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.
Role Purpose:
Lead the ongoing global development of Salesforce to strengthen customer relationship management across the organisation, managing a team of business analysts to drive delivery and continuous improvement. As part of the Marketing and Communications function, use customer insight and market analysis to support impactful engagement, enhance the brand and reputation, and build strong, lasting relationships with diverse audiences.
Main Accountabilities:
Consultancy, analysis and problem solving
Apply advanced business analysis expertise to capture and document requirements, and to resolve complex issues supporting CRM delivery. Work closely with stakeholders to understand current processes, identify improvements, and shape roadmaps for change. Use a range of methods—such as process analysis, requirements mapping and testing—to support solution design and delivery. Translate complex insights into clear, persuasive business cases that influence decision-making.
Internal customer focus
Build strong relationships across diverse stakeholder groups, balancing differing priorities and ways of working. Develop a deep understanding of operational contexts across business units, functions and regions, and act as a bridge between end users and the CRM programme to ensure shared understanding of needs, options and impacts.
Work management
Plan and prioritise activities to deliver across short- and long-term timelines. Coordinate inputs from technical experts and stakeholders to meet objectives and ensure effective delivery of responsibilities.
Change management
Collaborate with project managers, trainers, analysts and stakeholders to deliver meaningful and sustained change through the CRM programme, with a focus on adoption, cultural change and embedding new ways of working.
Knowledge & Experience
Education
Essential:
Desirable:
Experience
Essential:
Important Information:
Closing date for applications:
Sunday 12 July 2026 (23.59 British Summer Time, BST)
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
We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.
We uniquely combine the UK’s deep expertise in arts and culture, education and the English language, our global presence and relationships in over 100 countries, our unparalleled access to young people and influencers and our creative sparkle.
We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.
For more information, please visit: http://www.britishcouncil.org
