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CRM and Digital Innovation Specialist

Ionad : Head Office, Teagasc, Oak Park, Carlow, R93 XE12
Suíomh Tánaisteach: Alternative Teagasc locations may be considered at management discretion; regular attendance at Teagasc Head Office, Oak Park, Co. Carlow will be required.
Advisory/Education
Tuarastal: Agr Development Officer Grade I with a Salary Scale of €41,996 to €79,618
Dáta deiridh: 15/10/2025 12:00 i.n.
Permanent Full Time

Sainchuntas poist

Duration:

Permanent. A panel may be formed from which future similar vacancies may be filled; such a panel will remain active for a maximum period of 12 months

Background:

Teagasc provides advisory services to a diverse client base of 45,000 farmers across Ireland. To deliver on our Advisory Programme Strategy, we are committed to continually advancing our systems, client engagement, and service delivery models through innovation, digital tools, and robust client data management.

A key pillar is the ongoing development of our Client Relationship Management (CRM) system and Client Billing Module (CBM) to provide enhanced integration, information capture, and reporting capabilities to deliver measurable client impact across multiple advisory service tools and systems.

Emerging technologies — including Artificial Intelligence, Microsoft 365 applications, and advanced communications platforms — present powerful opportunities to modernise and enhance advisory services further.

Basic Function:

This role offers an exciting opportunity to lead digital innovation across the Teagasc advisory service, working across teams and functions to modernise our client engagement and service delivery models. The role will work closely with the Advisory management team and contribute to the overall development of the advisory service, including the delivery of the new Teagasc Advisory Strategy.

The CRM and Digital Innovation Specialist will drive the design, development, and delivery of next-generation CRM tools and digital advisory innovations, ensuring that they enhance client impact, organisational efficiency, data quality, and service excellence.

This role will work closely with advisory staff, specialists, education teams, and operations teams to ensure solutions meet evolving business needs and deliver strategic outcomes. The role will also play a central role in delivering on the Advisory Programme Strategy for digitalisation, client-centric innovation, and operational excellence.

Cuspóirí an Phoist

The appointee will:

Lead CRM/CBM Development: Act as Business Product Owner for the CRM/CBM systems, creating a long-term vision, translating business needs into technical requirements, and leading ongoing delivery.
Project Management: Manage CRM system development projects, engaging proactively with ICT, CRM teams, vendors, regional super-users, and advisory staff to deliver high-quality solutions on time and to specification.
Enhance Client Service: Equip Advisors with integrated digital tools to streamline client engagement, billing, service delivery, and information management — improving client experience and internal efficiency.
Digital Innovation Leadership: Seek out, evaluate, and champion new digital tools and innovations (e.g., Microsoft 365 applications, AI, client portals) that can enhance service delivery, impact tracking, and operational performance.
Cross-functional Collaboration: Work with Heads of Departments, Specialists, Operations, and Administration teams to scope business requirements, shape KPI frameworks, and define impact evaluation processes.
Client Data Strategy: Lead initiatives to segment, profile, and analyse client data for targeted services and campaigns, and develop metrics to evaluate advisory service impact.
Stakeholder Engagement: Facilitate workshops, consultations, and surveys to capture evolving user needs, ensuring that system development is agile, user-centred, and impact-driven.
Governance and Compliance: Ensure that CRM/CBM systems meet business, legal, and quality standards, including GDPR compliance and public service obligations.
Training and Support: Lead the CRM/CBM Helpdesk function, including user support, escalation management, training resource development (guides, videos), and system communications.
Vendor Management: Define clear deliverables with vendors and actively manage external partners to achieve high-quality system outputs.
Programme Innovation: Contribute to broader ICT and advisory innovation initiatives, working groups, and committees; actively participate in KT HOD meetings and in-service training initiatives.
Continuous Improvement: Implement an agile product development model; refine system features through continuous feedback loops with users.
Assist Teagasc in meeting the commitments of the Quality Customer Service Charter and GDPR.
To maintain responsibility for own development and updating through active participation in PMDS
To assist management and administrative staff in achieving good governance and risk management through co-operation and adherence to administrative procedures and practices
Fully co-operate with the provisions made for ensuring the health, safety and welfare of oneself, fellow staff and non-Teagasc staff and co-operate with management in enabling Teagasc to comply with legal obligations. This includes full compliance with the responsibilities outlined in the Safety Statement.
Any other duties as may be assigned from time to time.

* This job specification is intended as a guide to the general range of duties and is intended to be neither definitive nor restrictive. It will be revised from time to time with the post holder.

Scileanna atá riachtanach

	Essential	Desirable
Qualifications	A Level 8 Degree (as recognised on the National Framework of Qualifications or equivalent), in Agricultural Science, Business, ICT or related discipline. Candidates must hold a valid, full, clean Irish, EU/EEA or International driving licence (permit) to enable legally driving in Ireland.	A relevant post graduate degree, qualification in Project Management, Computer Science, or Information Systems. CRM system experience (especially MS Dynamics 365).
Knowledge/Skills	Experience gathering functional requirements through user workshops, user stories, and scenarios. Strong project management and/or team coordination and project documentation and delivery experience. Excellent communication, influencing, and stakeholder engagement skills. Strong analytical and problem-solving ability. Leadership and change management experience. Proficiency with Microsoft Office and familiarity with CRM tools.	Client and vendor relationship management. Knowledge of data management, analytics tools (e.g., Power BI, Power Apps). Agile project management experience (ideally with Product Owner exposure).
Behavioural Competencies	Ability to work as part of a team, including consulting, training, collaborating and building relationships with key stakeholders. Strives for high quality of work and demonstrates commitment to the programme. Commitment to teamwork and collaborating with colleagues as per our Teagasc Together ethos Ability to communicate effectively to enable knowledge and technology transfer. Flexible approach to work with an ability to prioritise tasks effectively. A results-driven individual with a strong focus on goal-setting, performance delivery and accountability. Ability to work independently, and meet self-imposed milestones and deliverables. A proactive, solutions-focused approach to work with an ability to adapt to changing requirements and shifting work priorities.
Other	The successful candidate will be required to have their own transport in order to efficiently carry out the duties of the post; travel and subsistence expenses will be payable at normal public service rates.

Note: The ‘essential’ qualifications, knowledge, skills and behavioural competencies outlined above are ‘must-have’ which will be used in the selection process.

Ceangaltáin:

ADO_Grade1_InformationBooklet.pdf

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