CRM Technical & Operations Manager

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The opportunity

Digital & Technology at UAL is on an exciting journey, shifting from a technology-first approach, to building the design, development, and delivery of services around our users and their needs, investing in the people and processes enabled by digital and transforming the student and staff experience.

This CRM Technical & Operations Manager position is a pivotal role within the Digital & Technology Group, focussing on helping to drive the implementation of an agile, service-led approach to CRM across the university. Supporting the Head of Product for CRM and operating as the technical subject matter expert you will lead system development work on the Universities core CRM products and oversee day-to-day running of the Salesforce CRM.

You will collaborate with colleagues and suppliers to ensure the system is delivering our business and customer needs; that users receive the advice, support and training they need; provide oversight of the correct and efficient use of the system; assist with continuous evaluation, testing and implementation of upgrades and other developments. In addition to Salesforce, you will also be involved in the support and ongoing development of other CRM systems in use at the university including Raisers Edge and Maximiser.

As Manager you will lead the team by example in an Agile environment, developing processes and practices to support a high-performing service. You will deliver Salesforce system enhancement and manage support and training. You will oversee the users of the CRM system to ensure that they are using it correctly and efficiently and you will lead and manage the provision of information, advice and training to users. You will also represent the CRM service in internal committees thereby building effective relationships with internal stakeholders whilst also managing external suppliers to undertake Salesforce system upgrades, delivering the best possible service and experience for users.

In addition to leading the day-to-day implementation, management and monitoring of practices and system administration tasks, you will also play a key part in developing in the roadmap across all UAL CRM products.

To apply please visit the dedicated microsite here:

https://webmicrosites.hays.co.uk/web/ual/latest-jobs/-/job-details/JOB_5184478

About you

• Extensive experience of working in a Salesforce CRM position that has required knowledge of strategic implementation, CRM policies, process, and practices.
• ADM201 Salesforce Administrator Certified and demonstrable Trailhead achievements.
• Experience of managing a team and coaching or mentoring staff.
• Experience of CRM system administration including user support and training, implementing system upgrades, and leading on system developments, testing and releases.
• An understanding of data architecture, and where CRM sits within an enterprise integration environment.
• A deep understanding of the potential of CRM to have a positive impact on business outcomes.
• Ability to monitor, interpret and report on data and metrics associated with CRM performance.
• Experience of working on Service Cloud, and desirably Experience Cloud.

We are UAL

University of the Arts London (UAL) generates and inspires the creativity the world needs for a better future. Since 1842, our colleges have been defining creative education. With curiosity, imagination and intent we make work which creates lasting change for people and our planet. London is core to who we are, a place where we meet and share ideas with people from different backgrounds and cultures.

Our creative network influences learning, culture, industry and society on a global scale. Our academics and practitioners deliver creative education and inspire new ways of thinking through research and innovation. We work with students at every level from pre-degree and short courses to postgraduate and online learning, enabling them to build the careers they want. Together, we are a community of makers, thinkers, pioneers and storytellers redesigning the future.

Our culture

We are a global University, welcoming over 22,000 students and 6,000 staff from 130 countries. We aim to be a university where people can be themselves and feel supported to reach their full potential. That’s why we are proud to be members of the Race Equality Charter (REC) and Business Disability Forum, are a Disability Confident Scheme Committed and Living Wage employer and maintain our status as a Stonewall Diversity Champion.

Application process

We operate a fair and open anonymous selection process. Thus, you will need to create an account and submit an application through our job board. As part of this, you will need to provide a supporting statement/answer some competency questions to demonstrate your suitability. Our recruitment process involves: Application, Shortlisting, Interview and Assessment, Offer, Onboarding.

We understand the benefits of using AI in work. But, if you are thinking of using it to submit an application, we ask you to think about what value it adds. AI tools tend to lack the personal touch and authenticity we value in candidates. We encourage you to showcase your unique knowledge and skills using your own voice.

If we receive a high volume of applications, the closing day date might close early. We aim to communicate any changes to the closing date with at least 24 hours’ notice. If you have any general questions or have accessibility needs, please refer to our Contact us page.

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