Expense Reduction Analysts is a leading global B2B consulting business based in West Malling, Kent. Our company is a UK based franchise organisation who has successfully expanded operations in 35 countries worldwide over the last 25 years.

As a Solution Designer (high level specifications), you will be responsible for interpreting, editing and customizing the CRM with an external CRM service provider, if necessary, to fit the needs of Expense Reduction Analysts Group of Companies (ERAG) and its franchised network.
In addition to maintaining, administering and improving the CRM application, the role monitors end-user’s system usage and performs highly independently daily administrative tasks such as responding to questions from users throughout the franchised network. Furthermore, you will train, coach and support the users (also by train-the-trainers) within the ERA global network.
In your role, you will be involved in meetings when the Global Head of IT or the Global Chief Operating Officer wishes to discuss changes to the system. In these discussions, you should reflect the interests of the CRM users within the network and also represent the integrity of the CRM application.

As the CRM Manager you will be responsible for managing the organizations CRM ensuring the company can make the most out of opportunities it offers for franchisees and franchisor. Your duties as CRM Manager include:

• Planning and delivering CRM strategies across the company encouraging customer retention and customer loyalty.
• Deciding on the CRM platform structure and architecture ensuring it works seamlessly across the organization and captures all required information at key points in the customer life cycle.
• Manage 3rd party for development and 2nd level of support. Help ERA organization to choose the best 3rd party by investigating the market.
• Customer Journey Mapping analyzing touch points with the organization and maximizing commercial opportunities.
• Working closely with all departments and territories to ensure the CRM works effectively for all aspects of the company.
• Overseeing how marketing can drive direct communications with customers through the CRM.
• Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
• Ensuring the database is segmented effectively for targeted activities.
• Overseeing the migration of all direct communications to lower cost mediums such as SMS and email (compare to the current IMS direct mailing).
• Developing testing strategies for all aspects of the CRM to ensure the most effective approach for the company and its products.