CRM & Digital Services Team Lead

Westfield Secondary School; Sheffield; On-site; GBP 55,000 - 70,000; Full time

Job summary

Sheffield City Council is seeking a CRM Team Manager to lead the support, development and continuous improvement of the CRM platform and related digital services, including My Account, online forms and automated workflows. You will oversee delivery, prioritisation and risk management to balance resources across Digital Innovation and other council services.

You will drive improvements in customer journeys, ensure security and accessibility standards, and develop team capability through coaching

Qualifications

• Strong leadership and people-management skills with coaching experience.
• Knowledge of CRM platforms, self-service and workflow automation.
• Experience leading development, support and improvement of digital systems.
• Understanding of online forms, workflow automation, case management and integrations.
• Ability to manage multiple projects and cross-functional teams.
• Excellent planning, prioritisation and stakeholder management.

Responsibilities

• Lead the specialist team for CRM support, development and improvement.
• Oversee development pipeline, platform performance and risks.
• Plan resources across support, transformation and improvement activities.
• Collaborate with other managers to align priorities and resources.
• Develop team capability through performance management and coaching.
• Serve as the link between stakeholders, suppliers and technical teams.
• Ensure security, accessibility, data protection and governance standards.
• Drive improvements to digital services and customer journeys through automation.
• Monitor service performance and customer feedback for continuous improvement.

Skills

Leadership

CRM platforms

Stakeholder management

Project management

Change management

Communication

Digital service delivery

Team development

Job description

Sheffield City Council is seeking a CRM Team Manager to lead the support, development and continuous improvement of the CRM platform and related digital services, including My Account, online forms and automated workflows. You will oversee delivery, prioritisation and risk management to balance resources across Digital Innovation and other council services.

You will drive improvements in customer journeys, ensure security and accessibility standards, and develop team capability through coaching