The Royal Society of Chemistry seeks an experienced, strategic CRM Manager to join our Customer Team on an 18-month fixed term contract. This role focuses on Salesforce management and will position you as the strategic architect of our customer relationship approach. You'll lead a small team dedicated to building strong global customer relationships, enhancing operational efficiency, and supporting business growth across all our operating regions.

You will own the complete vision, strategy and roadmap for RSC's customer relationship management, with particular emphasis on optimizing our Salesforce platform to ensure effective customer engagement. Working with cross-functional stakeholders, you'll define excellence in customer relationship management and provide necessary training on best practices. Your strategies will prioritize relationship building and accountability at every customer touchpoint, with the goal of creating value through understanding customer needs, developing trust, and delivering exceptional service.

We're looking for a visionary CRM professional with Salesforce expertise who can transform our customer engagement approach and strengthen connections with our worldwide audience.

Key requirements:

• Proven experience of CRM best practice and trends, primarily Salesforce.
• Extensive knowledge of the Salesforce platform, including Sales, Marketing, and Service Cloud.
• Experience administering a large Salesforce/CRM implementation.
• Strategic and outcome-focused approach.
• Able to take a strategic approach to solution design, with proven ability to develop and execute tactical plans to support strategy; experienced in leading and delivering projects at both enterprise and operational levels.
• Able to shape and develop business opportunities, develop prioritised roadmaps, and present to board-level stakeholders to secure buy-in and approval for key initiatives.
• Experience in establishing governance processes for platform development, including prioritising development initiatives, managing change requests, and ensuring alignment with strategic goals.

This role is contractually based at our Cambridge office. However, we embrace flexibility at the RSC and offer hybrid working, which means our teams come together when they need to collaborate and for Team meetings. Any hybrid working arrangements need to be agreed with your line manager.

Applicants should be aware that there is an expectation that employees will attend our Cambridge office around 1-2 days a week depending on project need.

A full job description is available here. 

About the RSC

The RSC is a not-for-profit organisation whose mission is to advance chemical sciences. As a not-for-profit publisher, the RSC reinvests surplus funds back into the global scientific community, supporting our purpose to help the chemical science community make the world a better place.

The RSC strives to continuously innovate its product and services to adapt to market and customer needs, maintain relevancy and diversify revenues from journals. This requires a market-led and pragmatic approach to product and service innovation.

Benefits

At the Royal Society of Chemistry, we promote a healthy work/life balance and flexible working options across the organisation. We offer a comprehensive benefits package to all employees including:

• 26 days paid holiday per annum
• 35-hour working week with flexible options, to be agreed with your line manager
• Enhanced maternity and paternity leave
• Paid volunteering days
• Pension plan with up to 12% employer contributions (depending upon your contribution)

Visit our Work For Us website to learn more about us, our benefits, equal opportunities statement and inclusive culture pledge.

At the RSC, we recognise the benefits of a diverse workforce and welcome applicants from a range of backgrounds to apply. We particularly encourage applications from disabled and ethnic minority candidates.

As a part of the Disability Confident Scheme, we endeavour, where possible, to offer an interview to candidates meeting the essential criteria of the role, who have a substantial physical/mental impairment which impacts their ability to carry out day-to-day tasks.

We are committed to making our recruitment processes accessible to all and as part of this, we are flexible in the ways we give and receive information. If you would like to apply using a different format, please contact the Recruitment Team at jobs@rsc.org or on +44 (0) 1223 432229 and we will do our best to put any reasonable adjustments in place.

If you have any questions, please contact us at jobs@rsc.org

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