We are seeking an experienced and self-motivated individual to join us as the Future Students CRM Systems Officerwithin the Enquirer and Applicant Communications team in External Relations. This is a new post, and you will play a critical role with responsibility for development and maintenance of our new Customer Relationship Management (CRM) system - Microsoft Dynamics - and workflow that supports all aspects of Future Student engagement through the applicant journey.

You will be responsible for maintaining data integrity within the CRM system, as well as coordination of consistent data entry and leads capture methods, whilst supporting CRM users with system queries and providing essential training. A sound understanding of CRM systems and how they can be used in customer enquiry management and multi-channel lead generation campaigns is essential, along with experience of data segmentation, testing and marketing automation methods.

You will use your experience and knowledge of CRM systems to help drive forward our ambition to deliver a leading enquirer and applicant experience to a group of customers with high expectations and diverse needs.

Your priorities will include:

• Being the operational lead for the Future Students CRM system within External Relations. You will have Super User access and key responsibility for governance of the system.


• Taking lead responsibility for supporting adoption of the CRM system within External Relations and support future rollouts to other parts of the University.


• Being the first line of support for staff with both day-to-day and complex queries/issues relating to CRM systems and workflow, role-modelling excellent customer service standards in a timely and professional manner.


• Providing user training on CRM systems and workflow, including onboarding, navigation, business processes, creation of views and reports etc, including the production and maintenance of training materials.


• Ongoing system maintenance (see job description for details) and liaising with the System Administrators located in Digital Technology Services (DTS).

We're looking for someone who:

• Is educated to degree level and/or has relevant work experience.


• Has a proven experience of supporting and administering a CRM system (preferably Microsoft Dynamics).


• Has experience of supporting customer enquiry management and the delivery of multi-channel campaigns. You will also have experience or operational understanding of data segmentation, creating goal-oriented customer email journeys, lead scoring, testing and marketing automation methods.


• Has a strong understanding of the various information needs of different types of customers and how we can use the CRM system to meet these needs.


• Has excellent presentation, written and oral communication skills, and the ability to communicate complex information clearly to a range of audiences.

For full details, please see the attached job description.

For further information about this position please contact Karen Martin, Head of Enquirer and Applicant Communications at k.a.martin@dundee.ac.uk.

The diversity of our staff and students helps to make the University of Dundee a UK university of choice for undergraduate, postgraduate and distance learning. Family friendly policies, staff networks for BME, Disabled and LGBT staff, membership of Athena SWAN, the ECU Race Equality Charter and Stonewall as well a full range of disability services, create an enjoyable and inclusive place to work.