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Job id: 083625. Salary: £43,205 - £50,585 per annum, including London Weighting Allowance.

Posted: 02 February 2024. Closing date: 14 March 2024.

Business unit: Brand & Marketing. Department: CRM.

Contact details: Josh Gill. josh.gill@kcl.ac.uk

Location: Guy's Campus. Category: Professional & Support Services.

Job description

Join King’s College London's Relationship Management Service Team as the Relationship Management, CRM Operations Manager.

We are seeking a proactive and highly skilled individual to support our efforts in driving university-wide adoption of King’s CRM tool, Dynamics 365 (D365).

The Relationship Management Service Team is responsible for fostering best practice user adoption of D365 across four key areas: Operations, Insights, Product Development and Governance.

Situated within the Operations area, the post-holder will be part of a highly skilled team of 5-6 members, working across all areas of CRM and utilising the broad spectrum of features D365 offers. Team members will demonstrate CRM and marketing automation expertise, technical proficiency, high attention to detail and comprehensive knowledge of data protection legislation and best practice. The successful candidate will be proactive and reliable, driven by producing positive results and exhibit strong interpersonal skills.

The post-holder will also collaborate closely with colleagues from various departments in the university, with key responsibilities including:

  • Service delivery
  • Onboarding and supporting users
  • Consulting and migration
  • Utilising CRM features and functionality

The post-holder will report to the Head of Relationship Management, Operations, working both autonomously and in collaboration with fellow team members.

This post will be offered on a permanent contract.

This is a full-time post.

Key responsibilities

Service Delivery

  • Providing either a fully-managed or scaled service to help users, teams or departments as they transition to D365 for their activities and processes
  • Developing structure (templates, lead processes, permissions) that will serve new users well as they transition to D365 over time
  • Reporting on activity performance to stakeholders and line management

Supporting Users

  • Building and maintaining positive relationships with stakeholders across diverse departments, with varying levels of technical skill or familiarity with D365 and related CRM platforms, and conveying highly technical information in a coherent manner
  • Demonstrate and develop your expertise in CRM disciplines and King’s defined processes and scale of adoption
  • Assist users in leveraging D365 features effectively, enabling seamless activity delivery across teams and departments through CRM
  • Provide comprehensive reports on activity performance and user adoption, as well as identifying opportunities and challenges facing users, teams and departments across the university

Consulting and Migration

  • Develop an intuitive understanding of prospective user requirements and how D365 can enable them to achieve their goals
  • Gather feedback, log bugs, and document enhancement requests from current D365 users. Collaborate with IT to ensure prompt recording and actioning when needed
  • Offer expert advice on CRM best practices, highlight D365 capabilities, and articulate its benefits and considerations to existing and potential users, teams, or departments

Features and Functionality

In order to achieve the above responsibilities, the post-holder may utilise the following features and tools within D365:

  • Data management
  • Contact management
  • Email design, build and templating
  • Segmentation
  • Automated journeys
  • Lead nurture
  • Data capture forms
  • Data protection
  • Events management
  • Enquiry management
  • Opportunity management
  • SMS
  • User dashboards
  • Content blocks
  • AI capabilities

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.

Skills, knowledge, and experience 

Essential criteria

  1. Previous hands-on experience utilising D365 or similar CRM platforms, showcasing proficiency in leveraging these tools to manage relationships, streamline processes and enhance organisational efficiency
  2. Proven experience utilising marketing automation software to structure and execute high-volume activities such as email campaigns, segmentation strategies, event management, lead generation and SMS outreach
  3. Demonstrable knowledge of B2C and B2B marketing or communications practices. Appreciation of the differences between audience groups and how technology may be leveraged in order to engage with them effectively
  4. Familiarity with coding languages like HTML, CSS or JavaScript as well as the ability to diagnose and resolve coding issues efficiently
  5. Exceptional attention to detail, adept at identifying and rectifying errors swiftly. Demonstrated commitment to implementing precise system governance practices
  6. Knowledgeable about prevailing data protection regulations and their relevance to the post-holder's activities, supported users, teams and the university at large
  7. Highly personable with the ability to cultivate positive relationships with colleagues and stakeholders across the university
  8. A proactive approach focused on delivering results effectively. Capable of setting challenging yet achievable goals and dedicated to their successful attainment
  9. Proficient in working autonomously and taking the lead on projects and tasks. Ensures continuous communication with all stakeholders and consistently meeting delivery targets

Desirable criteria

  1. Prior involvement or exposure to the UK Higher Education sector, possessing a nuanced understanding of its dynamics, challenges and unique requirements whilst enabling effective navigation within this environment
  2. Competence in using design software like Canva or Adobe Creative Cloud suite, showcasing the ability to create visually engaging materials that resonate with diverse audiences, thereby enhancing communication and engagement strategies
  3. Exceptional natural aptitude in copywriting, capable of crafting compelling and impactful content aligned with university tone of voice guidelines