CRM Implementation Specialist (PM)

Closing date for applications: 19/02/2020
Specialist role
Programme manager
Summary of the work
Overall implementation of systems integration for CRM application Development and maintenance of the CRM Project Plan, RAIDS etc Liaison and influence project team to deliver to plan including IT and Digital. Liaising and management of selected supplier to deliver project to time and within budget
Latest start date
Expected contract length
2 Year Fixed Term
Organisation the work is for
London Borough of Tower Hamlets
Maximum day rate
Please specify required day rate
Early market engagement
Who the specialist will work with
The specialist will primarily support the Customer Services Director Senior Responsible Owner (SRO) to ensure that the CRM project delivers its business objectives and benefits. The CRM Implementation will be across 3 separate phases and touch on most aspects of the council interaction with customers.
What the specialist will work on
The CRM Project will be delivered across the Council and will include process design through to implementation, testing and training, transition to Go Live and hand back to BAU. The CRM Project Manager will be responsible for the end to end delivery of the CRM application in terms of time, cost, quality and benefits. The CRM Project Manager must be able to develop relationships with all key stakeholders including the SRO and keep them abreast of progress on a regular basis to ensure delivery to the Customer Target Operating Model (TOM).
Address where the work will take place
Tower Hamlets Council Town Hall Mulberry Place 5 Clove Crescent E14 2BG
Working arrangements
Monday to Friday, 35 working hours
Security clearance
Additional terms and conditions
This role is outside of IR35
How many specialists to evaluate
Cultural fit criteria
• Be transparent and collaborative when making decisions. • Take responsibility for their work and measure progress by what you deliver. • Share knowledge and experience with other team members. • Get a working product in the hands of users early and often
Assessment methods
Evaluation weighting
Technical competence 60% Cultural fit 10% Price 30%
Essential skills and experience
  • Extensive experience in leading CRM project delivery within complex organisations
  • Significant experience of managing complex data and CRM projects
  • System integration/interface delivery experience
  • An in depth understanding of all aspects of CRM and CRM delivery
  • Expert in multiple project and programme management approaches / methodologies including Waterfall, Agile and Theory of Change.
  • Extensive knowledge of a range of quality, performance and project management tools and techniques eg estimation, planning and benefit mapping.
  • Extensive knowledge of business analysis and requirements gathering using a range of quality business analysis tools and methodologies.
  • Demonstrable experience of initiating and leading complex CRM projects with significant change management elements within a large, political, organisation.
  • Recognised formal practitioner qualifications in project and programme management or similar by experience (e.g. MSP, APM, Agile PM, DSDM PRINCE2, certified change management or equivalent).
  • Extensive experience of dealing with managers and staff at all levels and across organisational boundaries; building relationships in order to achieve agreed objectives.
Nice-to-have skills and experience
  • Demonstrate a high degree of self-motivation, resourcefulness and flexibility with a pro-active approach to problem solving.
  • Proven ability to motivate others and take teams ‘with them’ on a change journey
  • Able to lead a matrix managed team and provide support and constructive challenge to senior colleagues.
  • Proven ability of bringing creative solutions to problems
  • Experience of working in a politically sensitive environment.
  • Able to present complex issues clearly and concisely, both orally and in writing, and to develop appropriate promotional material.

Closing date for applications: 19/02/2020

CRM Implementation Specialist (PM)

Closing date for applications: 19/02/2020

Specialist role:

Programme manager




London Borough of Tower Hamlets

Maximum day rate:

Please specify required day rate

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