About the Role
The British Council is seeking a dynamic and experienced Systems Lead (CRM) to drive the effective configuration, optimization, and adoption of our CRM platform across Customer Sales and Service operations in Nigeria. Operating in Abuja, Kano, Lagos, and Port-Harcourt, you will act as our internal CRM Subject Market Expert, ensuring the system supports high-quality customer engagement, robust data integrity, and innovative AI-driven capabilities. This is an exciting opportunity for a tech-savvy professional eager to combine technical expertise with operational excellence.
Key Responsibilities- Oversee CRM configuration and maintenance, including workflows, fields, dashboards, and automated processes.
- Manage the operational CRM change pipeline and New Business Requests through established governance frameworks.
- Ensure high data integrity, compliance, and quality assurance across all customer-facing touchpoints.
- Collaborate with cross-functional teams including Data & Analytics, Operations, and Digital/IT to resolve issues and deploy system enhancements.
- Drive the adoption of emerging digital innovations, email automation, and AI-enabled capabilities such as Salesforce Agentforce.
- Monitor Salesforce integrations with connected business systems to guarantee optimal performance.
- Develop standard operating procedures, documentation, and user training to champion best practices and high adoption rates.
- Significant hands-on experience with CRM systems, including advanced configuration and troubleshooting.
- Demonstrated experience implementing CRM automation, email marketing solutions, and AI-enabled capabilities.
- Strong working knowledge of customer service and sales operational workflows.
- Experience managing system integrations and monitoring integration performance.
- Solid understanding of data governance, compliance, and quality assurance principles.
- Excellent stakeholder management, cross-functional collaboration, and communication skills.
- Written and verbal proficiency in English is mandatory.
- Desirable: Salesforce administration certification (e.g., Salesforce Admin) and experience with AI agents or Salesforce Agentforce.
- Opportunity to work with the world's leading cultural relations organisation on impactful international projects.
- Collaborative, inclusive, and professional multicultural work environment.
- Continuous professional development and career growth opportunities within a global network.