Customer Relationship Management (CRM) and Data Officer. Reference No: Grade:

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1 Job Title: Customer Relationship Management (CRM) and Data Officer Reference No: Reports to: Access to Higher Education Manager Grade: D Working Hours: 37 hours per week Faculty / Service: Marketing and Recruitment Services Location: City Campus Main Purpose of Role: To support the Access to Higher Education Manager in ensuring that our CRM capabilities are effectively supported, continuously improved and developed. To support relationship building with potential students and applicants by ensuring that our CRM system is working to its full capacity. The role holder is responsible for maintaining data within the system to ensure that our CRM activities are targeted, timely and achieve maximum impact. Key Tasks and Responsibilities: Create and maintain accurate records for enquirers, applicants and other target audiences in the CRM system. Build, manage and maintain filters to ensure effective segmentation of records for specific messages and campaigns. Ensure that automated, regular data uploads run successfully and are fully completed. Support the overall maintenance and development of the CRM system, regularly checking the integrity and accuracy of data through good housekeeping, monitoring and prioritising issues, problem solving, taking effective actions and ensuring procedural best practice. Support colleagues in their use of the CRM system and ensure data quality, cleansing checks and consistency. Respond to CRM queries and offer information to a range of internal colleagues. Work closely with Service and Faculty colleagues to understand their requirements for a wide range of campaigns and interventions and to proactively meet their requirements. Contribute to the delivery of relevant action plans and the identified objectives. Provide regular and timely analytics and support to the Access to Higher Education Manager in the creation and analysis of trends to effectively target activities. Maintain booking systems and processes for CRM activity including recording campaign requests and logging these during each stage of the process to ensure outputs are achieved. Liaise with database suppliers, design companies and IT Services to ensure the efficient operation of appropriate systems. Contribute to user guides, handbooks and training sessions to new and

2 existing users within the university to maximise system usage. Support the Access to Higher Education Manager and other key contacts within the institution to identify, implement and analyse systems and process improvements. Keep up to date with developments in technology and proactively identify and review CRM products within the marketplace in line with our institutional needs. Contribute to new and improved options for system use. Perform administrative tasks in support of the CRM function. Support colleagues in the wider team with handling enquiries, delivering outbound call centres, attending events such as Open Days and applicant events. Promote the work of the Access to Higher Education team and good practice to internal and external groups and individuals. Contribute to the efficient functioning of the team, department and service as directed by the Access to Higher Education Manager and Assistant Director. Undertake any other duties deemed to be commensurate with the post that will contribute to effective and efficient service delivery. Special Circumstances: A flexible approach is required. This post will require working additional hours (including weekends and evenings) at key periods during the year. DBS clearance is also required in order to carry out this role. Occasional regional and national travel will be required.

3 Part 2A Qualifications and Professional Memberships: Key Knowledge and Expertise: Essential: Qualifications & Professional Memberships: Educated to degree level or equivalent, or possess significant relevant professional experience within a similar role. Demonstrable experience in using and maintaining customer focused databases in a higher education, public sector or commercial environment. Demonstrable experience of supporting users in their use of IT, electronic information and system analytics. Experience of mapping processes and identifying opportunities to improve efficiency. Demonstrable experience in understanding the needs of users and producing data to meet their requirements. Proven experience of working within a role that requires effective planning and organisational skills, strong attention to detail and an ability to negotiate, persuade and influence. Key Knowledge and Expertise (generic): Knowledge of how large computer systems are used to store complex data and their ability to influence business processes. Ability to build and develop relationships with a wide range of individuals and teams. Knowledge of the UK higher education sector and how institutions use student data to meet institutional aims and objectives. Ability to interpret data. Ability to pay attention to details and work under pressure to tight deadlines. Ability to work as part of a team, but also have the confidence to work independently (and plan/organise own workload). Ability to adapt a flexible approach to the demands of a dynamic environment in order to accommodate changes in priorities when required. Proven IT skills within a wide range of packages, specifically Microsoft Office, including Word, Excel, PowerPoint and Outlook. Desirable: Experience in a higher education focused environment providing a key first line service to customers. Key Knowledge and Expertise: Previous working knowledge of Hobsons Connect CRM system. Working knowledge and understanding of the University SITS (student records) system or similar comprehensive records system.

4 Part 2B Competencies Analysis and Research Designs and uses data gathering and analytical methods appropriate for each investigation. Recognises and accurately interprets patterns and trends. Recognises when additional data is required and identifies appropriate resources. Produces reports which identify key issues and findings. Communication Oral Communication Summarises and interprets complex, conceptual and special matters to aid others understanding and aimed at their needs. Uses appropriate styles and arguments to influence and negotiate satisfactory outcomes. Monitors understanding of others, develops approach and takes corrective action if required. Written Communication Conveys information of a complex, conceptual and specialist nature using a range of styles and media selected to meet the needs of others. Presents complex information in formats appropriate to non specialists without compromising meaning. Monitors the reactions of others and takes appropriate steps to remedy any miscommunications. Decision Making Independent Decisions Considers wider impact of decisions, assesses possible outcomes and their likelihood. Uses judgement to make decisions with limited or ambiguous data and takes account of multiple factors. Distinguishes between the need to make a decision, when to defer and when not to make a decision. Collaborative Decisions Helps others to explore options that initially appear to be inappropriate or unfeasible and recognise when a decision is or is not needed. Enables others to contribute to decisions. Ensures that options are weighted, outcomes identified and changes of success considered. Initiative & Problem Solving Analyses problems to identify their cause. Takes action to prevent recurrence of problems. Considers possible solutions to identify those which offer wider benefits. Obtains evidence to support intuition. Planning and Organising Resources

5 Service Delivery Has accurate and up to date knowledge of services available in own and related areas of work. Correctly refers customers elsewhere. Ensures that the experience of each customer is positive and satisfactory. Adapts services and systems to meet customer needs and identifies way of improving standards. Learns from complaints and takes action to resolve them. Collates feedback and views from customers and keeps up to date with market trends to inform service developments and make changes. Actively promotes services. Date Completed: September 2015

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