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) offers an extensive range of courses in art, design, fashion, communication and performing arts. We are a collegiate University spread across London with six Colleges, four Institutes and five Research Centres. UAL also has two subsidiary companies, delivering specialist activities – UAL Short Courses Ltd, and UAL Arts Temps Ltd.

We’re made up of all types of people, coming together in London, the world’s creative capital. We are designers, artists, performers, thinkers, researchers and makers. Our students, staff and graduates form a global network of creatives, entrepreneurs and leaders. Together, our ideas change the world. Because the world needs creativity.

We are ranked highly across the board. We are ranked first for specialist art and design, second in the world for Art and Design in the 2023 QS World University Rankings (for the fifth year in a row), ranked fifth in sustainability and two of our colleges were rated in the top three fashion schools in the world.

Our culture

We have become one of the world’s most international Universities, welcoming over 22,000 students and 6,000 staff from 130 countries. And, as a global university, staff and students learn from different cultures and perspectives, which leads to new conversations and innovative work. At our very core, everything we do seeks to challenge the status quo by driving social purpose and standing up for what matters.

We welcome applicants from all backgrounds including those who may feel underrepresented in the workforce due to their socioeconomic circumstances such as those from Black, Asian and Minority Ethnic (B.A.M.E.) backgrounds. We aim to be a university where everyone can be themselves and are supported to reach their full potential.

With our commitment to inclusion and diversity, we are proud to be a Race Equality Charter (REC) member to help us reduce barriers that negatively impacts B.A.M.E. staff, a Stonewall Diversity Champion to ensure all LGBTQ+ people are valued at work, a Disability Confident Scheme Committed employer and member of the Business Disability Forum which help us to improve the lives of disabled people in the workplace.

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