CRM Implementation Manager

Blue Pelican; Welwyn Garden City; On-site; GBP 38,250 - 51,750; Full time

Job summary

Blue Pelican is seeking a CRM Implementation Manager in Welwyn Garden City for a hybrid role with two days in the office. The contract is a six-month fixed-term, with an advertised salary around £45,000.

The role focuses on turning a ready CRM plan into a measurable programme across multiple brands and channels. You will oversee the build, testing and rollout of automated customer journeys within Zoho (or similar platforms), coordinating with teams and partners to ensure effective delivery and

Qualifications

• Delivered CRM, customer journey or marketing automation projects within a multi-site, multi-location or multi-brand organisation.
• Comfortable taking an agreed strategy through build, test, launch and optimisation while coordinating stakeholders and delivery partners.
• Experience with Zoho would be useful; Salesforce, HubSpot or Dynamics may also be relevant.
• Practical understanding of workflows, automation, segmentation and CRM reporting, without needing to be a developer.
• Good knowledge of test-and-learn and implementing a measurement framework for CRM across channels.

Responsibilities

• Manage the delivery of CRM journeys across email, web, telephone and other channels, collaborating with internal teams, external agencies and developers.
• Oversee the CRM implementation plan, milestones, risks and dependencies.
• Translate journey maps into clear delivery requirements for delivery teams.
• Coordinate stakeholders, developers and platform partners to ensure timely delivery.
• Lead the A/B testing of new campaigns and journeys to drive conversions, retention and customer value.
• Define how journey and channel performance will be measured and reported.
• Monitor conversion, engagement and customer drop-off to inform optimisations.
• Build reporting to support commercial and operational decisions.

Skills

CRM project delivery

Stakeholder coordination

Marketing automation

CRM reporting

CRM strategy implementation

Tools

Zoho CRM

Salesforce

HubSpot

Microsoft Dynamics

Job description

CRM Implementation Manager

Location: Welwyn Garden City, hybrid working with two days per week in the office
Salary: Circa £45,000
Contract: Six-month fixed-term contract

The CRM strategy is already in place. The customer journeys have been mapped and the communications plan is ready.

Your role is to turn that plan into a working, measurable CRM programme.

As CRM Implementation & Journey Manager, you’ll oversee the build, testing and rollout of automated customer journeys within Zoho. You’ll coordinate across teams in order to get CRM campaign assets created, keep delivery on track and make sure each journey works effectively across multiple brands, locations and customer touchpoints.

This is not a strategy role from a blank page, and it is not a heavily technical development position. It is about implementation, project management, testing and optimisation.

What you’ll be doing

You’ll manage the delivery of CRM journeys across email, web, telephone and other customer channels, working with internal teams, external agencies and developers.

Your responsibilities will include:

• Managing the implementation plan, milestones, risks and dependencies
• Overseeing the build and rollout of automated customer journeys
• Translating existing journey maps into clear delivery requirements
• Coordinating stakeholders, developers and platform partners
• Managing the A/B testing of new campaigns and customer journeys. Looking to ensure they deliver a seamless experience and required outcomes, such as new customer conversions, retention, or enhance customer value
• Defining how journey and channel performance will be measured
• Monitoring conversion, engagement and customer drop-off
• Building reporting that supports commercial and operational decisions

Why this role stands out

You’ll be joining at the point where delivery really matters.

The strategy is done, so you can focus on making it work in practice, putting the right testing and measurement in place and creating a more consistent customer experience across a complex, multi-brand environment.

By the end of the contract, the priority journeys should be live, tested, measurable and ready for ongoing optimisation.

Experience you’ll bring

• You’ll have delivered CRM, customer journey or marketing automation projects within a multi-site, multi-location or multi-brand organisation.
• Are comfortable taking an agreed strategy through build, test, launch and optimisation, while coordinating a range of stakeholders and delivery partners.
• Experience of Zoho would be useful, although experience with Salesforce, HubSpot, Microsoft Dynamics or a similar platform may also be relevant.
• You’ll also need a practical understanding of workflows, automation, segmentation and CRM reporting, without needing to be a developer.
• Good knowledge of test and learn, as well as how to implement a measurement framework for CRM to understand how it’s performing across channels