CRM Product Specialist - 1967

Job Title: CRM Product Specialist

Post Type: 2 Years initial Fixed Term Contract

Working Pattern: Full Time

Target Salary: £41,200

Location: Peterborough / Hybrid Working

About us

CITB has a clear purpose to support the Construction industry to have a skilled, competent and inclusive workforce, now and in the future. Customers are at the heart of everything we do, and our culture of collaboration and empowerment means we work across the industry, and with partners, to deliver positive outcomes, with impact, that address key industry challenges of responding to the industry skills demand, developing the capacity and capability of construction training provision and addressing future skills needs.

CITB operates a hybrid working policy including working from home, on average one day in the office per fortnight, and additional travel to external sites and parties as required.

About the role

The CRM Product Specialist will play a crucial role in managing and optimising Customer Relationship Management (CRM) systems through changes, processes and training. This role will be responsible for supporting the CRM Product Manager in the development of the CRM platform, through the delivery of the strategy, training of end users, and ensuring customer data requirements are aligned with our data strategy and master data management.

Key Responsibilities and Accountabilities

Support the CRM Product Manager and Customer Experience team to develop and implement the strategic roadmap for the CRM product and platform, outlining features, enhancements, and milestones to meet all stakeholder needs through the Microsoft Dynamics platform.

• Work with internal stakeholders to gather and understand business requirements related to shaping CRM change; and collaborate with enabling partners, change managers and other 3rd party suppliers as required as part of delivery
• Support the requirements and initiatives that will maintain the CRM system, ensuring it functions effectively
• Provide support to users; delivering continuous improvements, training and business change; developing and maintaining key training materials for all end users to support consistent use of CRM and the ability to capture the correct data.
• Support in the definition of requirements for the master customer record to underpin CRM strategy and manage customer data including cleansing, management, analysis and reporting.
• Ensure all requirements are compliant with CITB’s Data Information Governance Policies, data privacy regulations (e.g., GDPR) and that data usage complies with the CITB data information strategy.
• Share best practices with the Digital & Comms delivery teams; e.g. ensuring training on email builds, dynamic content, A/B testing, and personalisation, embed practices across accessibility and brand for all email communications.

Knowledge, Skills and Experience 

• 3+ Years experience as a product owner with experience of CRM and data-based projects
• Relevant experience in a similar role with strong understanding of CRM best practices and business processes
• Experience in agile and waterfall methodologies
• Proficiency in data analysis and reporting tools (advanced analytics)
• Relevant IT skills (including data evaluation/analysis using relevant computer application), experience with split testing and subject line optimisation
• In-depth understanding of GDPR and compliance issues
• Evidence of influencing skills and stakeholder management to influence, interrogate and respond to briefs

What we offer

• Competitive salary and benefits
• 33 days holiday per year (Including bank holidays)
• Pension scheme
• CITB recognition scheme
• Employee assistance programme

Are you interested? Can you demonstrate you hold the required knowledge, skills and experience set out in the role profile? Then please complete an application form.