CRM Change Management Lead — HubSpot Rollout

Cognita Schools; Dubai; Hybrid; AED 320,000 - 520,000; Full time

Job summary

Cognita is seeking a CRM Change Management Lead to guide schools through HubSpot and CRM changes across clusters. You’ll shape readiness, address resistance and ensure adoption with clear communications, linking ground feedback to program priorities.

Reporting to the CRM Optimisation team, you’ll design engagement plans, track adoption KPIs and coordinate training, with travel to multiple regions and a 12-month fixed-term engagement, based in Dubai with hybrid working.

Qualifications

• Practical experience applying a recognised change framework (e.g. ADKAR, Prosci, Kotter) in a real organisational setting.
• Experience leading change management for a technology or process rollout across multiple sites or regions.
• Experience managing stakeholder resistance and adoption risk in a complex, matrixed organisation.
• Experience designing and delivering communications and engagement plans for diverse, non-co-located audiences.
• Excellent communication skills, with the ability to tailor your message from school leadership to frontline staff.
• The ability to define and track adoption and sentiment metrics, and turn the data into practical, targeted interventions.
• Degree-level education or equivalent professional experience.

Responsibilities

• Own the change management strategy for HubSpot and ongoing CRM changes, covering stakeholder readiness, communications and adoption planning across clusters and schools
• Identify and manage adoption risk and resistance, working with cluster leads and school leadership to address blockers early and escalate where go-live is at risk
• Design and run engagement and communications plans for each rollout wave and subsequent product or process change
• Maintain a change calendar aligned to the delivery plan, so schools aren’t hit with uncoordinated or overlapping changes
• Sequence training within the broader change plan, in partnership with the CRM Enablement Manager
• Define the KPIs and data sources used to track adoption, including usage, sentiment and change fatigue, by school and cluster
• Design a single, coordinated model of central engagement, so schools experience one joined-up approach rather than separate checkins
• Feed field-level sentiment and change blockers into product prioritisation via the Business Analyst
• Provide a change-readiness assessment as a required input to go-live decisions for each school or cluster
• Support change management for new school onboarding, including new openings and acquisitions

Skills

Change management

Stakeholder management

Communication skills

Project coordination

Adaptability

Education

Degree-level education or equivalent professional experience

Tools

HubSpot

Salesforce

Job description

Cognita is seeking a CRM Change Management Lead to guide schools through HubSpot and CRM changes across clusters. You’ll shape readiness, address resistance and ensure adoption with clear communications, linking ground feedback to program priorities.

Reporting to the CRM Optimisation team, you’ll design engagement plans, track adoption KPIs and coordinate training, with travel to multiple regions and a 12-month fixed-term engagement, based in Dubai with hybrid working.