CRM Training Manager

The ICE Group is made up of the Institution of Civil Engineers (ICE), Thomas Telford Ltd (TTL) and the ICE Benevolent Fund.

ICE is an international membership organisation that promotes and advances civil engineering around the world. ICE is a qualifying body, a centre for the exchange of specialist knowledge, and a provider of resources to encourage innovation and excellence in the profession worldwide.

TTL is our commercial arm, creating specialist products and services for the civil engineering and construction markets. These include books, journals, recruitment and training, as well as best practice, news and networking opportunities. One Great George Street is part of TTL and is the hospitality business responsible for running the award-winning central London conference and wedding venue.

The ICE Benevolent Fund provides advice, support and financial assistance to ICE’s current and past members and their families

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The CRM Training Manager will undertake a training needs analysis exercise in order to identify business training needs. From this they will identify the best suite of tools and techniques to provide training. This will include designing and producing training materials and delivering a suite of user/task specific Dynamics 365 based CRM and Online Process training modules to ICE Group staff in order for them to utilise the CRM effectively.

Duties and Responsibilities:

• Provide training for new starters for the Dynamics based CRM and integrated O365 products.
• Undertake detailed training needs analysis with the project team, users and departmental managers to identify training needs across the group.
• Identify the correct range of models and tools for delivery of training and training materials, including online tools, wikis, FAQs as well as structured classroom/online training.
• Produce training plans based on the outcome of training needs analysis and design training courses appropriate to the trainee/task.
• Deliver training courses in person or online to staff either in a group classroom setting or on a one-to-one basis in order for them to gain the required level of skills to meet their training objectives.
• Evaluate the effectiveness of training and course outcomes in order to identify, recommend and implement improvements.
• Standardise the use of the CRM across the Group to ensure that the integrity of critical database tables is maintained.
• Identify any skills/capability concerns arising from user training and flag with Project/MIS team and line managers.

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We are looking for an individual who is a self-starter and can initiate and manage their own workload. They will have proven experience of conducting training needs analysis within an organisation and specifically have rolled out training programmes in relation to new systems / platforms / software. The ideal candidate will also have:

• Intermediate knowledge of Microsoft office packages
• Intermediate knowledge of Dynamics 365 (advantageous)
• Ability to communicate with different levels of staff, and disparate roles, providing training in group or one-to-one settings
• Objectivity and empathy to understand trainee’s perspective when dealing with user queries or training issues

The successful candidate should have a training accreditation or a relevant professional qualification.

ICE Group benefits include:

• 25 days annual leave plus Bank Holidays
• Shutdown over Christmas period
• Annual £100 allowance towards your well-being
• Discounted food from on-site café bar
• Up to eight per cent of salary contributed to a personal pension scheme
• 24-hour employee support line
• Death in service benefit equivalent to one year’s salary
• Interest free season ticket loan
• Cycle to work scheme
• Big Gym membership savings with the Gymflex scheme
• Your Rewards discount scheme

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