Head of CRM Platforms

Introduction:

At the University of Manchester, our heritage is a story of bold ideas and transformative breakthroughs from pioneering modern computing to reshaping digital landscapes today.

We thrive in a culture of innovation, inclusivity, and continuous evolution. Our journey is one of embracing change and building for tomorrow, where every initiative is driven by a passion to create a better, more connected world.

Why we are Hiring:

We are embarking on a ground-breaking transformation in the way we engage with our community, students, alumni, researchers, and partners alike. Our current CRM technologies, once state-of-the-art, now need a modern, unified approach. This is more than a technology upgrade; it's a strategic evolution.

We aim to consolidate our CRM capabilities to deliver a unified customer view and curate tailored experiences for different users/customers. Whether it's attracting new students, supporting them throughout their journey, engaging alumni, or driving research collaborations, our goal is to create long-lasting, valuable relationships. This is a rare opportunity for a visionary leader to shape the future of digital engagement at one of the world's leading institutions.

About this Role:

As the Head of CRM Platforms, you will own the strategic vision and day-to-day management of our CRM systems, leading the transformation of our customer engagement practices by developing and executing a dynamic roadmap that aligns with our organisational goals. Your role is to reimagine how we leverage CRM technology to deliver exceptional experiences-from the initial contact with prospective students to lifelong engagement with alumni, and robust collaborations in the research space.

You will guide a high-performing team, drive best practices in platform governance, and manage key relationships with vendors and third-party partners. In this role, you will be instrumental in turning our CRM platforms into strategic assets that propel the University forward, ensuring we remain agile, efficient, and at the forefront of digital innovation.

What we look for:

• Strategic Visionary: A forward-thinking leader who can craft and execute a unified CRM strategy that transforms legacy systems into a modern, agile solution.
• Digital Innovator: Expertise in consolidating diverse CRM technologies and delivering tailored, engaging experiences across multiple user journeys.
• Collaborative Leader: Exceptional communication and stakeholder management skills to inspire teams and build enduring partnerships across the University.
• Commercially Savvy: The ability to manage vendor relationships and financial aspects of the platform, ensuring cost optimisation and long-term value.
• Adaptable & Growth-Oriented: A passion for continuous improvement and a willingness to embrace new technologies and methods in a rapidly evolving digital landscape.

Key Information - Diversity, Equity and Inclusion:

At the University of Manchester, we celebrate diversity as the cornerstone of innovation. We are committed to fostering an inclusive environment where every individual's perspective is valued, and everyone has the opportunity to contribute and grow. We offer flexible working arrangements, a supportive culture, and a comprehensive benefits package that recognises the unique needs of our community.

If you're ready to lead a transformative journey and shape the future of customer engagement in a world-class institution, we invite you to join us on this exciting adventure. Embrace the opportunity to innovate, inspire, and build lasting impact at the University of Manchester.

What you will get in return:

• Fantastic market leading Pension scheme
• Excellent employee health and wellbeing services including an Employee Assistance Programme
• Exceptional starting annual leave entitlement, plus bank holidays
• Additional paid closure over the Christmas period
• Local and national discounts at a range of major retailers

As an equal opportunities employer we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit.

Our University is positive about flexible working - you can find out more here .

Hybrid working arrangements may be considered.

Enquiries about the vacancy, shortlisting and interviews:

Name: contact our IT Resource Management Team

Email: .

General enquiries:

Email: .

Technical support:

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This vacancy will close for applications at midnight on the closing date.

Please see the link below for the Further Particulars document which contains the person specification criteria.