Job Title Directorate or Region Location of post Reports to Purpose of Job:

CRM Officer China Beijing CRM Manager Department Pay Band/Salary range Contract type China Marketing and Communications Band 5 Fixed term contract (5 months) 12 August 2013 31 December 2013

To work with Strategic Business Unit (SBU) teams on the efficient and effective planning and delivery of email and mobile campaigns and e-questionnaires To ensure that data in Collaboration Relationship Management (CRM) system are appropriately cleansed To ensure that the CRM system is appropriately maintained

Context and environment: The British Council is the UKs international agency for cultural relations. It exists to create international opportunities for the people of the UK and other countries and aims to build trust between them worldwide. In China the British Council has diplomatic status and operates as the Cultural and Education Section of the British Embassy and the Consulates-General. Our work developing relationships through English, Education and Skills, Arts and Society coupled with many years of in-country experience are well suited to Chinas development goals: to expand the services sector, build a knowledge-based economy and cultivate creativity and innovation. The British Councils work generates economic opportunities and opens new markets for the UK in higher education, social enterprise, the arts and English language teaching in China. Throughout China we forge partnerships between higher education institutions, government and business that support the UKs ambitions in international education, research and student recruitment. Our arts programmes in China showcase the quality, breadth and innovation of British creative industries and open new markets and opportunities for the UKs cultural sector in China. We support Chinas rapidly-developing social enterprise sector by sharing UK best practice and building partnerships between British and Chinese social entrepreneurs. Our work in the delivery of internationally recognised exams and language teaching and learning of English in China delivers better quality teaching and learning and supports the learning of Mandarin in schools throughout the UK. Accountabilities, responsibilities and main duties: CRM operation Work with SBU teams to plan and deliver digital campaigns through e-mail marketing, mobile phone marketing and other digital channels CRM data and system maintenance Manage CRM data cleansing including the data duplication of T1 and T2 contacts

 Support CRM system maintenance Support CRM Manager Provide support to the CRM Manager in the following areas: Support managers from different SBUs to identify CRM related business requirements, plan and manage the implementation of process reengineering, technology build, and people mind-set change. Analyse CRM and digital marketing performance and user/customer/audience behaviour data (including also from, where appropriate, 3rd party and competitors assets) through different tools such as analyzer, webtrends, hitwise etc, to generate and present China digital asset performance insights for China Strategy Team/China Operation Team, SBU programme teams and global digital team. Other Responsibilities and main duties To report on risk as part of the British Councils risk management framework. To be responsible for risk and opportunity identification and business assurance across a portfolio of projects All duties are delivered in line with the British Councils policy on Equal Opportunity and Diversity (EOD) and EOD is taken into account when planning and delivering activity Key relationships: Internal: Central Marketing and Communications Team, Digital team, Area Directors, SBU/Programme/project teams and Global/East Asia CRM head/coordinator Other important features or requirements of the job Passport nationality requirement Other legal requirements CRB checks required Chinese Legal requirement to work in China

Competencies Behaviours

Essential 1. Creating a shared purpose (essential) 2. Connecting with others (more demanding) 3. Being accountable (more demanding) 4. Working together (more demanding) 5. Making it happen (more demanding)

Desirable

Assessment stage 1-2 to be assessed at interview

Skill

Communication skills in English and Chinese: BULATS level 3 or equivalent Knowledge of database and excel Knowledge of usercentred design and business analytics

Short listing and interview Short listing and interview

Knowledge

Experience

Experience of data processing, and data analysis Training/qualification in information management

Short listing and interview

Qualification/ Education/ Training

Short listing