CRM Specialist (Student Systems)

Role: CRM Specialist (Student Systems)

Grade and Salary: Grade 7 (£37,694 - £47,389)

FTE and working pattern: Full-time (35hrs per week), Open-Ended

Holiday Entitlement: 33 days annual leaveplus 9 buildings closed days (and Christmas Eve when it falls on a weekday)

Purpose of Role

Reporting to one of our Student Systems Managers, the Student Systems Specialist (CRM) plays a critical role in the support, enhancement and ongoing development of the University's Customer Relationship Management (CRM) platforms.

The primary focus of the role is Microsoft Dynamics CRM, which supports recruitment, conversion, onboarding and engagement activities for the University’s students. As the University's CRM capabilities continue to evolve, the role will also contribute to the support and enhancement of other CRM platforms and customer engagement technologies used across the institution.

This is an excellent opportunity for a CRM professional to shape how a leading global university uses CRM technologies to engage prospective and current students. The role spans business analysis, application support, solution design, business process improvement, stakeholder engagement and continuous service development.

Our Microsoft Dynamics platform has been in place for a number of years and presents significant opportunities for optimisation, modernisation and extension. The successful candidate will work closely with business stakeholders, technical specialists and external partners to maximise the value delivered by CRM technologies, improve business processes, and help deliver an excellent applicant and student experience.

The balance of responsibilities will vary over time in line with operational priorities, business needs and strategic initiatives. At any one time, the postholder may be assigned either to major project work or to business-as-usual activities and smaller change initiatives.

About the Team

The Global Information Services directorate delivers the information, technology and digital services that support the University's activities across its global campuses. This straddles enterprise software applications, IT infrastructure, and Cloud services, as well as broader information services such as academic library provision, and support for learning and teaching.

The Applications & Data team is responsible for the reliability, enhancement and evolution of the University’s enterprise software applications and data platforms , particularly applications that underpin the digital student experience, finance, HR and the University’s web presence.

Our purpose is to ensure that core systems are:

• Reliable and secure in day-to-day operation.
• Fit for purpose as the University grows and changes.
• Able to support strategic ambitions , particularly the University’s Strategy 2035.

Summary of Key Duties and Responsibilities

CRM Platform Management

• Develop and maintain specialist expertise in the University's CRM platforms, with particular focus on Microsoft Dynamics CRM.
• Configure, administer and enhance CRM functionality, including workflows, forms, business rules, automation, security roles and user access.
• Act as the functional subject matter expert for CRM capabilities, providing advice and guidance to stakeholders and project teams.
• Investigate, diagnose and resolve application issues, ensuring service quality and system reliability.
• Plan, coordinate and undertake testing of system changes, upgrades and new functionality.
• Maintain system documentation, configuration records and support procedures.
• Evaluate new platform capabilities and recommend improvements that enhance service delivery and business outcomes.

Business Improvement and Delivery

• Work with stakeholders to understand business needs, gather and analyse requirements, and identify opportunities to improve processes, data quality and user experience.
• Translate business requirements into effective CRM solutions, configuration changes and process improvements.
• Support CRM-enabled processes associated with student enquiry management, recruitment, conversion, onboarding and ongoing student engagement.
• Collaborate with stakeholders to improve customer and student journeys through the effective use of CRM technologies and automation.
• Develop recommendations that maximise the value and return on investment of CRM technologies.
• Contribute to projects ranging from continuous improvement initiatives to major strategic change programmes.
• Support the development and adoption of CRM standards, governance arrangements and best practice.

Data, Integration, Reporting and Service Development

• Support the delivery of reporting and management information to meet operational and strategic requirements.
• Work with integration and development specialists to maintain and enhance integrations between CRM and other University systems.
• Promote high standards of data quality, governance, security and regulatory compliance.
• Maintain awareness of developments in Microsoft Dynamics and the wider CRM market, identifying opportunities to introduce new capabilities and improvements.
• Contribute to the ongoing development and roadmap of CRM services across the University.

User Support and Adoption

• Provide specialist support, guidance and training to CRM users across the University.
• Develop and maintain user guidance, training materials and knowledge resources.
• Support user acceptance testing, business readiness and change adoption activities associated with system enhancements.
• Promote effective use of CRM capabilities and consistent adoption of agreed processes and data standards.
• Build effective working relationships with stakeholders, suppliers and delivery partners, sharing knowledge and good practice across the University.

General

• Maintain strict adherence to data protection, information security and confidentiality requirements.
• Ensure all activities are conducted in accordance with University policies, standards and procedures.
• Undertake other duties commensurate with the grade of the post as reasonably required.

Please note that this job description is not exhaustive, and the role holder may be required to undertake other relevant duties commensurate with the grading of the post.Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.

Education, Qualifications & Experience

Essential Criteria

• Degree-level qualification, relevant professional qualification, or equivalent practical experience.
• Demonstrable hands‑on experience configuring and administering Microsoft Dynamics CRM / Dynamics 365, including workflows, business rules, security configuration, forms, views and user management.
• Experience gathering, analysing and documenting business requirements, and translating these into CRM solutions or system improvements.
• Experience planning, testing and implementing system changes, upgrades or enhancements.
• Experience providing application support and troubleshooting complex system issues.
• Strong analytical and problem-solving skills, including experience using data and reporting tools to support decision-making.
• Ability to communicate effectively with both technical and non-technical stakeholders and build productive working relationships.
• Knowledge of data governance, information security and data protection principles in relation to enterprise systems.

Desirable Criteria

• Experience of other CRM platforms, such as Salesforce or equivalent enterprise CRM solutions.
• Experience of student recruitment, admissions, marketing, customer engagement or similar customer lifecycle processes.
• Experience of CRM transformation, optimisation, automation or platform modernisation initiatives.
• Experience working in Higher Education or another large, complex organisation.
• Experience of reporting and dashboard tools such as Power BI.
• Microsoft Dynamics certifications or other relevant CRM-related professional certifications.

Heriot-WattUniversity is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised, and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.

Heriot-WattUniversity values diversity across our university community and welcomes applications from all sectors of society, particularly from underrepresented groups. For more information, please see our website also our award‑winning work in Disability Inclusive Science Careers

Use our total rewards calculator: see the value of benefits provided by Heriot-Watt University.

About Heriot-Watt University

At Heriot-Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team.

Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community.

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