CRM Implementation Manager

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
• Manage 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.

• 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