CRM Management Information Analyst - English and Exams (KK20153908)
Country / Territory
Based in UK: Location negotiable
Based in UK: Location negotiable
English & Exams
Job Category
Customer Services
Pay Band
Pay Band 8
Vacancy Description
Pay Band: 8/E Location: Flexible (UK and Egypt) Contract: Indefinite Closing date:23.59 (UK time) on the 6th October 2019 Applicants must have the legal right to work in the country of residence where the post will be based

The British Council is looking for an experienced CRM Management Information Analyst to join the Customer Management team within the English and Exams  Strategic Business Unit (SBU).   The role will be based in the UK. 

The Organisation

The British Council is the UK’s international organisation for cultural relations and educational opportunities. We create friendly knowledge and understanding between the people of the UK and other countries.  We do this by making a positive contribution to the UK and the countries we work with – changing lives by creating opportunities, building connections and engendering trust.


We work with over 100 countries across the world in the fields of arts and culture, English language, education and civil society. Each year we reach over 20 million people face-to-face and more than 500 million people online, via broadcasts and publications. Founded in 1934, we are a UK charity governed by Royal Charter and a UK public body.

English and Exams

Through our English and Exams work we aim to achieve more widespread and better quality teaching and learning of English worldwide and offer access to professional qualifications.  Working with policymakers, government ministers, teachers and learners across the world we help millions of people to access English by supporting the teaching and learning of English in public education systems, and through self-access materials and courses. We teach learners and teachers of English face-to-face in dedicated teaching centres and online through a range of courses. Every year three million people take international exams with help from the British Council, gaining qualifications that can open doors at leading academic institutions and improve employment prospects.  

Customer Relationship Management (CRM)


Global CRM is a key component of the British Council’s drive towards a single, global view of our interactions with customers; supporting the organisation to achieve high standards in customer relationship management and in the pursuit and management of business opportunities.


In July 2017, the CRM Programme successfully relaunched the Salesforce CRM platform simultaneously to 57 locations and over 420 existing users globally. This will

now give the British Council the opportunity to monitor in real-time rather than retrospectively the quality of customer interactions and the impact that marketing decisions have on conversions, advocacy and brand reputation.


The Opportunity

This is an exciting opportunity to set up the CRM data management information processes to gather, analyse, monitor and report on complex data regarding customers, combining CRM data with operational data, marketing, sales  and web metrics, pricing data, customer behavioural data, purchasing trends to inform marketing, product and customer service decisions.



Reporting to the Director Customer Management, responsibilities will include the following:


  • Works alongside senior managers to understand customer relationship data requirements and how to combine these with complementary data sources to address a range of organisational and business issues.
  • Provide input into relevant CRM improvements
  • Use CRM data to map, understand and identify opportunities to improve on key customer journeys
  • Input into the customer service resourcing planning activities.
  • Use CRM data to monitor and research the customer base
  • Define, secure and manage the resources required to deliver the required business analyst activity.
  • Works closely with the Head of CRM, the senior global and regional E&E leadership teams, customer service, sales and marketing teams and other colleagues to ensure that business analytics meets their needs.
  • Plans and prioritises own work activities to ensure effective delivery of diverse responsibilities and deliverables over a quarterly to annual time horizon.


Skills and Experience:


  • Bachelor’s degree in statistics, economics  business administration, finance or a closely related field or equivalent skills/experience
  • Expert skills in Excel for modeling and scenario planning
  • Data management skills
  • Knowledge of statistics
  • Experience of using querying, scripting, and statistical languages and IT to manipulate data and information
  • Expert skills in Excel
  • Experience of Salesforce CRM or equivalent CRM system


What you will receive:

Attractive salary and benefits


For more information, please see below:


Role Profile
British Council skills 

British Council Behaviours


If you feel that you are suitable and would like to be considered for this role, please apply before 23:59 UK time on the 6th October 2019.

Our Equality Commitment: 
Valuing diversity is essential to the British Council’s work. We aim to abide by and promote equality legislation by following both the letter and the spirit of it to try and avoid unjustified discrimination, recognising discrimination as a barrier to equality of opportunity, inclusion and human rights. All staff worldwide are required to ensure their behaviour is consistent with our policies.     

The British Council is committed to a policy of equal opportunity and is keen to reflect the diversity of UK society at every level within the organisation. We welcome applications from all sections of the community. In line with the British Council's Child. Protection policy, any appointment is contingent on thorough checks. In the UK, and in other countries where appropriate systems exist, these include criminal records checks.