CRM Change Management Lead (12-Month Fixed-Term Contract)

Cognita; Dubai; Hybrid; AED 300,000 - 500,000; Full time

Benefits offered by this job

Fixed-term contract 12 months

Job summary

Cognita, a global network of schools, is seeking a Change Manager to lead CRM and technology adoption across multiple sites in the UAE. You will craft change strategies, design communications, and maintain a calendar aligned with delivery plans for HubSpot and related systems.

You will drive adoption metrics, manage stakeholder resistance, and coordinate training with the CRM Enablement Manager. This role requires strong communication with senior leaders and staff across diverse campuses.

Qualifications

• Degree-level education or equivalent experience.
• Experience leading change for tech or process rollouts across multiple sites.
• Experience managing stakeholder resistance in a matrixed organisation.
• Strong communication design for diverse, non-co-located audiences.
• Excellent communication skills across leadership and frontline staff.
• Defining and tracking adoption and sentiment metrics.

Responsibilities

• Own change management strategy for HubSpot CRM and related changes.
• Identify and manage adoption risk across clusters and schools.
• Design engagement and communications plans for each rollout wave.
• Maintain a change calendar aligned to delivery plan.
• Sequence training with CRM Enablement Manager.
• Define KPIs for adoption, usage, sentiment and fatigue.
• Provide change-readiness assessments for go-live decisions.
• Support change management for new school onboarding.

Skills

Change frameworks

Change leadership

Stakeholder management

Effective communications

Adoption metrics

Education

Degree-level education

Tools

HubSpot

Salesforce

Prosci ADKAR

APMG

PRINCE2

PMP

Job description

Responsibilities

• Own change management strategy for HubSpot and ongoing CRM changes
• Identify and manage adoption risk and resistance across clusters and schools
• Design engagement and communications plans for each rollout wave
• Maintain a change calendar aligned to the delivery plan
• Sequence training with the CRM Enablement Manager
• Define KPIs for adoption, usage, sentiment and change fatigue
• Provide change-readiness assessments for go-live decisions
• Support change management for new school onboarding

Requirements

• Applied experience with a recognised change framework (ADKAR, Prosci, Kotter)
• Leading change for technology or process rollouts across multiple sites
• Managing stakeholder resistance in a matrixed organisation
• Designing communications for diverse, non-co-located audiences
• Excellent communication skills across leadership and frontline staff
• Defining and tracking adoption and sentiment metrics
• Degree-level education or equivalent professional experience

Preferred Qualifications

• CRM adoption experience, ideally HubSpot or Salesforce
• Pulse survey or sentiment-tracking tool experience
• Change management certification (Prosci ADKAR, APMG)
• Project or programme management certification (PRINCE2, PMP)
• Experience in K-12, independent or international education

Benefits

• Fixed-term contract of 12 months

About the Company

• Cognita is a global family of 86 schools across 21 countries, with over 100,000 students.