We’re looking for a Customer Relationship Management Product Manager to lead the development and ongoing improvement of the Library’s CRM platform and related digital services.

This is a new role within the Library’s Digital Experience team. It will play an important part in helping the Library use data more effectively, improve service delivery, and build stronger relationships with people and communities across Scotland.

The role will lead the development of the Library’s CRM ecosystem, with a particular focus on Microsoft Dynamics. Working across teams and services, you’ll help shape how the Library manages audience, membership, fundraising and engagement data, and how that insight supports better user experiences and decision-making.

You’ll work closely with colleagues across digital, audience, fundraising, communications, IT and public services to develop joined-up, user-centred approaches to engagement and service improvement.

This is an opportunity to shape how insight is gathered, understood and used across the organisation. You’ll help move the Library away from disconnected and legacy ways of working towards a more connected and sustainable approach to digital engagement and service delivery.

You’ll have experience leading CRM development in a complex organisation and be comfortable working across technical and non-technical teams. You’ll be able to translate organisational needs into clear priorities, workflows and system improvements, while building confidence and trust with colleagues across the Library.

You should also have experience or knowledge in areas such as:

Microsoft Dynamics CRM and related Microsoft platforms
CRM integrations, workflows and data governance
Audience engagement, membership or fundraising systems
Analytics, reporting and insight development
Digital service improvement and customer journeys
Working with suppliers, developers and cross-functional teams
Supporting organisational change, training and user adoption

Please visit our recruitment site for more information and to submit an application.

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