CRM & Data Analyst

Role: CRM & Data Analyst

Grade and Salary: Grade 7, £37,174 - £46,735 per annum

FTE and working pattern: 1 FTE, 35hrs per week, Monday - Friday

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

Purpose of Role

The CRM and Data Analyst will play a key role in supporting the strategic objectives of the Business and Enterprise Directorate through effective data management, analysis, and system development. The post holder will be responsible for optimising the use of the Directorate’s  CRM platform to enhance engagement with external partners, support business development and enterprise activities, and drive data-informed decision-making.

Working collaboratively with colleagues across Business Development, the Enterprise Team, Marketing & Communications, Information Services, and other key internal stakeholders, the CRM and Data Analyst will ensure that systems and data processes are fit for purpose, user-friendly, and aligned with institutional priorities. They will act as the primary point of contact for CRM-related queries within the Directorate and will help embed best practice in data entry, reporting, and analysis

Key Duties & Responsibilities

CRM System Management

• Act as the Business and Enterprise lead for the CRM system, ensuring data quality, consistency, and accessibility across teams. This includes, maximising the university’s investment and supporting the delivery of objectives through a collaborative architecture.
• Oversee the configuration, customisation, and maintenance of the CRM system to meet the evolving needs of the Directorate.
• Manage user accounts, permissions, and security settings to ensure data integrity and compliance.

Stakeholder Engagement

• Work with stakeholders to capture user requirements and translate them into CRM system configurations, workflows, and dashboards.
• Facilitate regular meetings with key stakeholders to review system performance, gather feedback, and identify areas for improvement.
• Develop and maintain strong relationships with external partners and vendors to ensure seamless integration and support.

User Training and Support

• Provide training, guidance, and support to users to ensure effective and consistent use of CRM tools.
• Develop training materials and conduct workshops to enhance user proficiency and adoption.
• Serve as the primary point of contact for CRM-related queries and troubleshooting.

Data Analysis and Reporting

• Develop and deliver regular and ad hoc reports, visualisations, and insights to support strategic planning, performance monitoring, and stakeholder engagement.
• Utilize data analysis tools (e.g., Excel, Power BI, Tableau) to create interactive dashboards and reports that provide actionable insights.
• Monitor data quality and implement data cleansing processes to ensure accuracy and reliability.

System Integration and Maintenance

• Liaise with the Information Services team and external suppliers to support system maintenance, upgrades, and integrations with other platforms.
• Identify opportunities to improve data collection, management, and reporting processes across the Directorate.
• Lead on integration of the CRM system with other institutional systems (e.g., finance, research) to enhance data flow and usability.

Compliance and Governance

• Support compliance with data protection regulations and institutional data governance policies.
• Implement and enforce data governance best practices to ensure data security and privacy.
• Conduct regular audits and assessments to ensure compliance with relevant regulations and standards.

Essential & Desirable Criteria

Essential

1. Degree or equivalent experience in data analytics, information systems, business, or related field.
2. Proven experience in managing and administering CRM systems (esp. Salesforce).
3. Experience in data analysis, reporting, and dashboard creation.
4. Experience in supporting data-driven decision making
5. Experience supporting users and delivering training or guidance on systems use.
6. Strong Excel skills and proficiency in data visualisation tools (e.g. Power BI, Tableau).
7. Ability to extract, manipulate, and analyse data to generate actionable insights.
8. Familiarity with CRM system configuration and workflow automation.
9. Understanding of data protection and data governance principles.
10. Awareness of CRM best practices and system lifecycle management.
11. Strong communication and interpersonal skills.
12. Ability to work with both technical and non-technical users.
13. Proactive and collaborative approach to working across teams.
14. Strong attention to detail and commitment to data accuracy.

Desirable

1. Relevant professional qualification (e.g. Salesforce certification, data analysis courses).
2. Experience in a higher education or research/commercialisation environment.
3. Knowledge of higher education innovation, enterprise, or business development processes.
4. Ability to influence process improvement and change adoption across a directorate.
5. Interest in supporting innovation and external engagement in a university setting.

How to Apply

Applications can be submitted up to midnight (UK time) on Tuesday 20th May 2025.

Please submit your CV & covering letter via the Heriot-Watt on-line recruitment.

We welcome and will consider flexible working patterns e.g., part-time working and job share options.

Heriot-Watt University 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-Watt University 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 https://www.hw.ac.uk/uk/services/equality-diversity.htm and also our award-winning work in Disability Inclusive Science Careers https://disc.hw.ac.uk/ .

Use our total rewards calculator: https://www.hw.ac.uk/about/work/total-rewards-calculator.htm to 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.