As the Customer Relationship Management (CRM) Lead at TAFE NSW, you will play a vital role in managing and enhancing CRM services that are essential to the institution’s operations. Your responsibilities will include leading a dedicated team to ensure product integrity and effectiveness, while also innovating solutions based on business demands. In this position, you will focus on monitoring system performance, resolving technical issues, and supporting the core mission of TAFE NSW—delivering world-class vocational education and training that changes lives.
This role presents an exciting opportunity to contribute to the educational sector and allows you to leverage your CRM expertise in a meaningful way. With a competitive salary, potential for flexible work arrangements, and access work from NSW TAFE locations across the state, this could be the ideal next step for your career. This guide, along with the provided example cover letter, will ensure you stand out in your application.
If you’re new to public sector recruitment, this unofficial guide to NSW Government applications can help you understand how the process works and what to expect.
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CRM Lead Salary and Overview
| Position Title | CRM Lead |
| Organisation | TAFE NSW |
| Location | State-wide Opportunity (subject to campus availability) |
| Work Type | Temporary Full Time until 30 June 2026 |
| Base Pay | $158,152 plus employer’s contribution to superannuation and annual leave loading (Package $178,647) |
| Closing Date | 11.55pm AEST Sunday 15th June 2025 |
About the CRM Lead Role at TAFE NSW
As the Customer Relationship Management (CRM) Lead at TAFE NSW, your primary responsibility is to manage and enhance the CRM services that are crucial to the core operations of TAFE NSW, including its employees and external partners.
This involves leading a dedicated team that ensures product integrity and effectiveness, while also looking into innovative approaches and solutions based on business demands. Your day-to-day duties will include system monitoring, performance tuning, and resolving technical issues to maintain optimal service levels.
TAFE NSW is Australia’s leading provider of vocational education and training, dedicated to making a life-changing impact through world-class education. As part of the Digital Platforms group, your role will support the institution’s mission by ensuring that its CRM systems are robust and high-performing. Your work will significantly contribute to maintaining the excellence of TAFE NSW’s educational offerings, furthering the skills development of students across New South Wales.
Why the CRM Lead Role at TAFE NSW is a Great Opportunity
This is an exceptional opportunity to make a genuine difference as part of a dynamic and innovative team at TAFE NSW. Here’s why you should consider applying:
- Engage in meaningful work that impacts education and skills development across NSW.
- Enjoy a competitive package with a base salary of $158,152 plus superannuation and annual leave loading.
- Work in a flexible environment with potential for remote working days
- Access to ongoing training and professional development to grow your career.
- Become part of a culturally diverse workplace that values inclusion and respect.
- Benefit from the creation of an eligibility list that could lead to future roles within 18 months.
Customer Relationship Management (CRM) Lead Application Requirements
Candidates must meet the following requirements to be considered for an interview for the Customer Relationship Management (CRM) Lead at TAFE NSW.
TAFE NSW Application Process
- Current resume: Upload as one PDF file.
- Copies of qualifications: Certified copies preferred; these will be required if successful for the role.
- Response to targeted question: Max 300 words.
It is recommended to submit a simple one-page cover letter to frame your application.
You’ll also need to address the target question. I recommend you attach your target question responses as a separate document.
What to Include in Your Customer Relationship Management (CRM) Lead Application
Although a cover letter is optional, aligning it with the role’s requirements can greatly enhance your application. Focus on addressing the skills and experience that match TAFE NSW’s expectations:
- Degree qualification in related field or equivalent significant experience (About You)
- Exposure to Oracle CX suite, particularly Oracle Service Cloud (OSvC – B2C) and Oracle Intelligent Advisor (OIA) (Highly Regarded)
- Strong product management experience – such as roadmapping, backlog prioritisation, stakeholder engagement, and continuous improvement (Highly Regarded)
- Experience working within Agile/SAFe delivery environments, collaborating with cross-functional squads (Highly Regarded)
Target Questions for Customer Relationship Management (CRM) Lead
Here are the exact target questions for this role:
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?
Response to targeted question: Max 300 words.
For your responses, it is recommended to employ the STAR method (Situation, Task, Action, Result) to ensure a structured and comprehensive answer.
📋 Application Checklist: CRM Lead – TAFE NSW
- Review the Role Description: Understand the key responsibilities, capabilities, and requirements for the CRM Lead role.
- Start Your Cover Letter (Max 1 Page): Use this free cover letter template to quickly draft a strong first version.
- Draft Your Target Question Responses: Prepare clear and capability-aligned responses to the target questions included in the application.
- Get Expert Review: Have your cover letter and responses reviewed by a government job application expert to improve clarity and alignment with the NSW Public Sector Capability Framework.
- Submit Your Application: Log in to the I Work for NSW portal and begin filling out your online application form.
Candidate Profile for CRM Lead
Alex is a seasoned professional in customer relationship management (CRM) with over a decade of experience in the private sector. Starting as a CRM specialist, Alex quickly advanced to management roles, effectively implementing customer-centric strategies and leveraging advanced CRM technologies like the Oracle CX suite to drive business growth.
