Head of CRM

Columbia Threadneedle Investments
London, United Kingdom
26 Jul 2022
25 Aug 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
About Columbia Threadneedle Investments

About Columbia Threadneedle Investments

You'll find the promise we make to our clients is the same one we make to our employees: Your success is our priority.

Here, you'll find growth and career opportunities across all our businesses. We're intentionally built to help you succeed. Our reach is expansive with a global team of 2,000 people working together. Our expertise is diverse with more than 450 investment professionals sharing global perspectives across all major asset classes and markets. Our clients have access to a broad array of investment strategies and we have the capability to create bespoke solutions matched to clients' specific requirements.

Columbia Threadneedle is a people business and we recognise that our success is due to our talented people, who bring diversity of thought, complementary skills and capabilities. We are committed to providing an inclusive workplace that supports the diversity of our employees and reflects our broader communities and client-base. We welcome applications from returners to the industry.

We appreciate that work-life balance is an important factor for many when considering their next move so please discuss any flexible working requirements directly with your recruiter.

Job Purpose Statement

The Head of CRM will evolve CTI's customer relationship management platform to provide excellent customer experience, world class customer service and capture client behavior across all key touchpoints.

The Head of CRM role is key in supporting CTI's customer retention and acquisition goals, data driven distribution strategies and financial goals

Role Responsibilities

How you'll spend your time....
  • Own and lead the strategy, design, and roadmap of the global Salesforce CRM platform, understand the global business and user's needs, and deeply identify with internal partners and external customers to provide a world-class user experience.
  • Collaborate closely with a matrix of global business leaders, technologists, information management, analytics, operations, UI/UX designers, training, and compliance to create a compelling human-centered CRM solution that drives sales and delivers world class customer service.
  • Coordinate and sync CRM initiatives across different internal teams, executive stakeholders, and business units, by establishing a shared vision and getting buy-in.
  • Collaborate with technology peers and leaders to integrate and position CRM in the global technology ecosystem.
  • Navigate complex global legal, privacy, security, and compliance requirements in a highly regulated industry.
  • Bridge business and technical considerations that result in innovative and compelling solutions.
  • Define priorities of CRM initiatives and collaborate with engineers to develop the solution. Overcome roadblocks and evaluate trade-offs when appropriate.
  • Utilize expert understanding of business processes, strategy, and evolving regulatory impacts to identify industry trends and make recommendations on how to enhance or change the existing business processes. Identifying IT capabilities required to support the business processes.
  • Communicate frequently business leadership to ensure needs are understood and IT updates are communicated on a consistent basis.

Key Capabilities

To be successful in this role you will have....
  • You have 15+ years of relevant IT experience.
  • You have 7+ years work experience as CRM Leader.
  • You have 5+ years of experience championing organizational change, e.g., leading initiatives, products, services, or interactions.
  • Strong verbal and written communication skills with ability to present complex information in understandable way to all levels of the organization.
  • Quickly establish rapport, credibility, trust, and respect throughout the organization at all levels.
  • Can work independently with little direction or direct supervision.
  • A bachelor's degree in Computer Science, Information Systems, or equivalent.

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