CRM Development & Administration Manager
Continuing education is one of the most prominent and dynamic fields in global higher education. The University of Cambridge Institute of Continuing Education is an established leader in the field, tracing its roots back to 1873. The Institute is based at the historic Madingley Hall campus, four miles west of Cambridge.
The Institute of Continuing Education provides leading courses, drawing on the resources of one of the world's best universities, for adults from all backgrounds. Most courses are open access or offer non-standard entry routes.
The role holder is responsible for ICE's (Salesforce) CRM system focussing on its ongoing development and rollout across the Institute, implementing and maintaining associated software tools, services and applications, and the day-to-day development, management, data integrity, training, documentation, updates and upgrades of the system. The CRM is used to support client relationship management and internal core administrative processes and is ICE's central data repository.
He/she reports to the Head of IT and Systems. This team is responsible for the management and development of the CRM and also the Institute's other operational systems, including the integration of data with core University systems where required. The role holder must ensure that the CRM supports the business needs of the Institute whilst fulfilling all regulatory and compliance mandates. The role holder has technical responsibility for the CRM and is the first line of support for all CRM users, and provides guidance on Salesforce to the Institute, to enable data-led decisions to be made.
He/she will proactively work with the Head of IT and Systems and the development team, and will create strong relationships with other departments within the Institute, such as Marketing, Academic Centres, Quality and Assurance and HR in order to identify inefficient processes and work with them on process improvement by developing new solutions in the CRM and provision of training and ongoing support. The role holder will also be responsible for managing the relationships with ICE's CRM external partners, Salesforce, TargetX and other 3rd party solutions integrated with the CRM.
Competitive salary available based on skills and experience.
Main duties cover:
- CRM development - system enhancements and automations to support key business processes, including identification and implementation of third-party plug-ins where appropriate
- Rollout, support and training across the Institute - management of the rollout of new features/functionality, including ongoing support and training
- Management Information - data provision via dashboards, views and reports to support informed decision-making across the organisation
- Engagement and awareness - external engagement; for example within the Salesforce community and also the wider Higher Education CRM communities.
- Relationship management - build strong relationships with ICE's CRM partners to ensure ICE gets the most out of their products, and taking an active role in conferences and events.
- CRM data management and integrity - data integrity and compliance and data exchange with other systems
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The successful candidate will have: - Experience of Salesforce development and administration (ideally including Sales Cloud and Service Cloud), ideally in the higher education sector. - An analytical mind, with good attention to detail, good problem-solving ability, and excellent organisational and communication skills
Their skills set will include: - Experience of business analysis - Some project management or co-ordination experience - An understanding of data, and experience of data manipulation/report writing - Experience of Microsoft Office applications - The applicant should be educated to degree level, (or equivalent) ideally with a minimum Salesforce Certified Administer (CRT-101) qualification.
Interviews will take place on Monday 19 June 2023
Please quote reference EA36690 on your application and in any correspondence about this vacancy.
The University actively supports equality, diversity and inclusion and encourages applications from all sections of society.
The University has a responsibility to ensure that all employees are eligible to live and work in the UK.