CRM Journeys Implementation Lead

Blue Pelican; Welwyn Garden City; Hybrid; 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

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