CRM Manager

CRM Manager page is loaded## CRM Managerlocations: Manchestertime type: Full timeposted on: Posted Todayjob requisition id: R7833**At AQA, we’re committed to advancing education and we’re committed to our people. As the largest provider of academic qualifications in the UK, we mark over 10 million exam papers each year and it’s our people who make this happen.****Job title: CRM Manager** **Contract type: Fixed term contract until 29 October 2027 (Maternity cover)** **Location: Manchester** **Salary: £54,300 to £60,700** **Working arrangements: Hybrid working – 2 days a week in office**As our CRM Manager you will be leading the implementation of new technology and feature enhancements within Microsoft Dynamics CRM and related platforms to strengthen end-to-end sales, marketing and service processes. You will play a key role in shaping how sales, marketing and customer services teams work together, using data and digital tools to improve customer experience at scale. This is a hands‐on leadership role where you will own and deliver the Commercial CRM roadmap, helping AQA attract, engage, retain and support customers as we move through significant organisational change, including Qualifications Reform. You will work closely with teams across Sales, Marketing, Customer Services, Product and Technology to improve end‐to‐end customer journeys. Your work will help colleagues make better decisions using accurate data, while ensuring customers receive a consistent and positive experience at every touchpoint.**Key responsibilities**In this role, you will be responsible for:* Leading delivery of the Commercial CRM roadmap, including improvements to Microsoft Dynamics CRM and connected platforms that strengthen customer journeys end to end* Supporting with the delivery and design of a new Customer Data Platform which is key to our data strategy* Managing and developing a small team of CRM and journey specialists, setting clear priorities and enabling them to work effectively across the organisation* Working with stakeholders and technical partners to design, test and embed CRM, data and marketing automation changes that are fully adopted in practice**What we are looking for**You will thrive in this role if you:* Have experience using Microsoft Dynamics CRM in a sales and marketing context, with a focus on improving customer outcomes* Are confident working with data and insight to inform decision making and close gaps in data quality* Can lead and support others, creating a positive, people‐first environment where learning and collaboration are encouraged* Are comfortable influencing and working with a wide range of stakeholders up to director level* Have experience managing change and supporting teams through new ways of working**This role offers you the chance to:*** Lead meaningful change that improves how AQA supports schools, teachers and learners* Shape and deliver a CRM roadmap that has visibility and impact across the organisation* Develop your leadership capability while managing a skilled specialist team* Gain broad exposure by working with a wide range of professional and technical experts* Be part of an organisation with a clear public purpose and commitment to improving education**Diversity and inclusion**At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone—regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background—is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.**Application process*** To apply, please submit your CV and a cover letter outlining your suitability for the role by **23.59 on Sunday 26 April.*** First stage interviews will take place remotely on the week of 04 May, second stage interviews will take place in our Manchester office on 14 May.**#MCRE****Recruitment Agencies**We have a preferred supplier list (PSL) in place.Unsolicited CVs will be treated as a gift. We will not be subject to or liable under your terms and conditions for agency fees.# # # **Full Job Description****Summary**The CRM Manager is responsible for delivering the Commercial CRM Roadmap, implementing new technology and feature enhancements within Microsoft Dynamics CRM and related platforms to strengthen end-to-end sales, marketing and service processes. Through effective execution, the role enables the business to attract, engage, retain, and support customers, ensuring readiness as we transition into General Qualifications Reform. In parallel with delivery, the CRM Manager provides strong leadership and enablement to a team of three, which operates across Service, Journey Management, Sales, and Marketing. The role clarifies priorities, removes barriers, and ensures the team is equipped to operate effectively in cross-functional environments, driving collaboration and high performance. Successful achievement of this remit will require close partnering with enterprise and technical SMEs, marketing, sales, product, subject support and customer success teams.Landscape: The CRM manager operates within the Customer Success team – a growing, strategically important area focused on creating seamless, high‐quality experiences across the entire customer lifecycle. This role brings together Sales, Marketing, Service, Journey Management and Insight functions to design, deliver and continuously improve how we attract, engage, retain and support customers. It is underpinned by a customer‐centric ethos, strong use of data and digital tools, and a commitment to enabling teams to make informed decisions that enhance customer outcomes. This role plays a critical part in strengthening cross‐functional alignment, reducing silos and ensuring that customer journeys and supporting platforms are joined‐up, intuitive and consistently delivered. Activities: The role holder will be expected to be responsible for the following: Strong leadership, managing skilled colleagues with a solid Commercial background, encouraging a test and learn environment Owning and delivering the established Commercial CRM roadmap, which includes integrating new products like LinkedIn Sales Navigator, Conversational Intelligence, and a Customer Data Platform. Managing the Customer Journey Manager in defining and implementing customer sales journeys using the Microsoft Dynamics CRM platform and other interconnected systems such as ClickDimensions and other marketing automation platforms. Develop and implement data-driven segmentation models using behavioural, transactional, and demographic data to optimize campaign performance and customer engagement Working closely with internal stakeholders across Sales, Customer Services, Marketing, Product, Curriculum and Events functions to understand and articulate new business requirements in line with desired end-to-end customer journeys and strategic objectives Be the customer sales journey Subject Matter Expert (SME) on other customer facing and operational systems throughout the business. The SME will champion the customer sales processes to ensure they are optimised across all relevant platforms. Working with the organisations technical teams to design, test, and implement updates to CRM and other strategic systems such as marketing automation and customer success platforms, which support delivery of our strategic objectives. Playing a key role in our customer data strategy Monitor CRM trends, Microsoft Dynamics updates marketing automation platform updates, new technologies and recommend new system options#J-18808-Ljbffr…