Customer Relationship Management

**TAFE NSW Life-Changing Careers**

**Customer Relationship Management (CRM) Lead**

**Temporary Full Time until 30 June 2026**

**Package $178,647, includes a base salary of $158,152 plus employer's contribution to superannuation and annual leave loading.**

At TAFE NSW, we are dedicated to life-changing impact.

That’s why we offer world-class training and education that delivers the skills needed for the jobs of today and tomorrow.

**We invest in our people**

At TAFE NSW, you will discover a diverse, dynamic, and collaborative environment, where you can innovate, create value, and do meaningful work.

We provide you with tools and ongoing training and professional development, health and wellbeing programs, and depending on your role, a variety of flexible working options.

**About the role**

This position is responsible for leading a team and overseeing product integrity and effectiveness as well as monitoring, maintaining, and enhancing the organisation’s Customer Relationships Management (CRM) services and evaluating new approaches and solutions based upon business demand.

In this role you will manage the CRM team to ensure the service meets the needs of the core TAFE business, System Group, its workforce, including employees and contractors, and external parties including but not limited to audit and vendors.

You will also perform system monitoring and analysis, performance tuning, troubleshooting and issues escalation, including proactive problem resolution and complex problem analysis as necessary, to maintain system performance to meet user demand.

**About You**

**To be successful in the role, you will have**

1. Degree qualification in related field or equivalent significant experience.

**Highly Regarded**
- Exposure to Oracle CX suite, particularly Oracle Service Cloud (OSvC - B2C) and Oracle Intelligent Advisor (OIA).
- Strong product management experience - such as roadmapping, backlog prioritisation, stakeholder engagement, and continuous improvement.
- Experience working within Agile/SAFe delivery environments, collaborating with cross-functional squads

To find out more about the role, click to view the Position Description.

**Our commitment to Diversity, Equality, and Inclusion**

We are committed to creating a culturally safe and accessible workplace where dignity, trust, respect, and the promotion of diversity and inclusion are valued, so you can safely bring your whole self to work and connect with your community through our many diverse employee networks.

If you require an adjustment in the recruitment process, please contact the Talent Acquisition Advisor listed below.

**Applications close 11.55pm AEST Sunday 15th June 2025**
- Your current resume
- Copies of your qualifications (upload as one PDF file). Certified copies preferred; these will be required if successful for the role.

**Targeted Question**

Describe a time you led a CRM (or similar) product through a period of change or growth. How did you balance customer and team needs, technical constraints, and organisational priorities? What actions did you take, and what was the outcome?

This is a child-related position. A Working with Children Check is a prerequisite for anyone in child-related work. It involves a national criminal history check and review of findings of workplace misconduct.

To be eligible for positions at TAFE NSW, you need to be an Australian Citizen or Permanent Resident of Australia or a New Zealand citizen with a current New Zealand passport.

An eligibility list, valid for 18 months, may be created for this position, and position(s) of the same classification that subsequently becomes vacant, may be filled via this recruitment.

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