Interim CRM Implementation Manager

Responsibilities

• Managing the implementation plan, milestones, risks and dependencies
• Overseeing the build and rollout of automated customer journeys
• Translating existing journey maps into clear delivery requirements
• Coordinating stakeholders, developers and platform partners
• Manage the A/B testing of new campaigns and customer journeys. Looking to ensure they deliver a seamless experience and required outcomes, such as new customer conversions, retention, or enhance customer value
• Defining how journey and channel performance will be measured
• Monitoring conversion, engagement and customer drop-off
• Building reporting that supports commercial and operational decisions

Experience you’ll bring

• Specific experience of working with Zoho CRM – having delivered CRM, customer journey or marketing automation projects
• Are comfortable taking an agreed strategy through build, test, launch and optimisation, while coordinating a range of stakeholders and delivery partners.
• You’ll also need a practical understanding of workflows, automation, segmentation and CRM reporting, without needing to be a developer.
• Good knowledge of test and learn, as well as how to implement a measurement framework for CRM to understand how it’s performing across channels

Measures of success

By the end of the contract, the priority journeys should be live, tested, measurable and ready for ongoing optimisation.