CRM Trainer - Gibraltar

To support the CRM Support Manager in design, planning and delivery of training programmes. The role will work with the members of CRM team, across brands and at all levels of seniority, to provide training and audit the quality of operations. This will promote best practice while ensuring operational integrity and performance and the best possible service to our customers.

The scope of training covers processes, including but not limited to: Campaign & Customer Journey management, Campaign & Customer Data Management, Report generation Systems, including but not limited to: Salesforce Marketing Cloud, Master Data Management and Evergage.

Key Responsibilities

• The CRM Trainer will own the creation and production of the required training material for the CRM team as defined by Head of CRM Support and Delivery  
• Deliver training and provide support to the new and existing members of the CRM team for the defined scope of processes and systems
• Compose training programmes specific to each role within the CRM team, based on the requirements of the role as defined by the CRM Operations Manager and the CRM team leads
• Organise and deliver on-going regular refresher training courses as required by the team to ensure they are always up to speed on the latest developments/change across their areas
• Provide additional ad-hoc coaching and support where the need is identified by the CRM Support Manager or CRM Team Leads. This is typically driven by poor audit results or in response to incidents to prevent reoccurrences
• Ensure all documentation and training material remains relevant, up to date and accessible by the team
• Help in composition and support usage of QA processes as part of marketing campaign validation, prior to send to drive better team performance
• To conduct monitoring and audit the use of processes and systems across the CRM team, to measure the effectiveness of the training provided; performance is measured against KPIs defined by the Head of CRM Support and Delivery
• Provide regular reports to the Head of CRM Support and Development detailing the training programme plans and progress; maintain team performance dashboards
• Facilitate training retrospective sessions to collect feedback in collaboration with the CRM Support Manager work to improve the effective of training
• Highlight gaps or emerging trends for training and development, either for individuals or the department as a whole to the Head of CRM Support and Delivery. This will enable pro-activeness in providing training where required

• Computer literacy, including MS Office
• Ability to digest and learn new systems quickly
• Strong verbal and written communication skills
• Previous experience of delivering training material and user guides
• A ‘can do’ approach to quality monitoring and training challenges
• Methodical approach to all tasks with good attention to details
• Able to react and troubleshoot in a real time environments
• Understanding CRM systems and Marketing functions
• Knowledge of on-line gaming industry
• Any experience of Salesforce Marketing Cloud
• Knowledge of HTML, CSS (Cascading Style Sheets) and JavaScript
• Use of knowledge management systems in particular Atlassian Confluence
• Experience of working in quality assurance or auditing capacity