Responsibilities

• To be responsible for developing and delivering the University’s CRM strategy and driving CRM activity and system improvements to support student recruitment. (specifically supporting: Undergraduate, Postgraduate, UK and International recruitment).
• Operate with a high degree of autonomy, setting priorities and direction for CRM activity across the University
• Develop and maintain a CRM performance framework, defining key performance indicators and measuring the impact of CRM activity against student recruitment objectives.
• Provide functional leadership to CRM users across the University, embedding best practice and driving adoption
• To lead on and be the key advisor on the development, management, and configuration of the department’s CRM system– working in close partnership with IT services and external suppliers.
• To shape and influence institutional recruitment strategy through CRM insight
• To be the department’s expert in the CRM system and related technologies, providing specialist advice to colleagues across the University.
• Hold primary decision-making authority for the department’s CRM platform configuration, development roadmap and marketing automation strategy
• Be the primary departmental contact between the external CRM providers and the University and manage the relationships between parties to ensure the system provides solutions to business needs.
• Liaise with staff outside own work team and teams external to the University to ensure the effective exchange of information and to build relationships to facilitate future working.

Requirements

• Educated to degree level.
• Significant experience of leading CRM strategy, processes and system management, with demonstrable evidence of successful outcomes.
• Experience of developing and implementing CRM strategies and initiatives with tangible results.
• Substantial experience of campaign analysis, reporting and insight generation within CRM systems, including the development of evidence-based recommendations.
• Experience of data management including data handling, integrity, transfer, manipulation, and governance
• Expert knowledge and proficiency with using CRM systems and processes.
• Knowledge of GDPR and other data protection procedures in the context of CRM delivery.
• Excellent problem-solving skills and the ability to work on a variety of projects across teams.
• Experience of working and collaborating with a variety of internal and external stakeholders
• Highly developed written and oral communication skills.

Preferred

• Evidence of continual professional development within the field.
• Experience of working in the higher education sector.
• Experience in the use of Microsoft Dynamics 365.
• Oral (spoken) and Written Welsh Level A2.*

Benefits

• Flexible working policy
• Hybrid Working
• 36.5 – hour week for full-time roles
• Generous leave entitlements – 27 days annual leave plus bank holidays and university closed days
• Commitment to Professional Development
• Enhanced contribution to our workplace pension schemes
• Staff recognition and reward schemes
• Opportunity to learn the Welsh language for free
• Staff relocation bursary
• Maternity, Paternity, Parental and Adoption Leave