CRM & Digital Services Team Lead

Sheffield City Council HQ; Sheffield; On-site; GBP 60,000 - 85,000; Full time

Job summary

Sheffield City Council is transforming its digital public services and CRM ecosystem. The role leads the team responsible for CRM support, development and continuous improvement of customer-facing digital services, including My Account, online forms, and workflow automation.

You will oversee delivery, performance, and governance while working across Digital Innovation and other council services to improve customer experience.

Qualifications

• Proven experience leading teams responsible for CRM platforms and related digital services.
• Experience delivering customer-facing digital forms and workflows.
• Strong planning, prioritisation and governance capabilities.

Responsibilities

• Lead the team responsible for the CRM platform and associated digital services.
• Oversee development, delivery, support and continuous improvement pipelines.
• Plan resources, priorities and risks across multiple workstreams.
• Collaborate with other managers to align delivery with strategy.
• Ensure security, accessibility, data protection and architectural standards are met.
• Drive service improvements and digital transformation initiatives.
• Monitor performance and stakeholder feedback for continuous improvement.

Skills

Leadership

CRM platforms

Workflow automation

Online forms

Project management

Stakeholder mgmt

Change control

Info security

Data protection

Communication

Job description

Sheffield City Council is transforming its digital public services and CRM ecosystem. The role leads the team responsible for CRM support, development and continuous improvement of customer-facing digital services, including My Account, online forms, and workflow automation.

You will oversee delivery, performance, and governance while working across Digital Innovation and other council services to improve customer experience.