Head of CRM, China at British Council

Guangzhou City, Guangdong Province, China -

Full Time

Start Date

Immediate

Expiry Date

25 Mar, 26

Salary

0.0

Posted On

25 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

CRM, Business Analysis, Project Management, Data Quality, Vendor Management, Salesforce, Process Improvement, Stakeholder Management, Change Management, Dashboard Creation, Customer Focus, Training, Reporting, Problem Solving, Communication, Team Collaboration

Industry

Non-profit Organizations

Description

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. We connect. We inspire. Pay Band: 8 Country/Location: Beijing, Chongqing, Guangzhou or Shanghai, China Department: English and Exams Contract Type: Indefinite Closing Date: Wednesday, 07 January 2026- 23:59 China Time (GMT +8) Role Description/Purpose This role oversees the China CRM (Customer Relationship Management) system, initially focusing on procurement, implementation, and training, while ensuring long-term alignment with global KPIs and business processes to enhance efficiency, reporting, and customer experience. Based in China but working closely with global teams, the post holder must bring advanced business analysis expertise and extensive CRM experience to resolve complex issues and drive system development, vendor management, data quality, and integration across teams. Role Accountabilities This position requires advanced expertise in consultancy, analysis, and problem solving, with the ability to capture and document project requirements, resolve complex issues, and translate technical concepts into persuasive business cases. You will work closely with internal stakeholders to develop a shared understanding of current and future business processes, ensuring alignment with global standards while identifying opportunities for efficiency and improvement. A key aspect of the role will be the creation of dashboards that provide insight into team performance, workforce allocation, and customer trends, helping to drive informed decision-making across the business. The successful candidate will demonstrate strong customer focus, building trusted relationships with stakeholders across diverse teams and reconciling differing priorities to achieve alignment. You will develop a deep understanding of the operational context within Strategic Business Units, Functions, and Regions, ensuring that end-users, vendors, and the CRM programme share a common vision of requirements and outcomes. Alongside this, you will manage your own workload effectively, planning and prioritising activities over quarterly and annual horizons, while coordinating input from technical experts to meet objectives. This role also demands leadership in change management, working with project managers, trainers, and business stakeholders to ensure the CRM programme delivers substantive business and cultural transformation. You will drive adoption of new systems and processes, ensuring training and guidance reflect evolving ways of working. As the system owner for the China CRM, you will act as the internal reference point, ensuring alignment with global processes, leading on data quality, and reporting on B2O activities. This is a unique opportunity to influence the future of CRM within our organisation, delivering measurable impact and fostering collaboration across teams. Qualifications & Experience Education: Degree in Business and/or Marketing & Sales area or equivalent qualification from relevant external professional organisations e.g. CIM, Melcrum, GCN, CIPR, WOMMA etc. (or equivalent experience in relevant discipline) Certification and Professional Qualifications: First degree in a relevant subject area, e.g. Business, Marketing, IT/Computer Science, or equivalent qualification from relevant external professional organisations (or equivalent experience in relevant discipline) Languages: Mandarin Chinese: advanced proficiency in speaking and writing English: C2 level proficiency in speaking and writing Knowledge and Experience: Extensive knowledge of Salesforce or similar CRM Experience of project management of complex initiatives Experience of managing or contributing to business analysis and process and process improvement. Experience of working in a global organisation Proficiency in Microsoft office programs Further Information Benefits: 22 days of Annual Leave 13th Month Salary Non-consolidated bonus Comprehensive health and insurance package – includes accidental insurance, life insurance, and supplementary medical coverage Social insurance & housing fund - Coverage under national social insurance and housing fund Professional development - Ongoing learning and career growth opportunities to support your development. Right to Work: Locally recruited Applications are welcomed from candidates currently in this location with a natural right to work. Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided. A connected and trusted UK in a more connected and trusted world. Equality, Diversity and Inclusion Statement We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. Safeguarding Statement The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children. If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org

Responsibilities

The role oversees the China CRM system, focusing on procurement, implementation, and training while ensuring alignment with global KPIs. It involves managing complex issues, driving system development, and enhancing customer experience.