CRM and Performance Reporting Officer

Role: CRM & Performance Reporting Officer (Dubai)

Grade: 5

Directorate: Marketing, Recruitment, Admissions & Communications (MRAC)

Location : Dubai Campus

FTE and working pattern: 1 FTE (full-time- 35 hours per week) open-ended.

Key Responsibilities

CRM & Systems Management

- Build, manage and optimise CRM workflows, automation journeys, and communication campaigns
- Maintain data integrity across CRM and related systems
- Monitor application stage progression and conversion metrics
- Support system testing and enhancements
- Access administration support

Admissions Workflow Support

- Ensure accurate tracking of application status, documentation, and offer conditions
- Support discount and scholarship recording within CRM
- Assist with intake readiness checks and enrolment reporting

Reporting & Data Analysis

- Support with produce regular MRAC dashboards and performance reports (applications, offers, deposits, enrolments)
- Support COA monitoring and discount analysis
- Identify trends in applicant behaviour and conversion

Campaign & Communication Execution

- Deploy targeted communication campaigns for different applicant segments
- Support May/September/January intake conversion strategies
- Coordinate messaging with Recruitment and Marketing teams

Compliance & Governance

- Support CHEDS and regulatory data reporting processes
- Ensure CRM data aligns with institutional and regulatory requirements
- Assist in audit preparation where required

Cross-Functional Collaboration

- Work closely with Recruitment, Admissions, Finance, and Planning teams
- Provide operational CRM insights to inform strategy
- Support training of users on CRM processes

Continuous Improvement

- Identify automation opportunities to reduce manual processing
- Recommend enhancements to CRM workflows
- Contribute to digital transformation initiatives within MRAC

Education, Qualifications & Experience:

Essential

- Excellent literacy and numeracy skills or similar or equivalent experience,
- Experience of working within a similar environment as outlined above, specifically with a focus on multi-channel customer experience,
- Competent in the use of relevant IT packages including Microsoft Excel, Word and Outlook
- Well-developed interpersonal skills,
- Demonstrable professional and proactive approach,
- Evidence of excellent attention to detail,
- Appreciation of working with confidential information,
- Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment,
- Demonstrable provision of excellent customer service.

Desirable

- Educated to a degree level,
- Experience of administration in a higher or secondary education environment,
- Understanding and knowledge of UAE and international education markets and current issues,
- Experience of working with databases i.e. Student Record or CRM systems
- Experience of enquiry management systems

‘How to Apply’

Please submit your CV and a cover letter setting out how you meet the criteria for this role.

Shortlisted candidates may be invited to complete an on-demand-video interview as the first stage of the selection process. Successful candidates will then proceed to in-person formal interviews at our Dubai campus. Following the formal interview, the preferred candidate will attend a second interview with senior staff at the Dubai campus before a final offer decision is made.

At Heriot Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team.

Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community.

Heriot-Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.

The appointment is conditional upon successful completion of all Labor and Immigration formalities, and the start date will need to be delayed if the employment visa is not in place.