At a Glance
- Tasks: Lead the development of the Library’s CRM platform and enhance digital services.
- Company: Join the National Library of Scotland, a hub for culture and knowledge.
- Benefits: Full-time, permanent role with competitive salary and benefits in Edinburgh.
- Other info: Opportunity to shape data-driven strategies and improve user experiences.
- Why this job: Make a real impact on community engagement and digital transformation.
- Qualifications: Experience in CRM development and strong relationship management skills.
The predicted salary is between 40000 - 50000 £ per year.
The National Library of Scotland are looking for a Customer Relationship Management Product Manager to lead the development and ongoing improvement of the Library’s CRM platform and related digital services. This is a new role within the Library’s Digital Experience team. It will play an important part in helping the Library use data more effectively, improve service delivery, and build stronger relationships with people and communities across Scotland.
The role will lead the development of the Library’s CRM ecosystem, with a particular focus on Microsoft Dynamics. Working across teams and services, you’ll help shape how the Library manages audience, membership, fundraising and engagement data, and how that insight supports better user experiences and decision‑making.
You’ll work closely with colleagues across digital, audience, fundraising, communications, IT and public services to develop joined‑up, user‑centred approaches to engagement and service improvement. The National Library of Scotland are looking for someone with strong product, stakeholder and relationship management skills who can balance strategic thinking with practical delivery.
You’ll have experience leading CRM development in a complex organisation and be comfortable working across technical and non‑technical teams. You’ll be able to translate organisational needs into clear priorities, workflows and system improvements, while building confidence and trust with colleagues across the Library.
You should also have experience or knowledge in areas such as:
- Microsoft Dynamics CRM and related Microsoft platforms
- CRM integrations, workflows and data governance
- Audience engagement, membership or fundraising systems
- Analytics, reporting and insight development
- Digital service improvement and customer journeys
- Working with suppliers, developers and cross‑functional teams
- Supporting organisational change, training and user adoption
This is an opportunity to shape how insight is gathered, understood and used across the organisation. You’ll help move the Library away from disconnected and legacy ways of working towards a more connected and sustainable approach to digital engagement and service delivery.
Customer Relationship Management Product Manager (National Library of Scotland) employer: Publishing Scotland
The National Library of Scotland is an exceptional employer, offering a dynamic work environment in the heart of Edinburgh where innovation meets tradition. With a strong commitment to employee development, you will have opportunities to grow your skills in digital engagement and CRM management while contributing to meaningful projects that enhance community connections. The Library fosters a collaborative culture, encouraging cross-functional teamwork and providing a platform for impactful contributions to Scotland's cultural heritage.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Management Product Manager (National Library of Scotland)
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those connected to the National Library of Scotland. A friendly chat can open doors and give you insights that might just set you apart from other candidates.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience with CRM systems, particularly Microsoft Dynamics. This will help us see how you can make an impact right from the get-go.
✨Tip Number 3
Be ready for the interview! Research the National Library of Scotland and think about how your vision aligns with their goals. We want to hear how you can help improve their digital services and user experiences.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and making a difference in the Library's CRM journey.
We think you need these skills to ace Customer Relationship Management Product Manager (National Library of Scotland)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Relationship Management Product Manager. Highlight your experience with Microsoft Dynamics and any relevant CRM projects you've led. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about improving digital services and how you can help the National Library of Scotland build stronger relationships. Keep it engaging and personal!
Showcase Your Teamwork Skills:Since this role involves working across various teams, make sure to highlight your collaboration skills. Share examples of how you've successfully worked with both technical and non-technical teams in the past. We love a good team player!
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Publishing Scotland
✨Know Your CRM Inside Out
Make sure you’re well-versed in Microsoft Dynamics and any related platforms. Familiarise yourself with its features, integrations, and how it can enhance user experiences. This will show your potential employer that you’re not just a candidate, but someone who can hit the ground running.
✨Showcase Your Stakeholder Management Skills
Prepare examples of how you've successfully managed relationships across different teams. Highlight your ability to balance strategic thinking with practical delivery. This is crucial for the role, so be ready to discuss specific instances where you’ve built trust and confidence with colleagues.
✨Demonstrate Your Analytical Mindset
Be prepared to talk about how you’ve used data to drive decisions in previous roles. Discuss your experience with analytics, reporting, and how insights have led to service improvements. This will illustrate your capability to shape the Library’s CRM ecosystem effectively.
✨Emphasise User-Centred Approaches
The role focuses on improving user experiences, so come armed with examples of how you’ve implemented user-centred strategies in past projects. Discuss how you’ve engaged audiences and improved customer journeys, as this aligns perfectly with the Library's goals.
