CRM Manager

About the Role We are looking for a proactive and commercially minded CRM professional to help maximise the value of our client relationship management platform across a growing international professional services business operating in the UK, North and Latin America, Europe and India. This role exists to help strengthen commercial performance, client intelligence and pipeline visibility through effective CRM adoption, optimisation and insight. The role combines hands-on CRM administration with broader responsibility for improving data quality, reporting, user adoption and commercial decision-making. The successful candidate will work closely with operational, commercial and leadership teams to ensure the CRM supports business development, client management, opportunity tracking, forecasting and strategic growth. Success in this role will require someone who can confidently influence behaviours across a busy, commercially focused business, helping teams embed stronger CRM habits and more consistent ways of working. The business uses Insightly CRM; however, previous experience with Insightly specifically is not required. We welcome candidates with experience using other CRM platforms such as Salesforce, Microsoft Dynamics 365, or HubSpot. Key Responsibilities CRM Administration & Support Manage day-to-day administration of the CRM platform Maintain user access, permissions, fields, layouts, and workflows Support users with CRM queries, troubleshooting, and training Coordinate data imports, exports, and cleansing activities Monitor and improve data quality, consistency, and governance Reporting & Commercial Insight Develop and maintain dashboards and reports for leadership teams Support pipeline management, forecasting, and business development reporting Produce CRM analytics and insights to support decision-making Help improve visibility of client relationships, opportunities, and sector activity Process Improvement Work with teams across the business to improve CRM processes and usage Support rollout of new functionality, integrations, and enhancements Document CRM processes, guidance, and best practice Adoption & behavioural change Drive CRM adoption and consistent ways of working across teams and regions Deliver practical training, guidance and coaching to users Work with senior stakeholders to embed stronger CRM behaviours and better quality data capture Stakeholder Management Work closely with business development, operations, finance, and leadership teams Act as a key point of contact between users, management, and external CRM partners/vendors Support wider operational and digital improvement initiatives