Role
CRM and Data Analyst
Grade and Salary
Grade 7, £37,694 - £47,389 per annum
FTE and Working Pattern
1FTE, 35 hrs per week, Monday – Friday
Contract
Fixed Term, 14 months (maternity cover)
Holiday Entitlement
33 days annual leave plus 9 building closed days (and Christmas Eve when it falls on a weekday).
Detailed Description
The CRM and Data Analyst will play a key role in supporting the strategic objectives of the Business and Enterprise Directorate through effective data management, analysis, and system development. The post holder will optimise the use of the Directorate’s CRM platform to enhance engagement with external partners, support business development and enterprise activities, and drive data‑informed decision‑making.
Working collaboratively with colleagues across Business Development, the Enterprise Team, Marketing & Communications, Information Services, and other key internal stakeholders, the CRM and Data Analyst will ensure systems and data processes are fit for purpose, user‑friendly, and aligned with institutional priorities. The analyst will act as the primary point of contact for CRM‑related queries within the Directorate and help embed best practice in data entry, reporting, and analysis.
Key Duties And Responsibilities
* CRM System Management: act as the Business and Enterprise lead for the CRM system, ensuring data quality, consistency, and accessibility across teams; manage configuration, customisation, and maintenance; oversee user accounts, permissions, and security settings; maximise university investment and support delivery of objectives through collaborative architecture.
* Stakeholder Engagement: capture user requirements, translate them into CRM system configurations, workflows, and dashboards; facilitate regular meetings with key stakeholders to review system performance, gather feedback and identify areas for improvement; develop and maintain strong relationships with external partners and vendors to ensure seamless integration and support.
* User Training and Support: provide training, guidance and support to users to ensure effective and consistent use of CRM tools; develop training materials and conduct workshops to enhance user proficiency and adoption; serve as the primary point of contact for CRM‑related queries and troubleshooting.
* Data Analysis and Reporting: develop and deliver regular and ad hoc reports, visualisations and insights to support strategic planning, performance monitoring, and stakeholder engagement; utilise data analysis tools such as Excel, Power BI, Tableau to create interactive dashboards and reports that provide actionable insights; monitor data quality and implement data cleansing processes to ensure accuracy and reliability.
* System Integration and Maintenance: liaise with the Information Services team and external suppliers to support system maintenance, upgrades and integrations with other platforms; identify opportunities to improve data collection, management and reporting processes; lead on integration of the CRM system with other institutional systems (e.g. finance, research) to enhance data flow and usability.
* Compliance and Governance: support compliance with data protection regulations and institutional data governance policies; implement and enforce data governance best practices to ensure data security and privacy; conduct regular audits and assessments to ensure compliance with regulatory and standard requirements.
Ideal Candidate Profile
Technical Expertise
* Strong experience with CRM systems (especially Salesforce, the Directorate’s current system) including user support, data analysis and system configuration.
* Excellent analytical and data visualisation skills, with proficiency in Excel, Power BI or similar.
* Familiarity with CRM system configuration, workflow automation and data integration.
Communication and Collaboration
* Confident communicator capable of working across diverse teams and translating technical concepts for non‑technical audiences.
* Strong interpersonal skills to build and maintain relationships with internal and external stakeholders.
* Proactive and collaborative approach to working across teams.
Knowledge and Experience
* Knowledge of data governance and data protection best practices.
* Experience in higher education, commercialisation or business development is desirable.
* Understanding of higher education innovation, enterprise or business development processes.
Person Specification
Essential
* Degree or equivalent experience in data analytics, information systems, business or related field.
* Proven experience in managing and administering CRM systems (esp. Salesforce).
* Experience in data analysis, reporting and dashboard creation.
* Experience in supporting data‑driven decision‑making.
* Experience supporting users and providing training or guidance on system use.
* Strong Excel skills and proficiency in data visualisation tools (e.g. Power BI, Tableau).
* Understanding of data protection and data governance principles.
* Awareness of CRM best practices and system lifecycle management.
* Strong communication and interpersonal skills.
* Ability to work with both technical and non‑technical users.
* Proactive and collaborative approach to working across teams.
* Strong attention to detail and commitment to data accuracy.
* Ability to prioritise and manage multiple workstreams.
* Comfortable working independently and as part of a team.
Desirable
* Relevant professional qualification (e.g. Salesforce certification, data analysis courses).
* Experience in a higher education or research commercialisation environment.
* Experience with data integrations between systems (CRM and finance or research).
* Knowledge of higher education innovation, enterprise or business development processes.
* Ability to influence process improvement and change adoption across a directorate.
* Interest in supporting innovation and external engagement in a university setting.
How To Apply
Please submit CV and covering letter via the Heriot‑Watt online recruitment portal. Applications can be submitted up to midnight (UK time) on Monday 15 June 2026.
* Applicants should state their notice period and earliest available start date.
* Applicants should confirm their current location (UK‑based or overseas).
* To help us understand eligibility to work in the UK, indicate whether you currently require or may require future visa sponsorship.
Equality and Diversity
Heriot‑Watt University is committed to securing equality of opportunity in employment and to creating an environment in which individuals are selected, trained, promoted, appraised and otherwise treated on the basis of their merits and abilities. Equality and diversity are about maximising potential and creating a culture of inclusion for all. We welcome applications from all sectors of society, particularly from under‑represented groups.
#J-18808-Ljbffr