2893 CRM Technical Analyst - Moat Homes

CRM Technical Analyst

Moat Homes 

• Role: CRM Technical Analyst
• Hours: 35 hours per week, Monday-Friday
• Salary: £47,104-£58,880 per annum (salary offered dependent on experience)
• Contract: Permanent

You’ll be joining the Data & Technology team at an exciting time as we are growing to support Moat’s ambitious priorities and strategy. You will play a critical role in managing, optimising, and supporting the customer relationship management system, working closely with cross functional teams to ensure our CRM aligns with business objectives. We support agile working, so you’ll be provided all IT equipment to work flexibly between your home and at our Dartford office.

Who are we?

Moat are one of the top 30 housing associations in England, with homes spread across London, Kent, Essex and Sussex. Our financial strength puts us in a good position to rise to challenges and plan for the future. We have just released our new corporate strategy, so it’s an exciting time to join Moat!

This involves being bold and ambitious, investing in new and existing homes, putting safety and quality first. We also deliver for and with our customers through our new Customer Engagement strategy, which will help us to deliver the requirements of the Social Housing White Paper. We are also proud to announce that we have been awarded an accreditation for ‘The Sunday Times Best Places to Work’ 2023, based on our employee feedback.

Your key tasks will include:

• CRM Management: Overseeing the day-to-day operation and maintenance of the CRM system, ensuring data accuracy, system reliability, and optimal performance.
• Customisation and configuration: Customising and configuring the CRM system to meet specific business needs, including creating integrations, workflows, reports, and dashboards.
• User Support: Providing technical support and training to CRM users, troubleshoot issues, and ensure effective utilisation of the system.
• Impact Assessments: Carrying out impact assessments against qualitative updates and new version releases to identify processes or functions that may be impacted by updates, and to identify opportunities to adopt new functionality that may benefit Moat.
• Integration: Collaborating with the data & technology team to integrate with other systems and/or applications to streamline processes and deliver accurate data to users of the system.
• Release Management: Working in collaboration with data & technology and business stakeholders, agree, package, and deliver releases to the CRM in line with business priorities.
• Process Improvement: Identifying opportunities for process improvement and automation within the CRM system.
• Security Compliance: Ensure the CRM system complies with data security and privacy regulations or law and implement any necessary security measures to maintain compliance.
• Documentation: Creating, maintaining, and storing comprehensive documentation of CRM configurations, integrations, processes, and workflows.
• Reporting: Generating and distributing regular and ad-hoc reports to provide insight into customer / user behaviour and performance metrics.
• Innovation: Researching and identifying opportunities for AI and automation that improve the customer’s journey and/or improve the efficiency of internal colleagues.

We're looking for someone who has:

• Experience in CRM administration and configuration
• Good understanding of ITIL: incident management, change management, capacity management, service transition, service operations.
• Strong analytical and problem-solving skills
• Detail oriented with a focus on data accuracy
• An understanding of DevOps
• Familiarity with data security and compliance standards
• An ability to work both independently and collaborative in a team
• Experience working in environments using Scrum, Kanban, or Agile
• Experience working with and using APIs and SQL

In return, you will receive:

A range of benefits. For more info, check out our employee benefits video here: Our employee benefits: what we can offer you - YouTube

Want to know more about Moat? Check out our social media feeds! Twitter: @moathomes Instagram: @moathomes

Interested in applying? We want to hear from you! If interested, please apply by 11pm on Tuesday 2 April 2024 by submitting an application on our website using the link provided.

We encourage you to apply early, as we may close the advert before this date if we receive good interest. We're looking forward to reading your application!

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