Customer Relationship Management Executive

Institute for Government; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading think tank in London is seeking a CRM Executive to join their Communications team. You will execute email campaigns through Zoho CRM, maintain data records, and support audience engagement. The ideal candidate is detail-oriented with a passion for digital tools. This junior-to-mid-level role offers an opportunity to work closely with various teams in an inclusive environment.

Qualifications

• Hands-on experience managing email campaigns.
• Familiarity with basic analytics and reporting.
• Ability to maintain clean data records.

Responsibilities

• Build, test and send email campaigns using Zoho CRM.
• Maintain contact records and manage imports in Zoho.
• Monitor and report on email performance.

Skills

Experience using Zoho

Detail-oriented

Curiosity in digital tools

Understanding of GDPR requirements

Tools

Zoho CRM

Google Analytics 4

Google Tag Manager

Job description

Overview

Applications are open to join our Communications team as a CRM Executive with experience using Zoho.

The CRM Executive plays a key role, through the use of Zoho, in delivering effective communications at the Institute for Government. Working within the communications and marketing team, and closely with the IfG events team, this role is responsible for day-to-day CRM execution, primarily through Zoho, and supporting wider audience engagement through timely and accurate email campaigns.

Using Zoho, the postholder will also maintain clean data records, help to deploy segmentation and tagging strategies and assist with basic analytics and reporting.

This is a hands-on, junior-to-mid-level role suited to someone detail-oriented and curious, with an interest in communications, digital tools and how to use data to engage target audiences.

Responsibilities

• Build, test and send email campaigns using Zoho CRM (e.g. newsletters, targeted mailings, research releases).
• Apply formatting, list selection, tagging, and unsubscribe/preference handling.
• Ensure communications are aligned with house style and GDPR requirements and e-marking regulations.
• Liaise with teams across the IfG (e.g. Publications, Events, Partnerships) to support their email communications needs.
• Maintain contact records in Zoho: de-duplicate, clean data, manage imports and tagging.
• Apply pre-defined segments or audience logic to campaigns (e.g. by interest area or professional background).
• Assist in implementing automated workflows wherever possible (e.g. triggered campaigns, journeys) designed by external specialists or senior staff.
• Apply UTM tags, link tracking and campaign codes to outbound communications.
• Assist with user tracking setup using Google Analytics 4 and tagging tools (e.g. Google Tag Manager), under the direction of the Head of Digital Content and external specialists.
• Support embedding of tagging or audience flags across digital assets (e.g. email templates, forms).
• Monitor and report on email performance using Zoho’s analytics and shared dashboards (open rates, click-throughs, unsubscribes).

For full details, including a person specification, please read the job application pack. We encourage all applicants to read the job pack before starting their application.

The IfG is committed to supporting greater diversity and inclusion within our workforce, and to fostering an environment in which everyone feels welcome, supported and valued. We welcome applications from anyone who is interested in government and how to make it more effective, and particularly encourage applications from candidates who belong to groups currently underrepresented in the think-tank sector. This includes but is not limited to Black, Asian and ethnically diverse candidates, disabled candidates, and candidates from low-income backgrounds.