This opportunity is closed for applications

The deadline was Wednesday 19 February 2020
London Borough of Tower Hamlets

CRM Implementation Specialist

17 Incomplete applications

16 SME, 1 large

21 Completed applications

21 SME, 0 large

Important dates

Wednesday 5 February 2020
Deadline for asking questions
Wednesday 12 February 2020 at 11:59pm GMT
Closing date for applications
Wednesday 19 February 2020 at 11:59pm GMT


Specialist role
Programme manager
Summary of the work
Overall implementation of systems integration for CRM application
Development and maintenance of the CRM Project Plan, RAIDS etc
Liaison and influence project team to deliver to plan including IT and Digital.
Liaising and management of selected supplier to deliver project to time and within budget
Latest start date
Monday 6 April 2020
Expected contract length
2 Year Fixed Term
Organisation the work is for
London Borough of Tower Hamlets
Maximum day rate
2 Year Fixed Term total value £120k

About the work

Early market engagement
Who the specialist will work with
The specialist will primarily support the Customer Services Director Senior Responsible Owner (SRO) to ensure that the CRM project delivers its business objectives and benefits.
The CRM Implementation will be across 3 separate phases and touch on most aspects of the council interaction with customers.
What the specialist will work on
The CRM Project will be delivered across the Council and will include process design through to implementation, testing and training, transition to Go Live and hand back to BAU. The CRM Project Manager will be responsible for the end to end delivery of the CRM application in terms of time, cost, quality and benefits.
The CRM Project Manager must be able to develop relationships with all key stakeholders including the SRO and keep them abreast of progress on a regular basis to ensure delivery to the Customer Target Operating Model (TOM).

Work setup

Address where the work will take place
Tower Hamlets Council
Town Hall
Mulberry Place
5 Clove Crescent
E14 2BG
Working arrangements
Monday to Friday, 35 working hours
Security clearance

Additional information

Additional terms and conditions
This role is outside of IR35

Skills and experience

Buyers will use the essential and nice-to-have skills and experience to help them evaluate suppliers’ technical competence.

Essential skills and experience
  • • Extensive experience in leading CRM project delivery within complex organisations
  • • Significant experience of managing complex data and CRM projects
  • • System integration/interface delivery experience
  • • An in depth understanding of all aspects of CRM and CRM delivery
  • • Expert in multiple project and programme management approaches / methodologies including Waterfall, Agile and Theory of Change.
  • • Extensive knowledge of a range of quality, performance and project management tools and techniques eg estimation, planning and benefit mapping.
  • • Extensive knowledge of business analysis and requirements gathering using a range of quality business analysis tools and methodologies.
  • • Demonstrable experience of initiating and leading complex CRM projects with significant change management elements within a large, political, organisation.
  • • Recognised formal practitioner qualifications in project and programme management or similar by experience (e.g. MSP, APM, Agile PM, DSDM PRINCE2, certified change management or equivalent).
  • • Extensive experience of dealing with managers and staff at all levels and across organisational boundaries; building relationships in order to achieve agreed objectives.
  • • Advanced IT skills in relation to Word, PowerPoint, Excel, MS Project, Visio or other project tools
Nice-to-have skills and experience
  • • Demonstrate a high degree of self-motivation, resourcefulness and flexibility with a pro-active approach to problem solving.
  • • Proven ability to motivate others and take teams ‘with them’ on a change journey
  • • Able to lead a matrix managed team and provide support and constructive challenge to senior colleagues.
  • • Proven ability of bringing creative solutions to problems
  • • Experience of working in a politically sensitive environment.
  • • Able to present complex issues clearly and concisely, both orally and in writing, and to develop appropriate promotional material.
  • • Has excellent presentation skills and is able to express self clearly, develop powerful arguments and communicate effectively to a wide range of audiences

How suppliers will be evaluated

All suppliers will be asked to provide a work history.

How many specialists to evaluate
Cultural fit criteria
  • • Be transparent and collaborative when making decisions.
  • • Take responsibility for their work and measure progress by what you deliver.
  • • Share knowledge and experience with other team members.
  • • Get a working product in the hands of users early and often
Additional assessment methods
Evaluation weighting

Technical competence


Cultural fit




Questions asked by suppliers

1. Would the specialist receive usual benefits of FTC e.g. paid holidays?
2. Just to confirm, this is a £60k per annum, 2 year fixed term contract?
3. When asked 'what's the specialist's day rate' the maximum is currently set at £875 per day. Although it's stated that total value of the contract is £120K over 2 years. Could you please clarify the rate?
This is a 2 Year Fixed Term contract with total budget of £120k
4. What CRM system are you implementing?
We are currently in the procurement process and have yet to Award. We are hoping to Award by April 2020.
5. Will the specialist be employed directly by Tower Hamlets or through the third party supplier?
The Specialist will be employed by the London Borough of Tower Hamlets
6. Just to confirm the client will pay the contractor and we will charge a placement fee?
7. Does the £120k include placement fee or will that be calculated and paid extra to supplier once placed?
No the £120k does not include the placement fee and will be paid once the specialist is in place
8. How many working days are estimated over a period of 2years
Circa 440 working days
9. Is there any chance the candidate would be able to start in Feb?
Unlikely but if we secure the right candidate, subject to the appropriate checks, we would want them to start as soon as possible.
10. Would the candidate be allowed to work remotely one day a week.
11. Would you like us to put the candidates forward- at a day rate or yearly salary? How should I add the fee on top of this?
Yes. Yearly annual salary and include your placement fee model
12. Kindly let me know Which type of CRM Implementation experience is required for a candidate. By either Microsoft CRM or else Oracle CRM, SAP CRM, Other CRM etc.
We have not selected our CRM partner. We are currently running the Procurement exercise and anticipate the CRM supplier contract will be awarded in April 2020.
13. Is there a fix placement fee for a supplier set by Tower Hamlet? Or does a supplier set this?
The supplier will set this
14. How many days per week can be offered as flexible working?
If you mean working from home then we can offer one day a week
15. Is there any type of security clearance required for this role please?
16. Will the full benefits include pension contributions?
17. "Yearly annual salary and include your placement fee model"- How would you like me to submit a candidate in this way, as all I can do is submit a daily rate and there is only one box which allows suppliers to do this?
When Suppliers submit their Bids the Maximum day rate is already specified for each supplier. The £875 is a maximum of a suppliers day rate not what the Buyer has specified.

So the correct would be £120,000 / 440 days= £272 per day.
18. Can you confirm the maximum day rate is £272 over 440 working days?