Database Manager (Salesforce CRM)
Database Manager (Salesforce CRM)
Remote/London/Isle of Man
Contract Length: 6 months
About CRM & Performance Analysis
The Client Relationship Management (CRM) team are responsible for designing, delivering and running the system, along with delivering the CRM Vision, strategy and development roadmap for all our client segments within the Private Bank Business.
Overall purpose of role
The role holder as part of the CRM team will be responsible for assisting in the designing and delivering the Client Relationship Management (CRM) vision, strategy, development roadmap and commercial business cases for investment. Along with supporting the Private Bank business through the provision of regular reporting and analysis across a range of performance metrics. The key performance indicator (KPI) will be to drive sales, service and client engagement performance through the planning, implementation and measurement of best in class projects and initiatives. A strategic individual is required, as well as solid background in all areas of analytics, with the ability to be able to provide timely, accurate and insightful management information.
The role holder will proactively gather and assimilate data and insight, to help the business drive the client experience and commercial performance of its CRM operations. The role holder will utilise a comprehensive knowledge of the firm’s propositions, products and services coupled with an extremely strong understanding of all acquisition channels to deliver against the business lead, sales and conversion targets. And ensure all business channels are optimised from a profitability standpoint by developing robust, actionable bespoke reporting through our CRM tool.
Project Management & Business Improvement
The role holder will assist in the analysis and development/ implementation of the firm’s CRM capability. Driving the definition of business/functional requirements with proposition risk, client experience and relationship teams, supporting the CRM Manager with building robust business cases to obtain investment for initiatives and leading the implementation of new projects and enhancements will be key to driving success. As will, monitoring sales and service performance to inform the development, implementation and review of long and short-term strategies in line with the wider business plan.
Operations and Relationship Activity
The role holder will use refined influence and persuasion skills to get operational and relationship teams bought into initiatives and also get projects at the top of the strategic plan. Additionally, working with all fulfilment channels to launch new projects and campaigns, regularly reviewing operational performance by defining and monitoring performance indicators and putting in place plans to quickly turnaround performance will be critical to success. The role holder will gather feedback from all operational and relationship touch points and feed this into the right contacts to action and affect positive change.
Analytics and Sales MI
A key part of the role is the ability to be able to provide timely, accurate and insightful management information. The role will have a direct and immediate impact on business performance and therefore call for a combination of a strong analytical understanding, commercial awareness and ability to make things happen - informed by behavioural analytics and sales MI. The role holder will manage and use analytics and statistics to monitor behaviour, key trends and usage to shape improvements to processes, applications and the client journey.
There are no supervisory responsibilities in this role.
Stakeholder Management and Leadership
- Overseas Services business segments and specialist areas, Front Office Relationship teams, Propositions, Client Experience, Technology, Operations, Risk and Marketing Teams.
Decision-making and Problem Solving
- Action-oriented and organised,
- Ability to handle a number of tasks simultaneously and prioritise accordingly.
- Self-motivated, able to work on their own initiative and remain calm under pressure.
Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Barclays Policies and Policy Standards.
- Display high integrity and trust with excellent written and oral communication with ability to communicate across all levels
- Excellent interpersonal and influencing skills are essential to the role, as well as the ability to work as part of a team including virtual team setups
- Highly analytical, data savvy, commercially and customer focused individual is required with a sound understanding of all forms of CRM.
- Business development, sales and CRM driven individual who can lead internal clients and external vendors to drive performance.
- Extensive experience of managing the client journey and experience from prospecting, acquisition, on boarding through to cross-sales, up sales, retention and advocacy. They will demonstrate a logical and structured approach to achieving desired outcomes
- Demonstration of incepting, briefing and managing CRM process and functional improvements projects through to completion.
- Strong appetite for technology, innovation and continually reviewing new technologies and functionalities and a genuine interest in the latest thinking in this area, for example social enterprise.
Essential Skills/Basic Qualifications:
Ideally the candidate will have experience of Salesforce Sales Cloud and the salesforce.com CRM or alternative CRM
Desirable skills/Preferred Qualifications:
A high quality degree level education preferably related to business or technology and/or compensating experience.
The right candidate will have an excellent command of the English language with strong written and verbal communication skills.
Barclays is a British universal bank. We are diversified by business, by different types of customers and clients, and by geography. Our businesses include consumer banking and payments operations around the world, as well as a top-tier, full service, global corporate and investment bank, all of which are supported by our service company which provides technology, operations and functional services across the Group.
Everything we do is shaped by the five values of Respect, Integrity, Service, Excellence and Stewardship. Our values inform the foundations of our relationships with customers and clients, but they also shape how we measure and reward the performance of our colleagues. Simply put, success is not just about what you achieve, but about how you achieve it.
We aim to foster a culture where individuals of all backgrounds feel confident in bringing their whole selves to work, feel included and their talents are nurtured, empowering them to contribute fully to our vision and goals.
Our customers are unique. The same goes for our colleagues. That's why at Barclays we offer a range of benefits, allowing every colleague to choose the best options for their personal circumstances. These include a competitive salary and pension, health care and all the tools, technology and support to help you become the very best you can be. We are proud of our dynamic working options for colleagues. Where appropriate, and for UK based roles, we will consider requests that the role be based at alternative Barclays’ key UK location from that advertised.
Dynamic working gives everyone at Barclays the opportunity to integrate professional and personal lives. If you have a need for flexibility then please discuss this with the Hiring Manager.
Our dynamic working programme has been set up to help Barclays colleagues achieve an optimal work/life balance. Arrangements we offer range from working at home and changing regular hours to taking career breaks. Our Dynamic Working initiatives support colleagues at all stages of their lives, helping them with parenthood, caring, further studies and hobbies.