Customer Relationship Management (CRM) Service Owner

University of Bath; Bath; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Free counselling services

Cycle to work scheme

Electric vehicle salary sacrifice scheme

Staff discount at Team Bath gym

Generous employer contributory pension schemes

Generous annual leave allowance

Personal and professional development opportunities

Free entry to the Holburne Museum

Family-friendly workplace

Relocation allowance

Visa reimbursement

Job summary

A leading UK university in Bath is seeking a Customer Relationship Management (CRM) Service Owner. This pivotal role involves developing a scalable CRM environment, ensuring it meets operational needs while engaging stakeholders across the institution. You will provide expert advice on CRM strategies and chair the CRM Working Group. The ideal candidate has significant experience with CRM applications, data analysis skills, and a strategic mindset to align CRM initiatives with university priorities.

Qualifications

• Significant experience working with CRM applications in a complex organization.
• Enjoys monitoring product performance and analysing data to drive improvement.
• Confident engaging with stakeholders at all levels.
• Can translate technical concepts into clear business benefits.
• Experience with external suppliers and understanding of procurement processes.
• Understands how CRM strategy supports organizational priorities.

Responsibilities

• Own and develop a stable, scalable CRM environment.
• Define and communicate a clear vision for CRM.
• Chair the CRM Working Group to shape future CRM solutions.
• Chair the CRM Working Group across the University.
• Engage with external suppliers and procurement processes.
• Collaborate with Marketing to deliver enterprise CRM solutions.

Skills

Experience with CRM applications

Data analysis

Engagement with stakeholders

Translating technical concepts

Supplier and procurement understanding

Strategic thinking

Job description

Customer Relationship Management (CRM) Service Owner

Join to apply for the Customer Relationship Management (CRM) Service Owner role at University of Bath

Are you ready to shape how a university builds meaningful, lasting relationships with its stakeholders? Stakeholder engagement is central to the University’s success. This newly created CRM Service Owner role offers a unique opportunity to work collaboratively across the institution to deliver our strategic ambitions through effective, enterprise-level CRM solutions.

Based within the Marketing team, the CRM Service Owner will hold a cross‑organisational mandate to own and develop a stable, scalable CRM environment. You will define and communicate a clear vision for CRM, ensuring it meets operational needs and delivers measurable value across the University.

This is an exciting time to join. Our CRM Futures programme is already delivering tangible benefits and is backed by strong senior leadership sponsorship. Building on this momentum, you will provide expert advice, act as a business ambassador for Agile CRM development, and provide strategic oversight to ensure CRM initiatives agreed through governance are successfully delivered.

You will also chair the CRM Working Group, bringing together practitioners from across the University, and play a key role in shaping the future direction of CRM solutions that support staff, students, and the wider stakeholder community.

About You

• Has significant experience working with CRM applications in a complex organization
• Enjoys monitoring product performance and analysing data to drive improvement
• Is confident engaging with stakeholders at all levels of the organisation
• Can translate technical concepts into clear, meaningful business benefits
• Has experience working with external suppliers and an understanding of procurement processes
• Can see the bigger picture and understand how CRM strategy supports organisational priorities

Further information:

This role is offered on a full time (36.5 hours per week) permanent basis.

For an informal discussion, please contact Corinne Evans, Executive Director (External Relations), at [e-mail], or Peter McSweeney, Project Manager, at [e-mail]. However please ensure that you submit your application through the University of Bath website.

We consider ourselves to be a university where difference is celebrated, respected and encouraged. We have an excellent international reputation with staff from over 60 different nations and have made a positive commitment towards gender equality and intersectionality receiving a Silver Athena SWAN award. We truly believe that diversity of experience, perspectives, and backgrounds will lead to a better environment for our employees and students and encourage applications from all genders, backgrounds, and communities, particularly from under‑represented groups, and value the positive impact that will have on the university. We are committed to maintaining a safe and secure environment for our students, staff, and community by reinforcing our Safer Recruitment commitment.

We’re very proud to be a signatory of the Armed Forces Covenant. an accredited Disability Confident Leader; autism friendly university, committed to building disability confidence and supporting disabled staff.

Benefits

• Free counselling services through Health Assured
• Cycle to work scheme
• Electric vehicle salary sacrifice scheme
• Staff discount at Team Bath gym
• Staff discounts on postgraduate tuition fees
• Staff discount on language courses
• Generous employer contributory pension schemes
• Generous annual leave allowance with an additional 5 discretionary days so that you can enjoy a positive work life balance
• A wide range of personal and professional development opportunities including Apprenticeships, LinkedIn Learning and more
• Free entry to the Holburne Museum in Bath
• Local discounts and more
• A family-friendly workplace
• An excellent reward package that recognises the talents of our diverse workforce
• Relocation allowance
• Visa reimbursement and Interest‑Free Loan to help with the cost of some immigration expenses

Find out more about our benefits and watch the video to hear from our staff about what makes the University of Bath a great place to work as well as following us on X and LinkedIn.

Terms and Conditions of Employment

Right to Work in the UK: We do not assess immigration or right to work status until offer stage. Being invited to interview does not guarantee you are eligible for visa sponsorship and all offers are conditional on meeting right to work requirements. Further information is available on our application support webpage.

Anonymous shortlisting: We are constantly seeking to reduce the unconscious bias that enters any assessment process, with the goal of creating an inclusive and equal assessment process. To support this, personal details such as your name, may be removed from application forms at the initial shortlisting stage.