Systems Lead (CRM)

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

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

Important Information

- Contract type: Indefinite contract.
- 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.
- Working Model: Hybrid. British Council supports working in new ways such as hybrid working, subject to full approval by line management and conditional upon our ability to provide the appropriate level of service.  This may not be appropriate for all roles but can be explored at interview.
- Location: UK, Bulgaria, Romania, Czech Republic, and Poland.
- Proof of Identity requirements & right to work in the countr y: Applicants must have the legal right to work in the stated locations. Visa sponsorship and relocation assistance are not provided.

Closing Date : Tuesday 6th October 2026

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email [email protected]