•Through leadership, effectively manage the workload of the team; providing guidance and support in the establishment & management of work priorities. •Lead the development of a customer-focused and continuous improvement culture within the CRM Team. •Lead the team in adopting best practice processes for system implementation and management. •Determine CRM reporting requirements. •Provide day-to-day operational support and mentoring to team members, including individual performance monitoring and personal development. •Manage the professional and behavioral development of the team aligned to the ongoing changing needs and requirements of the business environment. •Managing a team with direct reports and prioritizing their workload. •Supporting & mentoring staff; and managing staff performance & workplace behavior