CRM & Commercial Systems Lead

CRM & Commercial Systems Lead | Circa £61,300 + excellent benefits |
Permanent |
Hybrid

We’re looking for a CRM & Commercial Systems Lead to shape the future of our customer and member experience. You’ll own the CRM roadmap and the commercial systems that support our end‑to‑end journey, ensuring the system capability evolves in line with business needs.

In this role, you’ll be the driving force behind organisation‑wide adoption, empowering teams to use our CRM confidently and consistently. A key part of your role will be embedding clear, repeatable processes that ensure the CRM is used in a standard and reliable way across the organisation. By improving data quality, strengthening reporting, and ensuring the platform remains secure, compliant, and continuously optimised, you’ll help make the CRM a trusted everyday tool.

Your work will enable every team to work smarter, make better decisions, and move faster.

• Strategic management: Own and deliver the CRM & Commercial Systems roadmap, ensuring adoption is central to every initiative and aligning decisions to business objectives and measurable behavioural change.
• Stakeholder leadership: Build strong relationships across senior leadership, Commercial, Marketing, and cross‑functional teams to advocate for the solution, secure buy in and remove adoption barriers. Communicate plans, risks, and benefits clearly to support successful uptake.
• Process optimisation: Continually improve processes and data quality; embedding consistent behaviours that make CRM a trusted, everyday tool. Identify opportunities for automation and adoption‑led improvements that deliver measurable outcomes.
• Adoption: Champion organisation‑wide adoption by designing and delivering impactful training, clear communication and ongoing engagement activities that build long term capability across all teams.
• Design & integrations: Translate business needs into robust solution designs; manage integrations with enterprise platforms (e.g., Power Platform, middleware, data services).
• Supplier management: Lead vendor relationships, contracts, SLAs, upgrades, and issue resolution to ensure cost‑effective, high‑quality delivery.
• Reporting & insight: Deliver reliable, timely dashboards aligned to business priorities.
• Innovation: Track emerging technologies and best practice to keep our commercial ecosystem current and competitive.

• CRM leadership across platforms: Proven roadmap delivery across areas of the business—experience with Salesforce, Hub Spot, and/or Dynamics 365.
• Enterprise systems acumen: Hands‑on with integration patterns, data governance, and full systems lifecycle.
• Commercial & Marketing fluency: Deep understanding of processes and objectives; able to engage technical and non‑technical audiences.
• Change & adoption track record: Evidence of successfully driving organisation‑wide adoption of CRM using change management techniques and influencing diverse groups.
• Delivery & optimisation: Managed large initiatives (integrations, platform upgrades, maintenance) and driven process improvement and quality.
• Influence & facilitation: Confident guiding decisions and resolving obstacles with empathy enabling teams to embrace a new way of working.
• Planning & prioritisation: Structured, adaptable, and comfortable with competing demands.
• Supplier & budget management: Negotiated contracts, held suppliers to account, and tracked benefits realisation.
• Data & reporting mindset: Understanding of how data quality and consistent usage underpin successful CRM adoption, KPIs, and performance management.

Research tells us that men are more likely to apply to jobs if they meet only 60% of the criteria, whereas women often hesitate or don't apply unless they meet all of the criteria. This difference in application behaviour can contribute to the gender gap in career advancement and opportunities.

We know the perfect candidate doesn't exist! If you think you have what it takes but don't tick every box, we'd still encourage you to apply - it could be a perfect fit!

Salary -…