CRM Insights and Engagement Specialist

State Library of NSW; Sydney; On-site; AUD 117,000 - 129,000; Full time

Benefits offered by this job

Flexible working arrangements

Wellbeing events and initiatives

Professional development opportunities

Staff discounts at Library café and书

Staff engagement activities

Job summary

The State Library of NSW is seeking a CRM Insights and Engagement Specialist to transform customer and stakeholder data into actionable insights that drive engagement, retention, acquisition and customer experience outcomes. Reporting within the Experience and Engagement Division, you will maximise the value of our CRM platform and partner with multiple teams across the Library.

You will analyze engagement trends, develop audience intelligence, deliver reporting and dashboards, and help build

Qualifications

• Relevant tertiary qualifications in marketing, communications, information technology or a related discipline.
• Demonstrated experience with CRM platforms, preferably Microsoft Dynamics, and reporting and visualisation tools such as Power BI.
• Strong understanding of CRM principles, customer lifecycle management, audience segmentation, customer journeys and engagement strategies.
• Experience partnering with a diverse range of stakeholders to maximise the value and benefits of CRM systems.
• Demonstrated experience delivering data analysis and reporting, including identifying trends, opportunities and risks to support engagement outcomes.
• Excellent communication and stakeholder engagement skills, with the ability to provide guidance, training and support to CRM users.

Responsibilities

• Transform customer and stakeholder data into actionable insights to drive engagement and customer experience outcomes.
• Analyse engagement trends, develop audience intelligence, and deliver insightful reporting and dashboards.
• Identify opportunities to strengthen relationships and organisational performance across the Library.
• Act as a bridge between business stakeholders and technical teams to evolve the CRM platform.
• Contribute to CRM enhancements and support development of customer journeys and audience segmentation models.

Skills

CRM platforms

Power BI

Microsoft Dynamics

Data analysis

Audience insights

Stakeholder engagement

Communication

Education

Marketing, Communications or IT degree

Tools

Microsoft Dynamics

Power BI

Job description

CRM Insights and Engagement Specialist

Experience & Engagement Clerk, Grade 7/8 | Temporary 12-month opportunity with the possibility of ongoing

• Help shape how audiences connect with the State Library by turning data into meaningful engagement strategies
• Competitive remuneration package up to $146,779 p.a. (package includes salary between $116,981 - $129,492 p.a., plus employer's contribution to superannuation and annual leave loading)

About the State Library

The State Library of New South Wales is one of Australia's oldest and most important public institutions.

The Library preserves and presents the history of our State and our Nation for the benefit of all, offering essential services, extraordinary collections and magical experiences.

Its rich collections, both physical and digital, alongside partnerships with the public library network across NSW and other vibrant collaborations enable Australians to examine their past and imagine their future.

About the Role

The State Library of NSW is seeking a CRM Insights and Engagement Specialist to play a key role in transforming customer and stakeholder data into actionable insights that drive engagement, retention, acquisition and customer experience outcomes.

Reporting within the Experience and Engagement Division, you will work across the Library to maximise the value of our CRM platform, partnering with teams including Learning, Scholarship and Outreach, the Library Foundation, and other key stakeholders.

You will analyse engagement trends, develop audience intelligence, deliver insightful reporting and dashboards, and identify opportunities to strengthen customer relationships and organisational performance.

As the bridge between business stakeholders and technical teams, you will help ensure the Library's CRM platform continues to evolve to meet operational needs.

You will contribute to CRM enhancements, support the development of customer journeys and audience segmentation models, provide guidance on CRM best practice, and help build staff capability through training and support resources.

About you

You are an analytical and collaborative professional with experience using CRM systems to improve customer engagement and organisational outcomes.

You bring strong experience in data analysis, reporting and audience insights, with the ability to identify trends, opportunities and risks that support informed decision-making.

You are comfortable balancing strategic analysis with operational support and can manage competing priorities while building effective relationships across a complex organisation.

To succeed in this role, you will have:

• Relevant tertiary qualifications in marketing, communications, information technology or a related discipline, or equivalent demonstrated professional experience.
• Demonstrated experience working with CRM platforms, preferably Microsoft Dynamics, and reporting and visualisation tools such as Power BI.
• Strong understanding of CRM principles, customer lifecycle management, audience segmentation, customer journeys and engagement strategies.
• Experience partnering with a diverse range of stakeholders to maximise the value and benefits of CRM systems.
• Demonstrated experience delivering data analysis and reporting, including identifying trends, opportunities and risks to support engagement outcomes.
• Excellent communication and stakeholder engagement skills, with the ability to provide guidance, training and support to CRM users.

What we offer

The State Library of NSW is a great place to work. We are a purpose-driven organisation, and you would be working with colleagues who are collaborative, knowledgeable, and like-minded. Working at the Library gives you access to a range of benefits including:

• Flexible working arrangements
• A range of wellbeing events, lunchtime groups and initiatives like discounted gym programs, annual flu vaccinations and access to an employee assistance program
• Professional development opportunities including time off for study
• Staff discounts at the Library café and bookshop
• Staff engagement activities

Eligibility to apply

To be eligible to apply for this role you must be either;

• an Australian citizen
• a permanent resident of Australia
• a New Zealand citizen with a current New Zealand passport or a citizen of another country with an appropriate visa that allows you to work in Australia for the period of temporary employment, or if you are seeking ongoing employment, you must hold a permanent visa that allows you to work in Australia.

Appointment to this role is subject to Pre-employment Checks. Additional checks may be required throughout your tenure at the Library should the accountabilities of your role change.

The State Library of NSW welcomes and encourages applications from people with diverse backgrounds, including Aboriginal and Torres Strait Islanders, LGBTQI+, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, veterans and workers of all ages.

We provide adjustments to the recruitment process for candidates including individuals with disability. If you require an adjustment to be made during the recruitment process (including alternate formats) or have an enquiry about the support provided, please contact the People and Culture Team on [e-mail] or 9273 1794.

Talent Pool Applicants not initially offered a role but have been assessed through the recruitment process as being suitable will be placed in the Talent Pool to fill future ongoing and temporary vacancies as they arise. Placement in the Talent Pool remains valid for 18 months.

Role Description (pdf) Role Description (word) Applying for a role in the NSW Public Service NSW Public Sector Capability Framework State Library Accessibility Guide The Guide for applying for roles at the State Library of NSW will assist you in completing your application and provide an understanding of the selection process.

If you have any questions about the role, contact Rani Haywood on [e-mail] or (02) [phone] .

Closing date for applications: Wednesday 30th September 2026 at 10:00am.