CRM Operations Manager

Company Description

Recently acquired by Believe, Sentric Music is in an exciting phase of significant growth into new markets. Sentric Music Group is a rapidly expanding music publishing company with 100+ employees based across our offices in Liverpool, London, Hamburg, Palma, New York and LA. The company handles copyright and royalty administration for a large client base consisting of songwriters, record labels and music catalogue owners. Our industry-challenging platform is transforming the traditional models for royalty collection and our client base is consistently growing. 

Believe is above all a passion for music, tech, and digital marketing, shared by over 2,020 talented people in more than 50 countries. It is a visionary and entrepreneurial spirit that drives us and makes us a world leader in the digital distribution of music. 

Believe is a tribe of experts who successfully meet the challenges of the transformation of our music industry every day. It’s an adventure, a human adventure, and one that is propitious and stimulating for all of us. 

Finally, Believe is a story that began in 2005 and that we must continue to narrate, now, and with you. Believe's mission is to develop labels and artists in the most suitable way, at each stage of their career and development, in all local markets around the world, with respect, expertise, fairness and transparency. 

Job Description

In this dynamic, hands-on role, you will be responsible for maximising the ROI on the CRM system by enhancing understanding, ensuring consistent usage, promoting adoption, maintaining data integrity, and facilitating development requests across Sentric/Believe. You will work closely with stakeholders and cross-functional teams, acting as a crucial link between technical and business development, client services, and other teams to ensure technology solutions are practical and aligned with business needs. Additionally, you will develop and implement ongoing training, communication, and implementation plans to drive consistent and effective CRM use across all teams. 

Key Relationships 

• Internal Stakeholder Management: Work closely with key stakeholders including the Client Services Support Manager, Marketing team, Business Development team, Sales Operations, Client Services Manager, and the Insights team to ensure alignment and effective collaboration across all CRM-related initiatives. 

• External Stakeholder Management: Liaise with external stakeholders, including the CRM account and sales manager, as well as other third-party suppliers, to ensure seamless collaboration and alignment in the development and enhancement of the CRM system 

Key Responsibilities 

• Lead CRM Adoption: Champion the consistent and appropriate adoption of the CRM system across Sentric, ensuring that its value is widely understood and embraced by all teams. 

• Business and Process Change Implementation: Lead on implementing business and process changes, providing strategic input and practical solutions related to the CRM system. 

• Security Measures: Create and maintain security measures across the CRM to protect sensitive data, approval hierarchy and ensure compliance with relevant regulations. 

• Stakeholder Engagement: Own and facilitate regular CRM stakeholder meetings, ensuring open communication, collaboration, and alignment with business goals. 

• Training, Support and Documentation: Provide comprehensive training and support through sessions and the production of resources, ensuring all teams maximise their use of the CRM. Ensure that all training support documentation remains current and relevant. 

• Data Integrity and Insights: Work closely with the Insights team to regularly review the approach to data integrity, taking action to ensure consistency, reduce duplication, and improve accuracy within the CRM. 

• Dashboard and Reporting: In collaboration of with Client Services Support Manager take ownership of CRM specific reporting across service, marketing and sales processes that sit within the CRM.

• Process Improvement: Continually review, maintain, and enhance processes within the CRM that deliver measurable benefits to both staff and members, identifying areas where the system is underutilised or can be improved. 

• Automation Development: Collaborate with marketing, business development, client services, sync, and legal teams to develop and implement automated CRM solutions that streamline workflows, enhance efficiency, and drive targeted outcomes across these functions. 

• Development Prioritisation: Work with teams across Sentric to identify and prioritise areas for CRM development that will have the most significant impact, whether on customer satisfaction, revenue, or improved workflows. 

Qualifications

• 3 – 5 years of proven experience within CRM management, ownership or a CRM solutions implementation role.

• Strong understanding of CRM platforms preferably experiences with HubSpot and/or Salesforce, data management, and system integration. 

• Excellent communication skills, with the ability to translate technical requirements into business needs and vice versa. 

• Experience working with cross-functional teams and managing stakeholder relationships. 

• Ability to develop and implement training programs and communication plans. 

• Analytical mindset with strong problem-solving skills and attention to detail. 

• Experience across both B2B & B2C industries preferable 

Must have the right to work in the UK, otherwise, the application will not be considered.

Additional Information

SET THE TONE WITH US​

Working at Believe means having individual and collective impact in a fast-growing company! ​

At all stages of their careers, Believers are an important part of what we are doing: shaping the future of the music industry. ​

We need teams that truly reflect the diversity of our clients: our international presence is an inspiring and enriching work environment for each one of us, with daily opportunities to connect with our colleagues all over the world. ​

​We have two hearts at Believe - our People and our Artists. ​

We believe in THE POWER OF OUR PEOPLE, who grow every day to develop their potential… We aim to provide our Believers with the best environment to thrive. ​

ROCK THE JOB ​

• Hybrid remote working policy

• Private Health Care 

• Pension plan 

• 25 days annual leave, + 1 day for your birthday 

• Life assurance and long-term disability cover

• Access a digital mental health and well-being platform 

• Tailor-made training and coaching program 

• Enhanced sickness pay and maternity/paternity cover 

​SING IN HARMONY ​

• Ambassador program: an employee volunteering initiative dedicated to all Believers interested in having a positive impact on Diversity, Equity & Inclusion (DEI), wellbeing and the planet.​

We are committed to having a workforce that is representative of the community it serves at all levels of the organisation. We, therefore, welcome applications from all backgrounds and all sections of the community regardless of age, disability, gender, race, religion and sexual orientation.