WORK PROFILE

DIVISION:

Marketing and Communications

BRANCH:

Customer and International Relations

TITLE OF WORK PROFILE:

Customer Relationship Management Business Coordinator TBC

POSITION No:

CLASSIFICATION:

Class 7

PERIOD:

Temporary position to June 2006

DATE CLASSIFICATION COMPLETED:

MANAGERS SIGNATURE:

CRM Business Coordinator Work Profile DOCS#1411444V3

October 2004

THE CITY OF MELBOURNE Melbourne is Australias second largest city and is arguably the commercial and financial centre of the nation. The City has many features to offer its 55 000 residents and 400 000 workers, shoppers and visitors. It is renowned for its parks and gardens; the cultural, sporting and recreation activities are second to none; public transport is good and the community services are excellent. The Council is the guardian and administrator of the City of Melbourne. It has a local, national and international role in stimulating and shaping Melbourne as the world's most livable city. The City of Melbournes structure comprises six divisions: x x x x x x Assets & Services Sustainability & Innovation Design & Culture Corporate Performance Finance and Marketing & Communications

These divisions are responsible for ensuring quality services are delivered which provide maximum benefits at the best cost for all stakeholders. They do this by building partnerships with the community, business and government to promote the growth, prosperity and quality of Melbourne. The Council has a strong commitment to ensure excellence in serving its direct customers, ratepayers and, in its role as Capital City of Victoria, the wider community.

WORK AREA CONTEXT The CRM Project Implementation Team is part of the Customer and International Relations Branch in the Marketing and Communications Division. The Marketing and Communications Division is responsible for the strategic marketing of both the City of Melbourne (CoM) as an organisation and Melbourne as a world class city in which to work, live, study and visit. The Division is responsible for the long term positioning of both the corporation and the City, to ensure that Melbourne continues to develop as a successful city of international distinction. The role of the Customer and International Relations Branch is to: x provide a direct customer liaison, information and advocacy service x develop and implement the CoMs Customer Service Strategy x manage and lead major initiatives to improve customer service delivery across CoM, including the implementation of a CRM system x implement Place Management within the municipality

CRM Business Coordinator Work Profile DOCS#1411444V3

October 2004

x manage the Melbourne Town Hall as a viable commercial facility and maintain and develop its traditional role as a centre for a wide variety of civic, cultural, business, entertainment and political purposes x manage the City of Melbournes sister cities and international relations program.

ORGANISATIONAL RELATIONSHIP The CRM Business Coordinator reports to the Manager Customer and International Relations. The CRM Business Coordinator will be an integral lead the CRM Project Implementation Team, comprising of staff from the Customer and International Relations Branch and the Business Information Services Branch. In particular, the position will work closely with the Customer Service Strategy Coordinator, the CRM Project Manager and the Business Analyst Team Leader. It is likely that the CRM Business Coordinator will need to manage staff or contractors. The Business Coordinator participates in the Council's Performance Management framework - the Individual Performance Plan. This involves planning and agreeing work and skill development objectives and reviewing, assessing achievements on a regular basis. The position may be required to work outside normal office hours. Flexible working arrangements can be agreed at the local work area, although this does not extend to a regular rostered day-off arrangement.

WORK FRAMEWORK The City of Melbourne has implemented and operated the Vantive customer contact management system since December 1997. The product is a core City of Melbourne system; however, support for the product is being withdrawn and continued use by the Council will be unsupported. Consequently, the Council has agreed to migrate from Vantive to a new generation CRM system. The CRM implementation project will cover system design, configuration, test deployment and change management. Customer and International Relations is the Business Owner of the Vantive system and will continue as Business Owner of the new CRM solution under the Customer Contact Management component of the Customer Service Strategy. The CRM program is part of the wider vision for customer service, outlined within the Customer Service Strategy. The CRM program is directly linked to Councils Egovernment strategy and vision, as well as the Corporate Plan. The overall program is managed by a steering committee, involving representatives from work areas across the organisation. Another key project is a major Business Process Management program being managed by Business Information Services with the aim of streamlining Council processes and systems.

