Systems Lead; CRM

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

We are seeking a Systems Lead (CRM) to drive the effective configuration, optimisation, and adoption of our Customer Relationship Management (CRM) platform across Customer Sales and Service operations. This is a key role responsible for ensuring the CRM system supports high-quality customer engagement, streamlined workflows, strong data integrity, and the effective use of AI-driven capabilities.

Acting as the organisation's CRM Subject Matter Expert, you will provide technical expertise, operational insight, and strategic guidance to maximise the value of the CRM platform. You will be responsible for maintaining system stability and performance, managing configuration changes, troubleshooting issues, conducting quality assurance activities, and monitoring platform effectiveness to ensure alignment with business requirements.

Working collaboratively with teams across Operations, Data & Analytics, Governance & Compliance, and Digital/IT, you will translate operational needs into practical CRM enhancements and workflow solutions. You will play a critical role in improving user adoption and capability by providing guidance, promoting best practices, and ensuring consistent and compliant data capture across the organisation.

The successful candidate will be proactive in identifying opportunities to improve processes, increase automation, enhance system functionality, and deliver a better customer experience. This is an exciting opportunity for someone who combines strong technical expertise with a customer-focused mindset and a passion for continuous improvement, data quality, and operational excellence.

We are looking for a highly motivated Systems Lead (CRM) to act as the organisation's CRM Subject Matter Expert and play a pivotal role in driving the effective use, optimisation, and continuous improvement of our CRM platform. This position is central to ensuring that the CRM system supports excellent customer engagement, efficient operational processes, robust data management, and the adoption of emerging digital and AI-enabled capabilities.

As the primary point of contact for CRM-related queries, configuration, and troubleshooting, you will be responsible for maintaining and enhancing the platform to meet operational and governance requirements. You will oversee the configuration and maintenance of workflows, fields, dashboards, automation, and system functionality, ensuring that the platform remains reliable, effective, and aligned with business needs.

Working closely with operational teams and technology stakeholders, you will monitor system performance, user behaviour, and data quality, using insights and analytics to identify opportunities for improvement. You will lead CRM optimisation initiatives, gather and manage user feedback, and collaborate with Digital and IT teams to support issue resolution, system enhancements, updates, and release activities. The role requires translating business requirements into functional CRM solutions, supporting testing and implementation activities, and developing guidance, documentation, and standard operating procedures that promote consistent and effective system use.

Data integrity, compliance, and quality assurance are key aspects of the role. You will ensure that CRM data is accurate, reliable, and aligned with reporting requirements while supporting governance standards across the organisation. You will proactively identify opportunities to improve processes, increase automation, optimise workflows, implement email automation solutions, and leverage AI-enabled and Agentic AI capabilities to enhance operational efficiency and customer experience.

The role also involves monitoring the effectiveness and performance of Salesforce integrations with connected business systems, identifying issues, and supporting ongoing improvements. As an internal advocate for CRM capability, you will champion best-practice usage, encourage user adoption, and drive a culture of continuous improvement across customer-facing teams.

In addition, you will manage the operational CRM change and New…