Community Experience Coordinator - CRM & Process Improvement

City of Salisbury, South Australia; Adelaide; On-site; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Free car parking

Flexible work options

Professional development opportunities

Job summary

The City of Salisbury is seeking an experienced Community Experience Coordinator to join our Brand, Communications and Experience team. You will support and enhance CRM systems, drive continuous improvement, and help deliver exceptional community experiences across the organisation.

Reporting to the Lead Community Experience, you will administer CRM, develop reports, train staff, and collaborate with leaders to optimise processes and data-driven service delivery.

Qualifications

• Experience with CRM or customer management systems.
• Strong analytical, problem-solving and continuous improvement skills.
• Excellent communication, presentation and stakeholder engagement skills.
• Experience developing and delivering training and user support.
• Ability to manage competing priorities and work with minimal supervision.
• Strong organisational skills and attention to detail.

Responsibilities

• Provide support and administration for Council's CRM system and related community experience platforms.
• Monitor and manage CRM support requests, providing advice and troubleshooting assistance.
• Coordinate CRM enhancements, upgrades, testing and implementation activities.
• Identify and implement opportunities for process improvement across customer and community experience functions.
• Analyse system and customer interaction data to provide insights and recommendations.
• Develop reports and dashboards for leaders and key stakeholders.
• Design and deliver training programs, system guides and user resources.
• Support continuous improvement within Council's Contact Centre phone system.
• Build effective working relationships across the organisation to drive positive change and improved outcomes.
• Contribute to projects that enhance community experience and service excellence.

Skills

CRM systems

Analytical thinking

Stakeholder engagement

Training delivery

Process improvement

Data analysis

Communication

Tools

Salesforce

Job description

The City of Salisbury is seeking an experienced Community Experience Coordinator to join our Brand, Communications and Experience team. You will support and enhance CRM systems, drive continuous improvement, and help deliver exceptional community experiences across the organisation.

Reporting to the Lead Community Experience, you will administer CRM, develop reports, train staff, and collaborate with leaders to optimise processes and data-driven service delivery.