Role Purpose 

The Business Process Improvement & Information Technology Department (BPI & IT) at Enterprise Ireland is seeking an experienced CRM Platform Lead to join us on our transformative journey. We oversee a diverse portfolio of information systems, databases, websites, online client services, and a global network and communications infrastructure. Our team collaborates across the organization to develop and procure processes and technology that support our operational and strategic needs while safeguarding organisational and client data. 

This transformative journey includes an overhaul of our target operating model, a redesign of our technical architecture, and a strategic reconfiguration of our software platform landscape to meet future business objectives. A significant part of this journey will involve transitioning to a market Leading SaaS based CRM platform and Enterprise Data Management solution. 

Enterprise Irelands existing data and CRM infrastructure primarily consists of MS SQL Server Databases (On Premises and Cloud), Power BI Report Server (On-Premises), custom in-house developed CRM, Sales Force CRM for EI’s Overseas network, Oracle FMS, Office 365 (E5 license) and Sharepoint Document libraries. 

The CRM Platform Lead will be an integral part of the BPI & IT Department, significantly influencing the organisation’s data landscape. This role encompasses a wide range of responsibilities aimed at ensuring the CRM platform is effectively leveraged to meet the evolving needs of the organisation. 

The role encompasses managing, configuring, optimising, supporting, maintaining, and enhancing the CRM platform, for optimal performance and user satisfaction including overseeing user roles, profiles, and permissions to maintain data security and compliance. Responsibilities also include developing and maintaining workflows, process builders, and other automation tools to optimise business processes. Collaboration with the Data Management Team and various stakeholders is crucial in establishing effective data management policies and supervising CRM data operations to ensure data integrity and accuracy. Additionally, the role involves leading data integration and migration efforts, planning and managing data migration activities, and setting up automated data synchronisation principles. 

The CRM Platform Lead will be responsible for developing and maintaining reporting and analysis tools within the CRM platform, and for creating reports and dashboards that meet business needs. Ensuring the security and compliance of CRM data requires close cooperation with the Cyber and Information Security Team to implement strong security measures and disaster recovery protocols. Staying current with the latest CRM features and best practices is essential, contributing to ongoing improvement and innovation within the organisation. 

Key Responsibilities

These responsibilities ensure that the platform is reliable, accessible, and ready for use with data security measures to protect sensitive information and comply with regulations. 

 CRM Platform Administration 

• Manage and maintain the CRM platform, ensuring optimal performance and user satisfaction. 
• Implement and manage user roles, profiles, and permissions to ensure data security and compliance. 
• Develop and maintain workflows, process builders, and other automation tools to streamline business processes. Actively monitor workflows and resolve issues that arise. 
• Collaborate with the IT Solution Architect and technology teams to integrate the CRM Platform with other organizational systems. 
• Regularly monitor and review updates, patches, and new features released for the primary platform and associated applications. 

Data Governance & Compliance 

• Collaborate closely with the Data Protection, Security, Data Management teams to formulate, supervise, enforce and continuous assess a comprehensive Data Governance Strategy. 
• Work with the Data Protection Officer to ensure adherence to data protection and privacy regulations and policies such as GDPR or DPA. 
• Apply and uphold rigorous security measures to prevent unauthorised access and breaches through encryption, access controls, and regular security audits. Apply secure Apps and API security with authentication methods, access controls and monitoring strategies. 
• Maintain and review data encryption protocols to secure CRM data both at rest and during transit. 
• Implement and oversee robust data backup procedures and develop a CRM data recovery plan as part of the broader Disaster Recovery Plan. 
• Establish a framework for interpreting and categorizing CRM data and address data quality issues proactively. 
• Develop and maintain CRM data dictionaries, specifications, and other necessary documentation. 
• Monitor and manage data quality, ensuring data integrity and accuracy within the CRM platform. 
• Appoint specific individuals or teams as custodians of CRM data and clearly outline their responsibilities for data stewardship. 
• Identify data contributors and implement measures to ensure accountability for the data they input or manage. 

Integration and Data Migration 

• Lead data integration and migration activities, ensuring data consistency, integrity, and availability. 
• Establish principles regarding the use of automated processes for data synchronization, ensuring near real-time data access across the organizational data landscape. 
• Plan and oversee data migration activities, providing expertise on data cleansing, mapping, validation, and verification during transitions. 
• Actively monitor integrations and resolve any issues that arise. 

Reporting and Analytics 

• Provide leadership on the availability of accurate, well-structured CRM data to drive actionable insights, inform strategic decision-making, and optimize business processes. 
• Develop and maintain CRM reports and dashboards to support business needs. 
• Utilize the CRM platform’s reporting capabilities to deliver self-service reporting assets and enable business power users to perform ad-hoc analysis. 

Collaboration 

• Actively engage with the broader BPI&IT team to understand their business needs and provide the necessary infrastructure and tools to support their tasks and projects. 
• Foster collaboration across different teams and departments to ensure that the Platform features align with organizational goals. 

Training and Support 

• Thoroughly document all data processes and procedures. Maintain a comprehensive knowledge base to ensure compliance with regulatory requirements and facilitate knowledge sharing. 
• Provide support and training to the greater BPI&IT to enhance their understanding and capabilities of the platform. 

Functional Competencies

These competencies are essential for a CRM Platform Lead to effectively manage and optimize the CRM platform, crucial for a large business. They ensure data integrity, security, and efficient user access, streamlining operations and enhancing productivity while supporting the platform’s growth with the business. 

Experience 

• A significant level of experience in a leading role on a major cloud-based CRM platform is essential. 
• Proven experience in CRM platform administration and optimisation (Salesforce, Microsoft Dynamics, or another leading SaaS-based CRM) is essential. 
• Strong understanding of data management principles, including governance, compliance, security and reporting is essential. 
• Experience in developing and maintaining reporting and analysis tools within a CRM platform is essential. 
• Ability to create reports and dashboards that align with business needs is essential. 
• Demonstrated success in managing and improving a CRM system for a large-sized company is essential. 
• Completion of an advanced relevant certification in a CRM platform (e.g., Salesforce CRM - Certified Advanced Administrator, Dynamics CRM - Finance and Operations Apps Solution Architect Expert) is essential. 

Education: 

• Bachelor’s degree in computer science, engineering or a related field is advantageous. 

How to Apply

To apply, please click on 'Apply For Job' and attach both your CV and Supporting Document (Application Form)

Please note that both documents must be uploaded before the closing date of Tuesday 15th April at 3pm for your application to be considered.