We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.We connect. We inspire.Role Description/PurposeWe are seeking a Systems Lead (CRM) to drive the effective configuration, optimisation, and adoption of our Customer Relationship Management (CRM) platform across Customer Sales and Service operations. This is a key role responsible for ensuring the CRM system supports high-quality customer engagement, streamlined workflows, strong data integrity, and the effective use of AI-driven capabilities.Acting as the organisation's CRM Subject Matter Expert, you will provide technical expertise, operational insight, and strategic guidance to maximise the value of the CRM platform. You will be responsible for maintaining system stability and performance, managing configuration changes, troubleshooting issues,



conducting quality assurance activities, and monitoring platform effectiveness to ensure alignment with business requirements.Working collaboratively with teams across Operations, Data & Analytics, Governance & Compliance, and Digital/IT, you will translate operational needs into practical CRM enhancements and workflow solutions. You will play a critical role in improving user adoption and capability by providing guidance, promoting best practices, and ensuring consistent and compliant data capture across the organisation.The successful candidate will be proactive in identifying opportunities to improve processes, increase automation, enhance system functionality, and deliver a better customer experience. This is an exciting opportunity for someone who combines strong technical expertise with a customer-focused mindset and a passion for continuous improvement, data quality, and operational

📌 Systems Lead (La Albania)
🏢 British Council
📍 La Albania