CRM Technical Lead

• Full-time continuing role as CRM Technical Lead
• Starting Salary $153933 plus generous superannuation and leave loading
• Kensington, Sydney location, 2-3 days in the office, Hybrid working

About UNSW:

UNSW isn’t like other places you’ve worked. Yes, we’re a large organisation with a diverse and talented community—but more importantly, it’s a community doing extraordinary things. Together, we are driven to be thoughtful, practical, and purposeful in all we do. It’s this approach that makes our work matter—and why we’re recognised as one of the world’s top 20 universities and ranked Australia’s #1 university, as well as a proud member of the prestigious Group of Eight. If you’re looking for a role where you can shape change, thrive in complexity, and see the real impact of your work every day, you’re in the right place.

The role leads the end-to-end management, governance and continuous evolution of UNSW's enterprise Partner Relationship Management (PRM) platform, currently HubSpot B2B CRM. Supporting business development, partnerships, stakeholder engagement and related operational processes, the position is responsible for product strategy, roadmap development, platform lifecycle management and the delivery of enhancements that maximise business value.

As the organisation's subject matter expert for the PRM platform, the role provides strategic leadership and hands-on technical expertise across platform administration, configuration, development, integrations, maintenance, support, reporting, workflow automation and data management. The position leads the assessment, design and implementation of CRM solutions, translating business requirements into scalable, practical outcomes while maintaining platform integrity, standardisation and alignment with organisational objectives.

Working closely with stakeholders across business, operations, technology, data and leadership teams, as well as external vendors and implementation partners, the role drives platform adoption, continuous improvement and benefits realisation. The position is responsible for onboarding new business areas, overseeing testing and change management, managing vendor relationships, improving data quality, reporting and system performance, and proactively addressing risks and issues to ensure the platform remains reliable, secure, scalable and effective. The role reports to the Technology Manager and has no direct reports.

Who you are:

• Relevant tertiary qualification with subsequent relevant experience or equivalent competence gained through any combination of education, training and experience.
• Significant hands-on experience configuring, administering, governing, implementing and automation for a CRM (preferably Hubspot) in a complex enterprise environment.
• Demonstrated experience in CRM platform governance, configuration management, end-to end product lifecycle and roadmap management, management, reporting and data quality improvement. workflow automation, release
• Strong understanding of CRM design and administration principles, including user management, permissions, data models, lifecycle processes, system controls, integrations, platform extensibility and development capabilities and governance standards.
• Proven ability to translate business needs into scalable platform solutions that improve efficiency, consistency, user experience and operational outcomes.
• Experience building dashboards, reports and data views that support operational and strategic decision-making.
• Demonstrated experience leading CRM platform delivery, including assessing and onboarding of new business areas in partnership with external implementation or systems integration partners, working with Agile and other deliver methodologies and using a delivery management tool (e.g. JIRA)
• Demonstrated experience managing external technology vendors, implementation or service partners, including coordinating delivery, managing performance, resolving issues and dependencies, and ensuring agreed outcomes are achieved.
• Demonstrated experience driving user adoption and continuous improvement of enterprise platforms, using stakeholder feedback, platform insights and benefits realisation to inform product enhancement priorities.
• Sound experience in leading, coaching and motivating team members or stakeholders, as well as effective dispute resolution skills.
• Highly developed consultation, influencing and negotiation skills and proven ability to engage effectively with diverse stakeholders to achieve successful outcomes, while applying standardisation principles and exercising sound judgement to minimise unnecessary customisation and complexity.
• Comprehensive analytical and problem-solving skills and proven capacity to exercise initiative, flexibility and to be proactive in the development of robust solutions to problems.
• Advanced written and verbal communication skills, with a high level of attention to detail for deliverables produced.
• Demonstrated success working effectively and collaboratively on initiatives with a range of people at different levels within an organisation.
• Excellent time management skills, with a demonstrated ability to respond to changing priorities, manage multiple tasks and meet competing deadlines by using judgement and initiative.
• An understanding of and commitment to UNSW’s aims, objectives and values in action, together with relevant policies and guidelines.

**Benefits and Culture -**Flexible Working Options (work from home, flexible hours etc), Career development opportunities, 17% Superannuation contributions and additional leave loading payments, Additional 3 days of leave over Christmas period, Discounts and entitlements (retail, education, fitness).

For further details on the benefits, please visit https://www.jobs.unsw.edu.au/lifestyle-benefits

To apply:  Please submit your CV, Cover Letter and responses addressing the required Who you are criteria. Please note: Sponsorship is not available for this role; valid Australian working rights are required on application.

Pre-Employment Checks
As part of our recruitment process candidates may be required to undergo pre-employment screening, which may include reference checks, qualification verification, right-to-work verification, and criminal history screening where relevant to the role.

Contact: Jen MacLachlan - Talent Acquisition Partner- e: [email protected]

Please apply through the application portal as we do not accept direct applications to the email above.

Applications close: Sunday 8th of November at 11.30pm

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

The University reserves the right not to proceed with any appointment.