CRM Training and User Engagement Team Lead

2 weeks ago


Oxford, United Kingdom University of Oxford Full time

**The Opportunity**:
This is an excellent opportunity to join the University rated number one globally for the 7th consecutive year in the Times Higher Education World University Rankings.

The University of Oxford Development Office is responsible for raising the funding to support the university’s world class academic and research programmes and the University and colleges have recently completed the Oxford Thinking Campaign, which raised £3.34bn. This is the most successful fundraising campaign in higher education in Europe and the CRM team is a key facilitator of that fundraising effort.

We have identified and are recruiting for a key role within the team and are seeking an exceptional individual to support our mission.

**The Role**:
As the CRM User Engagement Team Lead, you will be responsible for leading a high-performing team that delivers excellent standards of customer service to a wide-ranging user base across the whole university including colleges, departments, research institutes, the Bodleian Library & Ashmolean Museum.

You will work closely with the Head of Development and Alumni Relations Systems (DARS) to ensure that our CRM system is effectively and efficiently utilized by all users. You will be responsible for developing IT training programs, conducting organizational training needs analysis, creating engaging communications, and implementing tangible improvements to the user engagement program.

To be successful in this role, you must have a proven track record of successfully leading and motivating high-performing teams that deliver excellent standards of customer service. You should also have experience as an IT Business Partner and software trainer and/or user engagement specialist, as well as experience in developing IT training programs for a complex system with a wide-ranging user base.

You must have excellent communication and interpersonal skills, with the ability to communicate complex and technical information to a variety of audiences, including at a senior level. You must also have the ability to interpret qualitative and quantitative datasets to produce insight-based business recommendations that inform decision making.

If you have a customer-focused approach to work, a passion for continuous improvement, and a desire to create the best possible customer experience, we would like to hear from you.

**Benefits**:
The Package - This is a full-time position with a competitive salary range of £43,414 - £51,805 per annum with possible extension to £56,592 plus an exceptional benefits package including:

- 30 days annual leave plus bank holidays, Easter & Christmas
- 21.6% employer pension contribution plus 9.8% employee contribution
- A comprehensive range of childcare services

**Selection Criteria**:
**Essential selection criteria**:

- A proven track record of successfully leading and motivating high-performing teams that deliver excellent standards of customer service.
- Proven experience as an IT Business Partner and software trainer and/or user engagement specialist.
- Experience of organizational training needs analysis.
- Experience of developing IT training programs for a complex system with a wide-ranging user base.
- Experience of creating engaging communications for an IT system user base.
- Excellent understanding of customer relationship management systems.
- Experience of implementing tangible improvements to a user engagement program.
- Educated to degree level or equivalent.
- Outstanding communication and interpersonal skills, with a track record of communicating complex and technical information to a variety of audiences, including at a senior level.
- Ability to interpret qualitative and quantitative datasets to produce insight-based business recommendations that inform decision making.
- Ability to swiftly learn new system processes.
- Excellent organizational skills; the ability to manage projects and workflow, balancing priorities and deadlines and using time and resources effectively.
- Impeccable attention to detail.
- A customer-focused approach to work.
- A passion for continuous improvement and a strong desire to create the best possible customer experience.

**Desirable selection criteria**:

- Experience of creating engaging and effective video IT training content.
- Experience as a business analyst for a complex IT system. (CRM Product Manager/ Product Owner)
- Experience of a Blackbaud CRM product.
- Experience of working with data in a university or fundraising context.

If you are interested in finding out more about the role, please go to:
**Monday**
**13 March 2023** can be considered. Interviews are currently planned to take place week commencing
**20 March 2023**.


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