CRM Business Coordinator Work Profile DOCS#1411444V3

October 2004

The CRM Business Coordinator will be responsible for ensuring that the requirements of Council with regard to CRM are delivered and scoped as defined in the Project Charter. He/she will coordinate across the Corporation, with external stakeholders and at times with clients external to the Corporation. The position requires an experienced professional who will provide business process advice to the CRM project team and to client groups within the Corporation. The CRM Business Coordinator will be required to work closely with relevant project staff in Business Information Services. 4.1 Key Result Areas The key priorities for the CRM Business Coordinator are x Ensure support is given to the CRM Project Manager and Business Support Partner, to meet the resource requirements of the project. This will include determining and managing business related resources required to input into the project. Manage all risks for the CRM project. This includes maintaining a risk register and reporting the status of all risks to the CRM Steering Committee. Drive a review of the current environment relating to business processes and technical modifications to the existing Vantive system. Drive process improvements with work areas to ensure their individual requirements are met and the most efficient outcome is achieved from the CRM project. Drive the development of business rules for the use of the CRM system and ensure systems, processes, training and communication are put in place to support compliance with the business rules. Develop preliminary design objectives for workflow, scripts, screens and reports. Coordinate and oversee the creation of Technical and Functional Test Plans and participate in migration testing. Support the pilot development, pilot evaluation & focus group analysis. Ensure the development of general education and training material and the provision of support and training to user groups. Support the Communications team to ensure the organisation is provided with appropriate and regular information throughout the project.

x x x x

x x x x x

4.2

Communication The Business Coordinator requires sophisticated communication skills in many areas information provision, presentation, staff management, consultation, persuasion, negotiation, education and relationship building.

CRM Business Coordinator Work Profile DOCS#1411444V3

October 2004

Within CoM, the Business Coordinator works closely with the Manager Customer and International Relations, the Customer Service Strategy Coordinator and a wide variety of Council work areas to achieve process and design related objectives. The Business Coordinator also has significant contact with the Business Information Services Branch.

4.3

Responsibilities and Accountabilities The Business Coordinator is responsible for ensuring the CRM system meets the process and business needs of work areas. The Business Coordinator deals with internal and external contacts on a substantially independent basis and is fully accountable for this contact, particularly the direct, oral and on-the-spot contacts. The Business Coordinator is expected to keep the Manager Customer and International Relations informed of the work outputs and outcomes and any unusual or potentially significant issues. The position is responsible for the development of the Branch resources to maximise their effectiveness in the project and beyond. The Business Coordinator is responsible for the quality of his/her own relationships and working contacts, externally and within the organisation. Effective and open relationships with service areas within the organisation are essential, and the quality of these relationships and those formed with the community significantly affect the Business Coordinators ability to be successful in this role. The Business Coordinator will comply with all OHS policies, procedures and requirements and take reasonable care to protect their own health and safety and the health and safety of others in the workplace. All staff are required to immediately report any incidents, hazards or near misses to the relevant supervisor and actively participate in hazard elimination where required.

4.4

Decision Making The Business Coordinator works with a substantial degree of independence and autonomy, making decisions about project priorities and directions. His/her decisions will have a substantial impact on the success of project outcomes, employee satisfaction with the CRM system and customer service delivery across Council.

4.5

Complexity The complexity of the Business Coordinator role is in the range of internal and external relationships and the wide range of issues, customers and services that are affected by the function.

CRM Business Coordinator Work Profile DOCS#1411444V3

October 2004

4.6 x x x x x

Key Selection Criteria Tertiary qualification in a relevant discipline and/or extensive experience in a senior project management role. Substantial relevant experience in and understanding of CRM principles and systems. Substantial relevant experience and demonstrated ability to lead change in a customer service environment. Ability to self manage and capable of managing multiple projects at the one time. Strong practical strategy development and problem solving skills in the context of technology design and demonstrated ability to develop creative processes, systems and solutions to business process and user issues. Excellent demonstrated personal communication skills, particularly in managing change, gaining cooperation and building internal and external relationships. Sophisticated understanding of and strong commitment to both the theory and practice of customer service. Excellent written communication skills, including ability to formulate effective written communication for a wide variety of audiences, and competent document preparation skills (ie keyboard skills, ability to use standard office software and CoM computer systems). Excellent demonstrated staff management skills, in a project context.

x x x

CRM Business Coordinator Work Profile DOCS#1411444V3

October 2004