Interim Head Of CRM

Michael Page; Southampton; On-site; GBP 60,000 - 80,000; Full time

Job summary

Michael Page is seeking an Interim Head of CRM in Southampton to lead CRM strategy and operations within the not-for-profit/education sector. You will oversee CRM system improvements, reporting, and stakeholder engagement to support digital goals.

You will coordinate campaigns, enhance the applicant journey, and align CRM processes with university priorities while contributing to leadership discussions and ongoing student experience initiatives.

Qualifications

• Relevant qualification or postgraduate experience in Higher Education, IT, CRM or related field.
• Experience managing CRM projects and system implementations.
• Proven project and people management skills.
• Strong technical knowledge of CRM systems and reporting.

Responsibilities

• CRM Product Management (30%): Manage and improve the CRM system, identify fixes/features, support design/testing, promote best practice, develop reporting for evidence-based decisions.
• Enquirer and Conversion Campaigns (25%): Coordinate and evaluate CRM campaigns with faculties to improve applications and conversions using data.
• Enquirer Experience (15%): Ensure excellent service for prospective students and applicants, review performance, improve journey.
• Non-UCAS Application Processes (10%): Manage CRM processes for various programs, promote unified platform and resource allocation.
• Data and Insight (5%): Work with Policy & Insight to use data for market analysis and planning.
• Senior Leadership & Faculty Engagement (5%): Support leadership team, assist with market performance and meetings.
• Wider Student Experience (5%): Support initiatives to improve applicant and student experience, including events.
• Other Duties: Undertake other duties as agreed.

Skills

CRM project management

Stakeholder management

Data analysis

Team leadership

Campaign management

Customer journey optimization

Education

Postgraduate-level experience in Higher Education/CRM

Tools

CRM software

Reporting tools

Job description

This Interim Head of CRM role in Southampton focuses on managing and improving CRM systems within the not-for-profit sector. You'll ensure the smooth running of CRM strategies, supporting the organisation's digital goals.

Client Details

The role is based within the education sector in the South of the UK

Description

CRM Product Management (30%)

Manage and improve the GRA CRM system, identifying fixes and new features, supporting design and testing, promoting best practice, and developing reporting to support evidence-based decisions.

Enquirer and Conversion Campaigns (25%)

Coordinate and evaluate CRM campaigns with Faculties and professional services to improve applications and conversion, using data and performance metrics to drive improvements.

Enquirer Experience (15%)

Ensure an excellent service for prospective students and applicants, reviewing team performance and improving the customer journey.

Non-UCAS Application Processes (10%)

Manage CRM processes for PGR, PGT, study abroad and pre-sessional English, promoting a unified platform and flexible resource allocation.

Data and Insight (5%)

Work with Policy & Insight to use enquirer and applicant data to inform market analysis and future planning.

Senior Leadership and Faculty Engagement (5%)

Contribute to the Student Recruitment & Events senior leadership team, supporting market performance and representing the team at Faculty of Medicine meetings.

Wider Student Experience (5%)

Support wider initiatives to improve the applicant and student experience, including registration, open days, recruitment events, confirmation and clearing.

Other Duties

Undertake other duties as agreed with the line manager

Profile

• Relevant professional qualification or postgraduate-level experience in Higher Education, IT, CRM or a related field.
• Experience managing CRM projects, including system implementation.
• Proven project and/or people management skills.
• Strong technical and operational knowledge of CRM systems.
• Ability to align work with University priorities.
• Ability to plan and manage major projects in line with organisational strategy.
• Creative and technical experience in conversion activities and communication campaigns.
• Ability to identify trends, analyse complex issues and develop innovative solutions.
• Willingness to challenge existing approaches and improve performance.
• Ability to manage team dynamics and resolve conflict.
• Experience developing staff skills and providing expert guidance.
• Proactive management of staff, processes, resources and projects.
• Ability to influence stakeholders and maintain effective relationships.
• Confidence in resolving tensions and difficulties.
• Ability to produce clear, concise, evidence-based reports for specialist and non-specialist audiences.
• Strong understanding of customer service in higher education and commitment to delivering a high-quality service.

Job Offer

• Interim role
• 12 month FTC
• 2 days on campus - reporting into the CMO
• Secondment opportunity