CRM Practice Lead


  • Fitzroy, Victoria

  • Published : 2023-01-19
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Job Description

  • Job Title CRM Practice Lead


About the Role


The CRM Practice Lead is responsible for leading and growing our CRM practice and helping our organisation design and deliver best practice and market leading CRM solutions for our clients. Your role will involve providing leadership support enabling our team across best practice implementation, enablement and delivery ensuring successful outcomes for all clients.

The CRM Practice Lead inspires a high performing, professional and passionate team to deliver results and satisfaction to clients. They mentor those around them and maintain enthusiasm within the team. They build strong client relationships through client service excellence.

Key Responsibilities:

Consultancy and Solution Leadership

  • Define and lead the CRM offering and solutions for our clients
  • Working with our clients in an advisory capacity to help them accelerate value from Salesforce Technology
  • Design and implement best practice processes to ensure the teams are delivering best practice solutions
  • Lead and train our team and clients on CRM concepts and best practices
  • Lead the team to design and deliver successful projects and programs of work. On time, within budget and quality solutions to our clients
  • Lead teams to learn and then deliver pioneering projects utilising new capabilities from Salesforce
  • Present and demonstrate technology capabilities and solution architecture, where necessary building or leading teams to build proof of concepts
  • Lead a team of internal and external resources in CRM delivery; coach and mentor junior staff to increase business knowledge and technical expertise
  • Implement best in class tools to execute on current and future business strategies
  • Pre-sales Leadership

  • Input to revenue and growth target, working closely with our client service teams to help accelerate deals and onboard happy clients
  • Own, lead and contribute to RFI and RFP responses provide solution definitions and explanations, costings and delivery plans
  • Defining CRM strategy, structure, roadmaps and solutions including estimates and fully costed proposals
  • Leadership and Management

  • Lead the CRM team to meet Bower House Digital’s expectations for productivity, quality, continuous improvement, and goal accomplishment
  • Ensures all output from the team is of the highest quality
  • Manage team utilisation, capacity and profitability
  • Standardise and automate existing business processes improving efficiency and effectiveness and ensures they are complied with
  • Escalates issues and concerns to the Technical Director in a timely manner
  • Implement & help maintain effective and comprehensive reports status (budget/delivery) of all projects
  • Provides strategic direction for clients and acts as a SME Future Guide
  • Assist the senior business leaders in developing, executing and communicating the business vision, mission and goals
  • At all times leads by example: high quality and execution
  • Provide subject leadership and inspiration to clients and team
  • People Management:

  • Provide day to day coaching & professional development, including weekly 1:1 meetings
  • Maintain oversight and direction over the team's workload, training, and annual leave
  • Inspires and grows team, coaching and managing them to their maximum potential
  • Completes annual performance reviews and supports teams professional development
  • Ensures the business values are reflected in the work we do
  • Embodies a culture of continuous improvement
  • Required Skills & Experience:

  • 10+ years of experience building CRM & enterprise applications on Salesforce
  • 5+ years experience managing and leading Salesforce teams
  • Deep knowledge and experience utilising a wide array of Salesforce technology
  • In depth knowledge of strategy and operations related to technical consulting and delivery of projects
  • Experience in implementing process and change management within agency environment
  • Ability to communicate effectively and create strong relationships across multiple teams, partners and clients, from C-suite level to line manager to architect
  • Experience in working and managing Agile and Scrum teams
  • Extensive knowledge of best practice design, solution and implementation methodology
  • Stay up to date with the latest features on the functionality of the Salesforce stack and disseminate across the teams
  • Outstanding verbal and written communication skills

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