As a Senior CRM Manager at a multinational corporation, Alex successfully integrated cutting-edge CRM solutions to enhance client retention and streamline processes. With a keen interest in transitioning to a more community-focused environment, Alex is eager to apply their extensive knowledge to the CRM Lead position at TAFE NSW, aiming to innovate and enhance CRM strategies within the educational sector for improved student experiences.
Example Cover Letter for CRM Lead
Dear Hiring Manager,
I am writing to express my interest in the Customer Relationship Management (CRM) Lead position at TAFE NSW.
With over ten years of experience in managing customer relationship strategies in the private sector, I am well-equipped to bring a wealth of knowledge and fresh perspectives to your team. My experience includes significant exposure to the Oracle CX suite, including the Oracle Service Cloud and Oracle Intelligent Advisor, tools which have been pivotal in my previous role as a Senior CRM Manager in revitalising customer service processes and elevating client satisfaction levels.
I hold a degree in Business Administration and have a proven track record of leading cross-functional teams within Agile and SAFe delivery frameworks. My hands-on experience in product management encompasses crafting strategic roadmaps, prioritising backlogs, and spearheading stakeholder engagement exercises, which resulted in a 25% increase in customer retention over the last year.
I am particularly drawn to this role at TAFE NSW due to the unique opportunity to drive CRM innovation in an educational context, and I am passionate about the prospect of enhancing student and staff interactions through tailored CRM initiatives.
My responses to the target questions are attached and outline my past experience in similar roles and the value I can bring to your organisation.
I look forward to the opportunity to contribute to TAFE NSW’s mission and vision.
Thank you for considering my application.
Kind regards,
Alex
Responses to TAFE Target Question for CRM Lead
Target 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?
In a recent role as Senior CRM Manager at a large national retail organisation, I led a critical transformation project in response to declining customer engagement. The issue stemmed from an outdated CRM platform that no longer supported personalised service delivery or efficient customer interaction tracking. This presented a business risk, with customer retention and competitive positioning under pressure.
My task was to lead the end-to-end implementation of a modern CRM system that could deliver more personalised, data-driven experiences while improving internal efficiency. I began by conducting a comprehensive needs assessment, engaging with customer service, marketing, and IT teams to uncover key pain points and map functional requirements.
Based on these insights, I developed and secured executive approval for a business case to implement Oracle Service Cloud and Oracle Intelligent Advisor—selected for their strong automation, personalisation, and integration capabilities. I established a cross-functional delivery team and acted as project lead, working closely with IT to ensure technical readiness and change managers to support staff adoption.
I applied Agile project management principles, with fortnightly sprints, retrospectives, and embedded feedback loops. This allowed for continuous refinement of workflows, early identification of technical issues, and transparent communication with stakeholders at all levels. I also implemented a structured training program and internal comms strategy to drive engagement and smooth transition across the business.
Within six months of go-live, the new CRM platform delivered measurable results:
- Customer engagement scores increased by 30%, driven by improved personalisation and responsiveness.
- Customer satisfaction (CSAT) rose by 20%, as staff were empowered with better tools and insights.
- We also saw a reduction in service response time by 15%, improving overall operational efficiency.
This project improved the customer experience and gave the business a strategic foundation for more targeted marketing, better analytics, and stronger customer loyalty.
Using STAR to Apply for TAFE NSW
When applying for a role like CRM Lead at TAFE NSW, using the STAR method (Situation, Task, Action, Result) is the most effective way to demonstrate your experience against the selection criteria.
TAFE NSW, like most NSW Government employers, uses a capability-based assessment process. This means your written responses and interview answers should highlight not only what you’ve done, but how you did it and what the outcomes were.
Take the example above: implementing a new CRM platform in response to declining engagement. That’s a strong STAR example that could be tailored to address capabilities like Technology, Deliver Results, or Stakeholder Engagement. Here’s how:
- Situation: Customer engagement was dropping due to outdated CRM systems.
- Task: Lead the selection and implementation of a new CRM solution to improve retention and personalisation.
- Action: Conducted needs analysis, selected Oracle tools, led a cross-functional team, and applied Agile delivery methods with strong stakeholder engagement.
- Result: Boosted engagement by 30% and satisfaction by 20% within six months.
By presenting your experience this way, you give assessors a clear, structured view of your impact—and align your achievements to the outcomes TAFE NSW values: innovation, collaboration, and delivering student-centred solutions.
If you’re not sure where to start, try writing one STAR example for each key capability listed in the role description. Then refine those examples to fit the target questions or capability headings used in the application process. You can also check out our complete STAR Method guide here for examples, templates, and tips.
Get Your Customer Relationship Management (CRM) Lead Application Ready
Now is the time to put together your application for this incredible opportunity! To apply, visit I Work for NSW and follow the instructions to submit your application.
To maximize your chances of success, consider this checklist:
- Read the role description carefully.
- Tailor your examples using the STAR method.
- Start early, and proofread your work to ensure clarity and professionalism.
- Attach all required documents to your application.
- Don’t forget to check out the free cover letter template available to help you get started.
I also offer expert feedback on draft cover letters, including your target question response, with unlimited revisions. Getting feedback from a hiring manager before you apply can ensure you don’t miss anything important. Many applicants skip this vital step, so professional review can help you stand out from the competition.
You’ve got the experience—now it’s time to show it! Good luck!
