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CRM Technical Specialist

Location
Crawley, West Sussex  Further Information
Job Type
Information Technology
Ref
136504
Salary: Competitive plus excellent benefits
 
Contract: Permanent

Hours: 37.5 hours per week, Mon - Fri 09:00 - 17:30
 
Location:  The Base, Crawley - West Sussex
 
Closing Date: 31st July 2017

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In a nutshell

In this role the CRM Tech Specialist is the Technology owner of Virgin Atlantic’s B2C Customer Relationship Management platform – built using Microsoft Dynamics and Azure Services.

This role has both operational and strategic responsibilities with the candidate required to act as a lynch pin between the business owner of the CRM, our user base and the IT Services technology team that support the application. The tech specialist will ensure that the technical roadmap for our CRM aligns to the business change plan and strategy.

On a day to day basis, the CRM Tech Specialist will help to co-ordinate small to medium scale change, assess and plan future activities (e.g. Dynamics 365 twice yearly upgrades) and chair our CRM change board.

Day to day

Working with the business owner and end users to identify, assess and prioritize small to medium changes required within the CRM Platform

Oversee the implementation of these changes by the VAA CRM Support Team, based within our IT Services Organisation

 

Oversee the implementation of twice yearly upgrades to the CRM Platform and any underpinning or supporting subcomponents

 

Work with VAA’s regression testing service to plan and monitor execution of testing activities prior to releases being implemented

 

Ensure that proposed changes align to internal security controls and guidelines, particularly where a change impacts, or utilizes customer data

Where necessary, work with the IT Services organization to obtain the appropriate approvals for CRM releases (e.g. via the Change & Advisory Board) and assist with the creation / updating of key documentation for the platform

Manage the backlog (held within JIRA), facilitating our Business’ ability to carry out prioritised demand planning of features and changes

Work with the CRM Support Team and colleagues from Microsoft to ascertain new releases / upgrades and features

Create, update and manage a yearly plan for the CRM platform, incorporating upgrades, small to medium releases and maintenance activities

Chair the monthly CRM change board which will include building the agenda, tabling the proposed change items, recording outcomes and agreeing next steps

Attend monthly service reviews with the CRM Support Team, tracking progress against minor releases, problem tickets

Where appropriate, identify new innovative functionality or business use cases that may be applicable to CRM.

Working with IT Contracts, track CRM & Azure service consumption metrics and monitor these against pre-defined limits


About you

The ideal candidate for this role will have prior experience of configuring and modifying Microsoft Dynamics alongside supplier management as you’ll be managing and working with an outsource support provider.

 

You’ll possess a high level of drive and work with pace and resilience responding quickly in often challenging situations to offer expert and appropriate advice. As an excellent communicator with strong influencing ability and negotiation skills, you’ll have the capability to build and maintain strong and credible relationships as you’ll need to influence both business and technology stakeholders. 

 

It's desirable you have experience working in iterative development methodologies (e.g. Agile Scrum) and worked with tools such as JIRA alongside exposure to GDPR or marketing legislation. In addition to the above, if you’re comfortable working in a complex and multi-faceted environment and able to demonstrate a hands on and results oriented approach then we would welcome an application from you.

The perks

Our pioneering spirit and passion keeps our brand vibrantly alive. That's why we give our people the rewards that they deserve. We have a whole host of benefits in place to help you enjoy life to the full, as well as a world of travel opportunities including up to seven flights a year to a wide range of fabulous Virgin Atlantic global destinations. Beyond a whole world of travel opportunities, we also offer a competitive benefits package including pension and private medical schemes, life assurance, child care vouchers and excellent discounts across the Virgin Group of companies.

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To all recruitment agencies: Virgin Atlantic does not accept unsolicited agency CVs. Please do not send unsolicited CVs to our job openings or to Virgin Atlantic employees. Virgin Atlantic is not responsible for any fees related to unsolicited CVs.


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