CRM Manager

CRM Manager

12 month FTC

Hybrid role with occasional travel to Bristol (1-2 times a month)

The Role

Bupa is a leading health insurer and healthcare provider, with dental practices, care homes, health centres and a hospital. With no shareholders, our customers are our focus. We believe in quality, affordable and accessible healthcare for all. If you share our purpose of helping people live longer, healthier, happier lives, Bupa could be the perfect match.

You’ll be a key member of the commercial team, with the amazing opportunity to contribute to the implementation and embedding of Salesforce, working closely with our 3rd party partners, as well as numerous stakeholders across the organisation.

You’ll will be responsible for BAU operations of the system, included but not limited to managing change requests, prioritisation of development, training and report/dashboard generation. You’ll be able to think intuitively about data and be forward thinking aligned to company ambition to ensure we are capturing the right data for business success. It is important to have an inquisitive mind with dual sight on where we are but also where we need to be. CRM will play a key role with regards to insights that inform strategy so data acumen here is critical. You’ll have an aptitude to further understand/learn how Marketing Cloud is used and be able to run straight forward communication requests.

For someone who really wants to forge a career in the CRM space this is a role that will return your enthusiasm and commitment to make our CRM best in class for our practices, clinicians and patients

What will I be doing?

• You will be the primary system administrator for Salesforce working closely with a variety of stakeholders across the Bupa Dental business. This will be a highly visible role which will have broad responsibilities but also opportunities to drive change and influence direction making a tangible difference to the business and to both our internal and external customers
• Manage all aspects of user and license management including new user setup/deactivation, roles, profiles, permissions, public groups, OWD, sharing rules.
• Administer, configure, and maintain the Salesforce environments, ensuring optimal functionality.
• Responsible for the Digital Marketing platform, managing prospect/customer data flows and using the system to make database selections. This includes actively managing data integrity, resolving technical data issues, and assessing data impacts of new marketing projects.
• Manage upgrades to ensure everyone is up to date on the latest software versions.
• Work closely with business stakeholders and partners to gather requirements and develop scalable solutions. Manage and prioritise change requests.
• Drive adoption of CRM across different business areas ensuring all stakeholders have a good understanding of the platform, how they can use it, what they can use it for and that they can use it independently within guardrails set out by the business.
• Stay updated on Salesforce releases and best practices to ensure system enhancements align with industry standards.
• Develop deep understanding of key business processes at Bupa Dental Care and highlight how Salesforce’s platform capabilities can improve these.
• Provide guidance and expertise to develop and deliver the marketing comms plan across email, SMS and other channels focusing on key prospect and patient journeys. Continue to optimise and iterate these journeys as the business grows.
• Utilise data and insights to identify new commercial opportunities and develop innovative initiatives to support acquisition and retention targets at both a national and local level. Work collaboratively with Practices & Operations to drive e-mail address collection % across our practices, ensuring that best practices are shared and that new/alternative collection strategies are adopted where appropriate.
• Work with Group Bupa privacy team and Bupa Dental Risk team, to ensure that all communications are compliant and meet data privacy standards under GDPR.

What do I need?

• Attained core Salesforce certifications (e.g. Administrator, Platform App Builder, etc) or evidence experience with the Salesforce platform. Attainment of or actively working towards Salesforce consultant or architecture certifications is preferred.
• Experience working on Salesforce products, implementing solutions using a variety of functionality options. This may include integration with other systems.
• Demonstrable experience managing stakeholders. Collaborative team player who communicates well.
• Experience of managing prospect and customer communication activities is essential across B2C and B2B.
• Solid understanding of GDPR and e-privacy legislation is essential, ideally within a healthcare setting or highly regulated environments.

The benefits here are industry-leading, and we’ll be able to tell you more about them in the process (or jump to the benefits and rewards page on our careers site for a flavour). But here’s a snapshot:

• 25 days holiday, plus the option to buy more.
• Discounts in over 7,000 retailers, discounted gym membership and discounted dental insurance (of course).
• Health Trust - our bespoke employee private healthcare plan, providing healthcare cover with no medical underwriting for colleagues and their families.
• Access to remote GP and nurse services, physiotherapy, and mental health support.
• MyHealthcare Allowance, an annual allowance which is redeemable against a menu of Bupa healthcare products.
• Early access to your earned wages through Wagestream.
• Cycle to work scheme.
• And many more, just ask…

If you or someone you know would be interested in working with a dynamic and expanding healthcare business, with lots of support on offer, great benefits and friendly teams, we would love to hear from you!

Bupa Dental Care is an equal opportunities employer.