Position Purpose: 

The CRM Lead is responsible for maintaining, optimising, and enhancing RPM’s CRM platform (Salesforce) to ensure it effectively supports the end-to-end customer and user journey. The role balances business-as-usual administration (70%) with small to medium project initiatives (30%), driving continuous improvement, system alignment, and operational efficiency across the organisation.

Key Responsibilities & Accountabilities: 

Sales & Financials 

• Responsible for the integration of CRM systems with sales processes to optimize lead management, sales forecasting, and revenue tracking. 
• Collaborate with Management of all divisions (Finance, Client Services, Marketing, Sales, Research) to understand their requirements and customize the CRM system to enhance the customer/sales experience . 

Customer & Stakeholder Management 

• Provide regular updates to project team/stakeholders and ensuring that all phases of implementation are processing as planned 
• Regularly audit and monitor data integrity within the CRM system, ensuring accuracy, completeness. 
• Work closely with our customer-facing teams to identify opportunities for improving customer experience and satisfaction. 
• Work with different non-client facing divisions that utilise the CRM to understand where the end-to-end process can be streamlined. 
• Maintain effective and beneficial working relationship with third-party suppliers and any outsourcing partners.  

People, Culture, Leadership

• Support training to CRM users across different departments, ensuring our users understand and maximise the capability of Salesforce. 
• Effectively collaborate with the BD team and managers of core user groups to align the CRM strategy with the RPM strategy and enterprise architecture. 
• Champion the Salesforce CRM system, instilling a culture of seamless collaboration through the use of our CRM. 
• Develop a group of superusers/focus group to assist with the optimization of the CRM  

Systems, Processes, Reporting & Insights 

• Manage the implementation and customization of the CRM system to meet organizational needs and drive process efficiencies. 
• Develop and maintain robust reporting and analytics capabilities within the CRM to facilitate data-driven decision-making. 
• Establish data management protocols, ensuring data integrity, security, and compliance with regulatory requirements as per business requirements.  
• Develop & maintain reports and dashboards to support the delivery of business key metrics 
• Develop analysis and reporting capabilities, coordinating any new management processes as required. 
• Perform release evaluations and execute new functionality roll outs 
• Work with departmental colleagues to devise new workflows and processes 
• Maintain the health and stability of Salesforce Platform, software updates, advanced User Management, security, and best practice. 
• Ability to comprehend and map business processes to Salesforce functionalities 
• Proficiency in customisation through configuration and development/automation tools: 
  • Experience with Salesforce Flows – basic creation, adaptation of existing flow as required 
  • Experience building reports and dashboards 
  • Experience managing Sharing Settings, Permission Set Groups and general platform security. 
• Experience with Dynamic Actions, Lightning Page layouts, object configuration 
• Experience maintaining LWC visual forced pages, Apex classes and triggers 
• Experience with visual studio code, postman and similar tools 
• Experience with Software development lifecycle  
• Knowledge of middleware tools 
  • Support Integrating Salesforce with external systems  
  • Experience in leveraging “Make” as middle software  
  • Experience in third party document/form solutions (Formstack)  
  • Demonstrate proficiency in CRM data management including importing, exporting, updating and deleting mass data (DataLoader) 

Business Development, Strategy and innovation 

• Work closely with leadership to align CRM strategies with overall business development and growth initiatives. 
• Drive innovation in CRM processes and technologies to stay ahead of industry trends and enhance organizational competitiveness. 
• Collaborate with stakeholders to develop and implement strategic plans for CRM evolution and optimization 
• Manage and support any software integration with the Salesforce CRM system 
• Research, evaluate and recommend new technologies to support the growth and strategic direction of the business 
• Managing new releases of SalesForce and performing regular impact analysis. 

Qualifications & Experience: 

• 5+ years of CRM management experience with packaged software or custom development implementations (Certified Salesforce.com Admin or Developer) 
• Competent with API integrations, middleware tools and document/form solutions 
• Experience or an understanding of SQL, JavaScript and HTML would be desirable 
• Extensive experience in data modelling, process mapping and specification documentation 
• Experience working with a large customer data bases 
• Understanding of an end-to-end sales journey 
• Proven track record of liaising with a wide range of colleagues and building and maintaining effective working relationships.  
• Experience working with third party web agencies on integrations 
• Competent with project management tools and methodologies 
• Ability to effectively plan, prioritise and report on tasks & projects  
• Excellent interpersonal skills to support both technical and nontechnical personnel at all levels, throughout the organisation  
• Must have a strong dedication to customer service