Systems Lead (CRM) at British Council - Hybrid | Handmework

Overview

Full description from the employer source. Apply via the official link when ready.

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries. We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.

We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

We are recruiting to fill the position below:

Job Title: Systems Lead (CRM)

Job ID: 49190
Location: Nigeria (Hybrid)

Role Description / Purpose

We are seeking a Systems Lead (CRM) to drive the effective configuration, optimisation, and adoption of our Customer Relationship Management (CRM) platform across Customer Sales and Service operations.
This is a key role responsible for ensuring the CRM system supports high-quality customer engagement, streamlined workflows, strong data integrity, and the effective use of AI-driven capabilities.
Acting as the organisation's CRM Subject Matter Expert, you will provide technical expertise, operational insight, and strategic guidance to maximise the value of the CRM platform.
You will be responsible for maintaining system stability and performance, managing configuration changes, troubleshooting issues, conducting quality assurance activities, and monitoring platform effectiveness to ensure alignment with business requirements.
Working collaboratively with teams across Operations, Data & Analytics, Governance & Compliance, and Digital/IT, you will translate operational needs into practical CRM enhancements and workflow solutions. You will play a critical role in improving user adoption and capability by providing guidance, promoting best practices, and ensuring consistent and compliant data capture across the organisation.
The successful candidate will be proactive in identifying opportunities to improve processes, increase automation, enhance system functionality, and deliver a better customer experience. This is an exciting opportunity for someone who combines strong technical expertise with a customer-focused mindset and a passion for continuous improvement, data quality, and operational excellence.

Role Accountabilities

We are looking for a highly motivated Systems Lead (CRM) to act as the organisation's CRM Subject Matter Expert and play a pivotal role in driving the effective use, optimisation, and continuous improvement of our CRM platform. This position is central to ensuring that the CRM system supports excellent customer engagement, efficient operational processes, robust data management, and the adoption of emerging digital and AI-enabled capabilities.
As the primary point of contact for CRM-related queries, configuration, and troubleshooting, you will be responsible for maintaining and enhancing the platform to meet operational and governance requirements.
You will oversee the configuration and maintenance of workflows, fields, dashboards, automation, and system functionality, ensuring that the platform remains reliable, effective, and aligned with business needs.
Working closely with operational teams and technology stakeholders, you will monitor system performance, user behaviour, and data quality, using insights and analytics to identify opportunities for improvement.
You will lead CRM optimisation initiatives, gather and manage user feedback, and collaborate with Digital and IT teams to support issue resolution, system enhancements, updates, and release activities.
The role requires translating business requirements into functional CRM solutions, supporting testing and implementation activities, and developing guidance, documentation, and standard operating procedures that promote consistent and effective system use.
Data integrity, compliance, and quality assurance are key aspects of the role.
You will ensure that CRM data is accurate, reliable, and aligned with reporting requirements while supporting governance standards across the organisation.
You will proactively identify opportunities to improve processes, increase automation, optimise workflows, implement email automation solutions, and leverage AI-enabled and Agentic AI capabilities to enhance operational efficiency and customer experience.
The role also involves monitoring the effectiveness and performance of Salesforce integrations with connected business systems, identifying issues, and supporting ongoing improvements. As an internal advocate for CRM capability, you will champion best-practice usage, encourage user adoption, and drive a culture of continuous improvement across customer-facing teams.
In addition, you will manage the operational CRM change and New Business Request pipeline, ensuring that requests are effectively captured, assessed, documented, tested, prioritised, and progressed through established governance processes.
You will provide clear visibility of request status, dependencies, decisions, and delivery timelines to support informed decision-making and successful implementation.
As technology and digital capabilities continue to evolve, you will contribute to broader systems, automation, and digital transformation initiatives, helping to shape innovative solutions that support strategic business priorities and deliver long-term value for customers and colleagues alike.

Qualifications & Experience
Essentials:

Significant experience with CRM systems including configuration and troubleshooting
Experience implementing CRM automation and AI-enabled capabilities
Experience working with system integrations and monitoring integration performance across multiple business systems.
Strong understanding of customer service and sales workflows
Experience identifying opportunities for automation, including email automation and workflow optimisation.
Experience in creating CRM documentation
Ability to analyse data and system behaviour
Experience working with cross-functional teams
Understanding of data governance and compliance
Experience supporting system testing and rollouts
Strong communication and stakeholder management skills
Language Requirements: The British Council systems and global processes operate in English.
Written and verbal proficiency in English is required.

Desirable:

Experience with Salesforce administration or certification (e.g., Salesforce Admin)
Experience with Salesforce Agentforce and/or AI agents
Experience working in global or multi-market customer service environments.

Salary

This role is aligned to Pay Band 7.
Salary will be determined in accordance with the applicable Pay Band 7 salary range for the country in which the successful candidate is employed.
Country-specific salary details will be provided as part of the recruitment process.

Application Closing Date
6th October, 2026.

Interested and qualified candidates should:
Click here to apply online

Systems Lead (CRM)

Overview

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