Cormac Craig Email & Phone Number

Design, plan, and lead the implementation of specific projects and initiatives in support of the CRM strategy, identifying and capturing the expected benefits.Define the roles and responsibilities of programme team.Define and track high level & low level programme project plan.Co-ordinate the various aspects of project governance, including facilitation of decision making, managing key forums and meetings, tracking and addressing issues and risks, tracking and reporting progress against milestones, budgets and deliverables.Manage the collection and analysis of information to drive status reporting across all key programmes, and communicate status up to senior management team and other governing bodies.Lead business engagement and management of communications with all stakeholders.Adhere to defined PMO processes, standards & policies.

Own delivery of CRM Workforce Optimisation upgrade project; managing vendor, delivery partner, managed service, and in-house development tasks, in line with CRM delivery strategy.Work closely with Technology Architects, Business Stakeholders, and the CRM Capability team, to provide efficiencies in managing technical change and to shape and negotiate business requirements based on solution options.Shape and define CRM Capability roadmaps through an understanding of the business's drivers and the technical enablers to support them.Work with CRM Capability team and Business Stakeholders to produce and validate technical and business documentation such as Business Requirements and Solution Design.Provide technical expertise and recommendations in assessing new IT software projects and initiatives to support and enhance existing systems.Assist in producing, reviewing and approval of test plans and provide defect resolution support during solution testing.

Responsible for delivery of CRM and Marketing Capability in line with company-wide strategy and project delivery timelines.

Responsible for the day to day management of the core Base Management systems including CRM systems and data infrastructureOwn key processes around Base Management CapabilityAct as a first line of support for the in-life Base Management capabilities. Own the resolution of issues if they are being addressed by other support channelsOwn the Base Management data strategy ensuring all activities are compliant with Data Protection legislationBe the key point of contact for all external technology vendors used by the Base Management teamBe the single owner and point of contact for the Base Management capabilities roadmap.Drive the delivery of the Base Management Capabilities roadmap, e.g. CRM, Contextual MarketingLead evaluation of existing base management tools and systems to determine if new or updated functionality is needed, based on the strategic objectives and business requirementsSupport project and programme managers on a day-to-day basis to ensure that they have the necessary resource available to them, can manage issues, are aware of ongoing risks and deliver their activities to the agreed plan and quality indicatorsProvide subject area knowledge based on capability knowledge and provide consultancy to the business where appropriate to assist in delivering the strategic objectives

Dublin

CRM Strategy Development

Dublin, Ireland

Responsible for ensuring all customer contacts are within consent and business contact rules.Responsible for querying customer complaints regarding unsolicited contact and ensuring rules are updated to prevent this recurring.