves determining project needs and resources to deliver the
technical and functional requirements for the plan, as well as ensuring budget and
deadline expectations are met and resources managed efficiently.
SUMMARY OF MAIN DUTIES AND RESPONSIBILITIES:

Development and management of the project plan and objectives, project scope,
F&B business objectives, with an overarching focus on customer experience.

Utilisation of previous hands-on experience of delivering end to end CRM
projects facilitating workshops to challenge current business thinking; ensuring
CRM is implemented with the best in class processes and approaches.

Determine project needs and business resources required to execute the CRM
project successfully.

Assignment and management of business resources, managing the development
of both human and system capabilities.

Budget, supplier and stakeholder management.

Creation and coordination of project documentation and processes, developing
and track project action items and issues.

Identification and communication of risks and mitigating actions.

Regular communication of project progress to sponsor, project teams and
Leadership Group.
REQUIRED SKILLS

Experienced in the successful implementation of end to end Cloud based CRM,
including integration with ERP and other business systems.

Formal project management certification and/or demonstrable experience and
the responsibility of running multiple overlapping projects.

A deep level understanding of multi-channel data, including the impact of
integrating third party data (experience working with external data insight
agencies advantageous).

The ability to demonstrate and communicate a clear (customer led) vision.

Great communication and interpersonal skills, with the ability to quickly build
relationships and manage the interrelationship between projects and
stakeholders.

High level of numeracy and literacy skills (subject to testing).

Detail orientated with strong organisational skills.

Relevant experience in developing LEAN, robust process maps and delivering
new processes within a multi-channel, global retailer would be an advantage.
KEY MEASURES AND DIMENSIONS FOR SUCCESS
This role will have exposure to effecting real hearts and mind business change within one
of the UK’s most recognised prestige brands, with a long heritage in delivering the highest
standards of customer care.
The post holder will be responsible for the delivery of the project successfully within the
agreed timeframe, ensuring the project team is engaged, productive and efficient.
Farrow & Ball has a collaborative approach to projects. The post holder will have a very
clear remit, and they will be expected to manage their resources well, booking additional
resources with department heads in a timely manner to avoid bottlenecks.
The post holder will be seen as a proponent of change using appropriate levels of
governance matched with the right pace for a fast moving international business
experiencing sustained growth.
The post holder will be seen as the authority for the CRM project, setting the standard
in expected documentation, training delivery, integration expectations and third party
management.
EXPECTED OUTCOMES
The successful delivery of CRM for Marketing, Customer Services, Sales, Commercial
Finance and IT on time and within budget for the business.