Stakeholder Management System Manager (Dynamics CRM)

Stakeholder Management System Manager (Dynamics CRM) Initial 6 month appointment

Background

In early 2012 WSPA chose Microsoft’s Dynamics CRM Online solution to satisfy its need for a global database for storing stakeholder information. The ‘Stakeholder Management System’ (SMS) is a centralised database which principally holds contact information for both Organisations and Individuals and enables staff to record against each a diverse range of stakeholder engagement activities. ‘Stakeholders’ in this context refers other animal welfare organisation, government agencies, MPs, vets, consultants etc. It does not include donors and supporters, whose details are held on separate databases in each country. Globally, there are currently 150 licensed Dynamics CRM users.

Initially the system was set up with only two record types, Organisations and Individuals. However, in 2013 further development work was carried out to add a third record type for ‘Campaigns’ so that users could quickly identify all stakeholders pertaining to a particular Campaign and track all correspondence and engagement activities. The Campaign records were also developed to be one of the primary sources of KPI data. Whilst these developments were successfully completed in 2013 they have yet to be fully implemented.

In January 2014 the SMS was successfully upgraded to the latest version of Dynamic CRM and moved to Microsoft Office 365. This puts the SMS on the same global platform as WSPA’s email (Exchange Online) and SharePoint sites (Corporate Intranet, Team Sites, Project Sites and Community Sites). Having all of these solutions available on the same Office 365 tenancy means that staff can access all their information from a single portal and using a single username and password. It also enables us to consider integrating the SMS with these other Office 365 hosted services. For example, currently no documentation is being held on the SMS database but it is hoped that SharePoint can be used as a place to store documents relating to Organisations, Individuals and Campaigns. Similarly, we would like to consider making information from the SMS available within SharePoint, for example the KPI data.

The SMS Governance Board serves as the governance body with ultimate responsibility for meeting the goals of The SMS. The Board is chaired by Director of Policy and External Affairs. It meets regularly to review usage of the SMS, hear feedback from staff, and to consider change requests and future developments. Currently all development and support of the SMS is provided by Technology Management (http://www.tecman.co.uk/) a Microsoft Gold Partner. However day-to-day, first-line support, training and advocacy for the SMS is lacking and the Governance Board is increasingly concerned for the system’s continued use and uptake. The Brief:

The SMS Manager will serve as an evangelist for Dynamics CRM and will work closely with business leaders, department heads and team leads to drive its adoption and usage across the organisation. The post will be expected to devise and deliver a six month program of activity to drive uptake and usage of the SMS through training, support, advocacy and development.

The post reports to the International Head of IT but will need to liaise closely with the Director of External Affairs, Research and Learning; the Head of Campaign Operations; and the SharePoint Manager.

Responsibilities:

Training  Produce and maintain training material for global SMS users. In the main we expect this to be written material though other training mediums should be explored, including recorded videos and live video streams  Provide one-to-one training for new staff and new users, delivered either in person or via video  Devise and run train-the-trainer sessions  Act as the SMS coach and the main point of contact for staff with ad-hoc training requirements.  Work with the HR and Organisational Development team to establish SMS training as part of the general staff induction process  International travel may be required.

Support  Act as the first point of contact for users experiencing problems with the SMS or requiring help or advice in its use  Maintain and manage a log of support requests and escalate to Technology Management as appropriate.

Advocacy  Seek out opportunities to promote and champion the SMS globally, including at all staff meetings, team meetings, lunch time presentations and workshops  Work closely with the International and Regional Internal Comms Managers to ensure that staff globally are kept aware of the SMS and its purpose. Produce copy for ‘news stories’ and updates to go out in WSPA’s regular internal e-newsletters and on the corporate Intranet  Collate statistics on usage on a regular basis and report to the SMS Board  Establish a global network of SMS 'Champions' to serve as local advocates and change agents. Development  Lead in the scoping, architecting and planning to take the SMS to the next level of functionality and accessibility for the global organisation  Formally gather and analyse usage data for the SMS to provide insight to the SMS Board and enable better understanding of uptake and audience needs  Monitor user behaviour on the SMS and identify techniques and solutions to drive operational benefits  Assist and advise with the integration of Dynamics CRM with Microsoft applications, in particular SharePoint Online  Work closely with teams globally, especially the Campaigns team, to identify and carefully document development requirements  Maintain a log of development work and work closely with the main supplier Technology Management to deliver it in a timely and cost effective manner  To act as the main liaison point with Technology Management to ensure work is delivered to specification, on-time and within budget  Create simple, ad-hoc reports within Dynamics CRM.

Skills, Knowledge and Experience:

 Substantial and solid experience with Dynamics CRM

 A self-starter, able to manage their own workload and proactively seek out opportunities to fulfil the brief

 Excellent communication skills with the ability to interact with business staff to define development requirements

 Confident and comfortable with presenting to large groups of people and training staff at all levels

 A good understanding of the Microsoft Office 365 platform and the integration capabilities of Dynamics CRM with other Microsoft solutions including SharePoint and Exchange.