CRM Operations and Knowledge Manager

Our client are a global Executive Search firm specialising in providing top-tier talent solutions to their clients. As part of their strategy, they are seeking a contract based (6-8 months) Operations & Knowledge Manager to play a crucial role in ensuring efficient operations and effective knowledge management. This position will be vital in supporting our global teams and driving excellence in our processes and systems.

The role:

As the CRM and Knowledge Operations Manager, you will be responsible for supporting the growth of the business by driving efficiency and productivity through data analytics and process enhancement. You will collaborate with regional Team Coordinators, stakeholders, and external partners to align operations.

You will play a pivotal role in how to configure a CRM to drive business value and as such a deep understanding of Salesforce is required for this role.

Responsibilities:

Strategic Analysis:

• Liaise with Senior Management and provide insights into performance
• Collect inputs and outputs and publish performance metrics reports
• Provide analytical insights into concise presentations
• Work with Change champions to ensure alignment, drive enablement, remove bottlenecks to improve optimisation
• Act as the point of contact with our Salesforce Partners. Identify and help to design CRM features to measure and improve sales productivity

Operational Efficiency:

• Systematise best practices in the sales process and continuously improve critical workflows.
• Support wider business with dashboards and tools to automate and clarify sales forecasting and revenue team performance.
• Collaborate with cross-functional teams to streamline processes, identify automation opportunities, and implement tools to enhance efficiency.
• Act as an internal resource for sales analytics and issues, ensuring timely research and responses.
• Create documentation and training to support use of the CRM
• Ensure adequate training of new joiners
• Drive behaviour change through system improvements

Metric Tracking:

• Collaborate with stakeholders to define measurable goals and objectives for business initiatives.
• Monitor progress and provide regular updates to management.
• Ensure accuracy of all revenue data and recommend opportunities for improvement to business unit
• Ensure minimum data standards are adhered to across the CRM (Salesforce)

Other:

• Work with suppliers and the global team to manage security threats and raise tech/IT queries efficiently.
• Maintain awareness of compliance standards and drive adherence
• Additional Operational support as required

Knowledge, Skills & Experience:

• 2-4 years of experience in a Revenue Operations or Sales/Knowledge Operations role
• A proven track record in optimising sales processes
• Experience in managing and optimising Salesforce and sales technology tools e.g. docusign, pardot
• Strong analytical and problem-solving skills, with the ability to leverage data for informed decision-making
• Strategic thinker with the ability to implement and execute process improvements
• Excellent communication skills, both written and verbal, with the ability to present insights to stakeholders at various levels.
• Creativity in developing actionable recommendations for senior management.
• Self-starter with a high degree of motivation to go above and beyond.