CRM Specialist

Job Title: CRM System Specialist Role Overview This role sits at the centre of the organisation’s customer data and CRM strategy. As CRM System Specialist, you will take ownership of the SAP CRM platform, ensuring it remains accurate, efficient and fully utilised across the business. Beyond maintaining the system, you will act as the internal CRM champion, helping teams maximise the value of CRM through training, guidance and continuous improvement. You will play a key role in shaping how the business manages customer relationships, processes leads and uses data to drive decision making. You will also work closely with internal teams, IT partners and international colleagues to identify opportunities for automation, streamline workflows and introduce new system capabilities. This is an evolving role offering the opportunity to influence system development, lead improvements and help embed best practice across the organisation. Key Responsibilities CRM Ownership & Data Integrity - Manage the day-to-day operation and governance of the SAP CRM system. - Ensure customer account and contact data is accurate, complete and aligned with ERP records. - Maintain account segmentation, ownership and marketing attributes. - Identify and resolve duplicate or incomplete records. * Lead ongoing data quality reviews and improvement initiatives. System Improvement & Innovation - Identify opportunities to improve CRM processes, automation and reporting. - Propose and present system improvement ideas to enhance efficiency and user experience. - Test and support the rollout of new CRM work centres, features and integrations. - Support process mapping across customer journeys, lead management and communication workflows. - Work with IT and external partners to support upgrades and system development. CRM Reporting & Insight - Produce and maintain CRM reports to support operational performance and strategic decision making. - Provide insights into customer activity, sales pipeline performance and data quality. Lead & Customer Journey Management - Manage CRM lead processes including online registrations and visit report imports. - Ensure leads are assigned and followed up effectively by the sales teams. - Support the distribution and tracking of surveys and customer engagement initiatives. Training, Support & System Adoption - Act as the CRM ambassador for the business, promoting best practice and consistent system use. - Deliver CRM onboarding training for all new employees who use the system. - Provide refresher training and ongoing support for existing users. - Offer day-to-day troubleshooting and user guidance. - Encourage consistent use of pipelines, tagging, activities and segmentation across teams. Collaboration & Knowledge Sharing - Work with colleagues across departments to optimise CRM usage and processes. - Participate in international knowledge-sharing sessions to align with wider CRM best practices. - Contribute ideas and feedback to help shape the future development of the CRM platform. Wider Business Support - Support Business Services activities where required, including order processing, material management and data analysis. Knowledge & Experience Essential * Experience working with SAP CRM and ERP systems * Experience supporting system improvements or process change * Strong administrative and data management skills * Proficiency in Microsoft Office 365, Outlook and Teams Desirable * Experience in logistics or material management * Sales order processing experience Skills & Attributes * Strong attention to detail and data accuracy * Analytical thinker with problem-solving ability * Confident communicator and trainer * Comfortable presenting ideas and recommending improvements * Organised with the ability to manage multiple priorities * Self-motivated with the ability to work independently and collaboratively * Positive, proactive approach to continuous improvement Hours Monday – Thursday: 8:30am – 5:00pm Friday rotation: Week 1: 8:30am – 4:00pm Week 2: 8:30am – 1:30pm Salary & Benefits Salary: £X per annum Benefits include * Company pension * Private medical insurance (after 1 year) * 25 days holiday increasing annually (first 5 years) * Free parking * Annual attendance bonus * Group bonus scheme