Address
Form of work
SalaryJob Description
Overview:
Defence Relationship Management (DRM) is an Arm’s Length Body which was formed in 2014 to deliver professional Employer Engagement and Employer Support on behalf of the UK Ministry of Defence, including relationship (account) management of the Armed Forces Covenant (AFC) signatories and running the Defence Employer Recognition Scheme (ERS).
Job Purpose:
The MIS Manager will be responsible for the overall management of the B2B Salesforce database to enable development and analysis of a comprehensive view of defence employer engagement by DRM and Ministry of Defence (MoD) user communities.
Background/Experience/Qualifications:
a. Essential
i. Data management skills - experience of working with large volumes of data at a detailed level and ability to provide a high level of insight, relating to both user needs and data outcomes.
ii. Communication and engagement skills - strong communication and influencing skills and ability to manage needs of a diverse local and remote user group.
iii. Can demonstrate experience in project management ideally in an agile environment.
b. Desirable.
i. Salesforce experience (including reporting functionality), ideally including:
• Sales Cloud
• Marketing Cloud Account Engagement (Pardot)
• Experience Cloud (Communities)
• Surveys and Feedback Management
• Competent in the use of bulk data tools – Data Loader
ii. 2 years’ experience working as a CRM (Salesforce Ideally) systems manager or senior admin, with experience supporting marketing, customer insight and/or account management teams.
iii. Experience in delivering or facilitating training.
iv. Experience of data planning and creating data strategy programmes.
Primary duties
a. Manage Salesforce CRM in accordance with business requirements identified by DRM and regional stakeholders.
b. Plan and deliver database enhancements to support DRM business priorities and targets, supported by AD Research and Intelligence. Liaise with user groups, The Council of Reserve Forces' & Cadets' Associations (CRFCA) AD CIS and external suppliers where appropriate on matters of service continuity and system performance and improvement.
c. Conduct periodic data quality reviews and implement solutions/flag issues as required to the relevant internal stakeholders when data quality issues arise.
d. Support AD Research and Intelligence with periodic re-accreditation of the Salesforce system in conjunction with CRFCA AD CIS.
e. Establish and implement robust testing procedures for all changes to system configuration, and communicate planned and actual changes to users.
f. Proactively promote best practice system use and identify training needs for Salesforce user groups to support desired behaviours and outcomes. Lead development and delivery of training materials and conduct training as appropriate with the support of MIS Coordinators.
g. Proactively engage with Central and Regional DRM teams to understand data reporting requirements (including SLA/MoE reporting requirements that require MIS input).
h. Build Salesforce reports based on user and other defence stakeholder requirements with the support of MIS Coordinators and provide insights using Salesforce functionality.
i. Own and manage day-to-day relationship with Salesforce supplier contacts on resource issues, and matters of system functionality and security (contract/performance management to be sat with AD R&I).
j. Troubleshoot and resolve Salesforce data and functionality issues.
k. Undertake any other reasonable task as set by your Line Manager in support of overall DRM outputs.
Personal Attributes:
a. Ability to prioritise tasks and time manage effectively with recognition of where influence and authority lies.
b. Excellent attention to detail. Flexible and responsive to tasking and direction, with a high level of commitment to succeed.
c. Strong team player, able to take the lead as data expert for the organisation, become a strong MIS advocate, and promote best practice across both internal and external teams.
Applications should comprise:
• A current CV.
• A short covering letter of no more than two sides demonstrating how they meet the essential requirements of this job and why they consider themselves suitable for the position, indicating their interest and motivation to assume this role.
Applications without a cover letter will not be considered.
Defence Relationship Management (DRM) is an Arm’s Length Body which was formed in 2014 to deliver professional Employer Engagement and Employer Support on behalf of the UK Ministry of Defence, including relationship (account) management of the Armed Forces Covenant (AFC) signatories and running the Defence Employer Recognition Scheme (ERS).
Job Purpose:
The MIS Manager will be responsible for the overall management of the B2B Salesforce database to enable development and analysis of a comprehensive view of defence employer engagement by DRM and Ministry of Defence (MoD) user communities.
Background/Experience/Qualifications:
a. Essential
i. Data management skills - experience of working with large volumes of data at a detailed level and ability to provide a high level of insight, relating to both user needs and data outcomes.
ii. Communication and engagement skills - strong communication and influencing skills and ability to manage needs of a diverse local and remote user group.
iii. Can demonstrate experience in project management ideally in an agile environment.
b. Desirable.
i. Salesforce experience (including reporting functionality), ideally including:
• Sales Cloud
• Marketing Cloud Account Engagement (Pardot)
• Experience Cloud (Communities)
• Surveys and Feedback Management
• Competent in the use of bulk data tools – Data Loader
ii. 2 years’ experience working as a CRM (Salesforce Ideally) systems manager or senior admin, with experience supporting marketing, customer insight and/or account management teams.
iii. Experience in delivering or facilitating training.
iv. Experience of data planning and creating data strategy programmes.
Primary duties
a. Manage Salesforce CRM in accordance with business requirements identified by DRM and regional stakeholders.
b. Plan and deliver database enhancements to support DRM business priorities and targets, supported by AD Research and Intelligence. Liaise with user groups, The Council of Reserve Forces' & Cadets' Associations (CRFCA) AD CIS and external suppliers where appropriate on matters of service continuity and system performance and improvement.
c. Conduct periodic data quality reviews and implement solutions/flag issues as required to the relevant internal stakeholders when data quality issues arise.
d. Support AD Research and Intelligence with periodic re-accreditation of the Salesforce system in conjunction with CRFCA AD CIS.
e. Establish and implement robust testing procedures for all changes to system configuration, and communicate planned and actual changes to users.
f. Proactively promote best practice system use and identify training needs for Salesforce user groups to support desired behaviours and outcomes. Lead development and delivery of training materials and conduct training as appropriate with the support of MIS Coordinators.
g. Proactively engage with Central and Regional DRM teams to understand data reporting requirements (including SLA/MoE reporting requirements that require MIS input).
h. Build Salesforce reports based on user and other defence stakeholder requirements with the support of MIS Coordinators and provide insights using Salesforce functionality.
i. Own and manage day-to-day relationship with Salesforce supplier contacts on resource issues, and matters of system functionality and security (contract/performance management to be sat with AD R&I).
j. Troubleshoot and resolve Salesforce data and functionality issues.
k. Undertake any other reasonable task as set by your Line Manager in support of overall DRM outputs.
Personal Attributes:
a. Ability to prioritise tasks and time manage effectively with recognition of where influence and authority lies.
b. Excellent attention to detail. Flexible and responsive to tasking and direction, with a high level of commitment to succeed.
c. Strong team player, able to take the lead as data expert for the organisation, become a strong MIS advocate, and promote best practice across both internal and external teams.
Applications should comprise:
• A current CV.
• A short covering letter of no more than two sides demonstrating how they meet the essential requirements of this job and why they consider themselves suitable for the position, indicating their interest and motivation to assume this role.
Applications without a cover letter will not be considered.
