Senior Product Manager - CRM

Location: London Victoria (hybrid model, minimum 3 days in office).

Nord Anglia Education – the world’s leading private school’s organisation is recruiting a Senior Product Manager, CRM. You will be joining the Marketing, Admissions and Communications (MAC) team in our London HQ. London is our global headquarters where 200 colleagues across Finance, Risk, Corporate Development, Legal, HR, MAC and Education drive the success of our 80+ schools in 30+ countries.

In the role of Senior Product Manager, you will be responsible for leading the CRM product team, working collaboratively with IT, regional and local MAC colleagues, to drive forward and bring to life our CRM vision across our global family of schools. At Nord Anglia, everything we do in MAC is guided by our Family Experience Journey. This is our blueprint for our MAC operations, and is enabled by Salesforce, our CRM technology partner.

As an expert in business to system processes for Salesforce CRM, you’ll ensure a holistic and personalised experience for our families, regardless of touchpoint or channel they interact with us in. You’ll be relentless in your pursuit for a golden view of customer data and will use your data and analytics skills to raise the bar in terms of dashboards and reporting. You’ll also capture and maintain a backlog of future enhancements and continuous improvements required to support the business and admissions teams in optimising the solution capability.

The Role

• Input into the global marketing, admissions & communications strategy by:

• Supporting the Group Head of Admissions to develop our Family Experience Journey, to ensure that family receives a first‑class experience across all touch‑points
• Advising how Salesforce CRM can best enable our family experience vision
• Evolving and developing the CRM and marketing automation roadmap across the organisation
• Creating business cases as appropriate for development projects and selling in to the wider business

• Have a product management mind‑set with a laser focus on driving performance, involving:

• Leading the CRM product team and wider Regional Admissions and CRM managers, to manage the roll‑out schedule of new releases and evaluation of proposed solutions in terms of cost, timelines and quality (fit‑for‑purpose), including scope sign‑off, agile development, UAT sign‑off and training plans
• Unlocking the capability of Salesforce dashboards and reporting, helping colleagues from across the organisation to get the most from CRM data and insights
• Managing working groups of stakeholders from across the group to develop CRM product enhancements & optimisation strategies to improve conversion rates
• Ensuring that through CRM we can track, monitor and take action on admissions team performance across the organisation, for recruitment and retention of students across Salesforce instances

• Manage the global roll out and product development plan through to execution, by:

• Delivering to the agreed roll‑out plan for Salesforce (integrations) and evolving with Admissions Portal (assumption Open Apply) from Pilot to launch
• Integrating new schools onto CRM and connected digital systems

The Successful Candidate Will Possess

• Bachelor’s Degree or higher, preferable
• Experience in customer focused, product management roles
• Hands on experience leading Salesforce CRM projects
• Expertise across CRM – Sales, Marketing and Digital Engagement to act as a trusted advisor to the business teams – guiding and steering them to optimise technology and drive enhancements to enable growth
• Experience as a product owner or product manager with a technology and data‑focused organisation
• Marketing automation experience preferable
• Experience of leading large‑scale, global CRM projects
• Knowledge of CRM best practice across industries

About Us

Nord Anglia Education is the world’s leading international schools organisation. Our 80+ international schools are located in the Americas, Europe, China, Southeast Asia and the Middle East. Together, they educate more than 90,000 students from kindergarten through to the end of secondary education. We are driven by one unifying philosophy: we are ambitious for our students, our people and our family of schools.

To Apply Online applications need to be directly through the Nord Anglia Education careers page and should include a CV. At Nord Anglia Education, we are an equal opportunities employer dedicated to creating a diverse and inclusive workforce.