Head of CRM

Job Title: Head of CRM
Contract Type: Permanent
Location: United Kingdom
Salary: Competitive salary, annual bonus and excellent benefts package
Start Date: 2019-03-06 00:00:00
Reference: SDX/TP/RF2610/ZD
Contact Name: Katie Shaw
Contact Email:
Job Published: March 06, 2019 09:17

Job Description

We currently have a fantastic opportunity available for a Head of CRM to join our global facilities management business in the UK. You will become the UK+I Regional CRM lead, supporting all regional businesses to meet their growth and client retention ambitions.

This can only be achieved if we harness knowledge locked in our prospect and client data. As such, developing CRM best practices, having excellent data management, and positively engaging with our sales and operations teams so that they can extract value from our CRM approach, are critical to us.  

There are three main parts to the role; creating strategy, technical delivery and effective stakeholder management. This role will need to excel in all three areas

Strategy - We have a global CRM hub and this role will be a part of that representing the UK+I, and will bring global thinking back to this region to ensure we can continuously improve.

Technical delivery - Of course the basics must be in place, great data will lead to great decisions, enabling growth and retention.

Stakeholder management – our CRM with great data will achieve nothing unless our regional businesses are excited about how it can help them to succeed, can simplify their lives, and hence is used by them to create value.  

The role offers a competitive salary, annual bonus and excellent benefits package.

Main responsibilities
  • Ambassador – be the regional focal point to ensure CRM advocacy and value creation, using communications as a key tool. Ambassadorship to span all segments, and from RLC/ CEO level down
  • Leader - create and lead the virtual CRM team across segment and transversal functions, then link in to Group CRM function, using communications as a key tool. 
  • Strategy and Direction - Use regional experience to impact Group CRM thinking, and be the channel to bring global ways of working to the regional, owning their regional adaptation and successful regional deployment
  • Process – establish and document an easy to follow ‘how it works’ allowing others to understand and follow, and ensuring the process is improved over time. Core process flows from Group but regional adaptation is led by this role
  • System – technical owner of GCRM, SAP interface, Medallia interface and Account Locator; including any testing and problem resolution
  • Access – ensure required users have access and appropriate rights enabling their role
  • Training – ensure regional training materials are in place and support L+D to deliver/ refresh to fill any skills gaps that could lower the CRM value case
  • Reporting – ensure user required reports are in place; planned and ad hoc/ reactive


Ideal candidate
  • Specialised knowledge of CRM, financial systems, database management & complex reporting
  • Ability to lead teams, both direct and virtual, to be high performing such that they meet their goals, using direction, communications etc to motivate and engage them
  • Ability to communicate well by making the complex simple, hence deliver technical/ detailed information to non-technical and or senior audience
  • Ability to deliver change projects via planning and project management skills to hit deadlines and influence others so people actually change how they work
  • Experience of working in a large, complex services organization, from either Operations or Sales/ Marketing
  • Experience of interacting and presenting with senior leaders/ Board level
  • Experience of managing and working alongside external companies, including budget management
  • Proven skills in Microsoft Excel, Word, Outlook and PowerPoint
  • Experience of structuring and delivering training courses


  • Knowledge of Sodexo
  • Lean Six Sigma Green Belt Trained or similar
  • Advanced Excel and reporting
  • Experience of working with/ part of IS&T departments and understanding technical/system language
About the company

In the UK and Ireland, Sodexo employs some 35,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.