University of Bristol, CRM Coordinator
Reporting to the Heads of the Partnership team and Key Partnership Managers, you will:
* Be the expert and point of contact for the CRM user community, including academic and professional service colleagues at all levels, providing support and training based on your experience of D365.
* Promote the CRM system to wider usership within the University by organising CRM campaigns, such as email promotions and videos and monitor and assess effectiveness of the campaigns.
* Provide administration support for the Partnerships Database users, including creating training documents, providing refresher training sessions to existing users, training new users, and liaising with IT about new licenses.
* Develop and oversee the production of business intelligence reports, providing in depth interpretation and analysis of the University's business engagement activity to senior decision makers within the University
* Proactively engage with the Database users to identify issues, investigate and resolve incidents and run daily/ monthly/ quarterly data cleansing exercises such as de-duplication, merging, etc. Maintain and improve the CRM system as a single source of truth with accurate and consistent data.
* Keep detailed records of technical issues, solutions, and configurations for future reference, as well as seek out advice from more senior IT and other colleagues to develop knowledge and understanding user requirements of the system.
* Strong IT skills and ideally experience of working with a CRM database system (e.g. Salesforce, Zoho, HubSpot), preferably Microsoft Dynamics 365
* Excellent communications skills, both oral and written
* Excellent organizational skills with the ability to handle multiple projects simultaneously and meet deadlines.
* Enjoy providing customer service and helping people learn and solve IT challenges.
* Open to feedback and willing to continuously learn and improve processes.
These are our ideal requirements, but we know some people are less likely to apply for the role unless they are 100% qualified. The University promotes a supportive and empowering culture, please apply if you meet the majority of these competencies.
The University of Bristol is a top 5 UK university for research quality that engages with a wide range of external partners from industry to local governments, charities to other civic organisations. As part of the central Division for Research, Enterprise and Innovation (DREI), the Partnerships team develop and support partnerships and partnership culture University-wide. We achieve this by providing expertise and guidance on working with all kinds of partners to ensure the greatest value is generated for the institution and its partners and we manage a portfolio of the University’s key strategic partnerships, as well as a database called the Partnerships Database, which is the University’s Customer Relationship Management (CRM) system for managing and recording all external engagement activity.
An opportunity has arisen for an enthusiastic and IT oriented individual to join our team as the CRM coordinator to support the Partnership Database, which is hosted in Microsoft Dynamics 365. The CRM is presently undergoing an update to enable greater functionality, including event management and bulk emailing as well as a host of other upgrades making it more useful to a wider audience across the University.
With nearly 100 users and an expectation that this number will increase as the new features and updates come online, you will play a key role in the growth and wider adoption of the system from the Vice Chancellor’s office to professional services staff in every faculty, school and institute. You will be involved in creating and executing the new CRM strategy within the University, including designing / delivering CRM campaigns and promotional activities, developing and delivering training sessions and making the platform more user friendly. You will support all CRM users and act as the main point of contact between end users and IT services.