Apply: One Click Retail, CRM Manager, Utah

About One Click Retail
One Click Retail is a leader in eCommerce data measurement, sales analytics and search optimization for brand manufacturers in North America and Europe. One Click Retail`s mission is bridge the gap between raw data and actionable insights, and by doing so, “unlock the future” for our customers.
 
One Click Retail is owned by Ascential, a global business-to-business media company listed on the London Stock Exchange. Ascential’s 20 Brands operate from 16 offices around the world and serve customers in more than 150 countries, providing local and global knowledge, connections and access. 

Ascential also recently acquired Clavis Insight, a leading eCommerce Insights business, which together with One Click Retail will be combined to create the Gold Standard of eCommerce Insights globally. 

Learn more about our brands through the following videos:

• One Click Retail -> insights powered by our data (www.youtube.com/watch?v=f-pFNcVl_a8)
• Clavis Insight -> Clavis Technology platform (www.youtube.com/user/ClavisTechnology)
• Ascential -> learn more about our brands (https://youtu.be/0nmHIaKMCBM)

Role Overview 
The CRM Manager will collaborate with various “Heads of” to drive high performance and best practice, tailoring the CRM technologies appropriately. The role will enjoy a high degree of autonomy so you must be comfortable working independently and be confident that you can define the right approach for any given solution. You will also be responsible for ongoing adoption, support and refinement across the CRM platform and data.
 
You will be accountable for all aspects of CRM technology configuration and optimisation including operational maintenance, process definition and harmonisation, contribution to functional specifications, prioritisation and coordination of systems development, data quality monitoring & improvement and preparation of plans for continuous improvement.
 
You will also champion adoption of all aspects of CRM, working closely with management to drive business change and compliance, ensuring consistency in our global processes and usage of the CRM tools. You will ensure users understand how to fully leverage each systems’ capabilities through effective training and communication, empowering users to maximise the capabilities of the systems at their disposal.
 
In addition to a solid background with CRM technologies (Salesforce.com in particular), you will combine the skillsets of business analyst, change manager, adoption coach and project manager.

Key Accountabilities 
Communication and stakeholder management

• Work with stakeholders to identify, prioritise and deliver an agreed CRM development plan across the CRM platform, data and best practice;
• Identify and rationalise conflicting requirements originating from the wider user community and support business alignment;
• Communicate CRM development plans and new functionality to all users;
• Act as the key liaison with Ascential’s Business Partners, suppliers and stakeholders to drive adoption and development of CRM across the business.

 Process and platform design and development

• Work closely with the business and proactively identify ways in which the CRM platform can be developed to better support commercial strategy and drive growth;
• Undertake analysis of incoming change requests and prioritise or park appropriately;
• Contribute to and manage the production of functional requirements / specifications for system changes, working with Ascential’s Business Partners to identify appropriate solutions and ensuring their effective delivery;
• Develop and maintain clear and concise business process documentation;
• Manage change through a structured change process;
• Work with Ascential’s Group Finance team to support any compliance audits of the Salesforce / FinancialForce platform;
• Manage & support user acceptance testing for system changes.

 System and data maintenance

• When systems issues arise, ensure appropriate root cause analysis and resolutions are delivered through Ascential’s Business Partners and that clear, in-flight, communications are sent to impacted users, as necessary;
• Liaise with the CRM Operations team to ensure regular maintenance of all CRM platforms and integrated third party apps is managed proactively;
• Ensure regular data cleansing and enrichment routines are entrenched in normal business operation.

 Adoption, best practice usage and data integrity

• Define data best practice, monitor data integrity and work with the Super User community, system administrators and any other parties to improve data quality wherever possible;
• Support all designated business managers to ensure the full CRM solution is being used and the businesses are optimising the return on investment in Salesforce and other CRM platform components;
• Ensure that reports and dashboards are fit for purpose and fully utilised to drive adoption and usage of the system;
• Monitor adoption and design / implement initiatives to improve it;
• Develop and report KPIs to track, analyse and report to regional management and Sales Operations on adoption and data integrity.

 Training

• Build and maintain top quality training material from New Starter on boarding through to refresher / advanced training modules;
• Deliver end user, super user and manager training;
• Work with the business to identify and establish a Super User community.

 This list is not exhaustive and there may be other activities you are required to deliver.

Skills, Experience & Qualifications Required

• CRM Manager with a track record of driving the adoption of Salesforce and, preferably, Salesforce certified;
• Demonstrable understanding of integrated billing systems is essential (FinancialForce experience is beneficial);
• Senior stakeholder management and relationship building;
• Tailoring CRM technologies to meet required sales and marketing processes and drive best practice;
• Demonstrable change management and compliance experience;
• Strong analytical and problem solving skills;
• Proactive self-development to stimulate a broad knowledge of wider Salesforce capabilities and their potential benefits;
• Business Analysis experience including process mapping and requirements gathering;
• Experience of developing and delivering user training.

Ascential’s Supporting Beliefs

• FOCUS - we ruthlessly prioritise and always keep things simple

• ALL IN - once we commit we deliver, with a clear focus on outcome

• TRUSTWORTHINESS, TRANSPARENCY & OPENNESS - transparency inspires trust …and empowers

• BE CREATIVE – we are smart, pro-active innovators

• FACTS- we always use data & insight to inform our work

• EMPATHY – we can be relied upon for fairness and consideration

• NO SILOS - one team, one face, one reputation