The British Council is the UK’s international organisation for cultural relations and educational opportunities. It creates opportunities for people in the UK and other countries to build connections, develop knowledge and understanding, and foster trust.

The British Council works across more than 100 countries in areas including arts and culture, English language, education and civil society. Founded in 1934, it is a UK charity governed by Royal Charter and a UK public body.

Job Details

Company: British Council
Job Title: Systems Lead (CRM)
Job ID: 49190
Location: Nigeria (Hybrid)
Employment Type: Full-time
Pay Band: 7

Role Summary

The British Council is seeking a Systems Lead (CRM) to drive the effective configuration, optimisation and adoption of its Customer Relationship Management (CRM) platform across Customer Sales and Service operations.

The successful candidate will act as the organisation’s CRM Subject Matter Expert, providing technical expertise, operational insight and strategic guidance to maximise the value of the CRM platform. The role will focus on maintaining system stability and performance, improving workflows, strengthening data integrity and leveraging automation and AI-enabled capabilities to enhance customer experience and operational efficiency.

Responsibilities

Act as the organisation’s CRM Subject Matter Expert and primary point of contact for CRM-related queries, configuration and troubleshooting.
Configure, maintain and optimise workflows, fields, dashboards, automation and other CRM functionality.
Ensure the CRM platform remains reliable, effective and aligned with business and operational requirements.
Monitor system performance, user behaviour and data quality to identify opportunities for improvement.
Lead CRM optimisation initiatives and manage user feedback to improve system functionality and adoption.
Work closely with Digital and IT teams to support issue resolution, system enhancements, updates and release activities.
Translate business requirements into practical and functional CRM solutions.
Support system testing, implementation and rollout activities.
Develop guidance, documentation and standard operating procedures to promote consistent and effective CRM use.
Ensure CRM data is accurate, reliable and aligned with reporting requirements.
Support data governance, compliance and quality assurance standards across the organisation.
Identify opportunities to improve processes, increase automation and optimise workflows.
Implement email automation solutions and explore AI-enabled and Agentic AI capabilities to improve operational efficiency and customer experience.
Monitor the effectiveness and performance of Salesforce integrations with connected business systems.
Identify integration issues and support ongoing improvements.
Champion CRM best practices and encourage user adoption across customer-facing teams.
Drive a culture of continuous improvement across the organisation.
Manage the operational CRM change and New Business Request pipeline.
Ensure requests are captured, assessed, documented, tested, prioritised and progressed through established governance processes.
Provide visibility of request status, dependencies, decisions and delivery timelines.
Contribute to broader systems, automation and digital transformation initiatives.
Support the development of innovative solutions aligned with strategic business priorities.

Requirements

Essential

Significant experience with CRM systems, including configuration and troubleshooting.
Experience implementing CRM automation and AI-enabled capabilities.
Experience working with system integrations and monitoring integration performance across multiple business systems.
Strong understanding of customer service and sales workflows.
Experience identifying opportunities for automation, including email automation and workflow optimisation.
Experience creating CRM documentation.
Ability to analyse data and system behaviour.
Experience working with cross-functional teams.
Understanding of data governance and compliance.
Experience supporting system testing and rollouts.
Strong communication and stakeholder management skills.
Written and verbal proficiency in English.

Desirable

Experience with Salesforce administration or certification, such as Salesforce Administrator certification.
Experience with Salesforce Agentforce and/or AI agents.
Experience working in global or multi-market customer service environments.

Salary

This role is aligned to Pay Band 7.
Salary will be determined in accordance with the applicable Pay Band 7 salary range for the country in which the successful candidate is employed.
Country-specific salary details will be provided as part of the recruitment process.

How to Apply

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Interested and qualified candidates should apply online through the British Council careers portal:

Click here to apply online

Application Closing Date

6th October, 2026.