At AQA were committed to advancing education and were committed to our people. As the largest provider of academic qualifications in the UK we mark over 10 million exam papers each year and its our people who make this happen.

Job title: CRM Manager
Contract type: Fixed term contract until 29 October 2027 (Maternity cover)
Location: Manchester
Salary: 54300 to 60700
Working arrangements: Hybrid working 2 days a week in office

Are you driven to lead people and improve customer journeys through effective use of CRM and data

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 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 handson 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 endtoend 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 peoplefirst 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 everyoneregardless of religion ethnicity gender identity or expression age disability sexual orientation or backgroundis 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.

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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 :
The CRM manager operates within the Customer Success team - a growing strategically important area focused on creating seamless highquality 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 customercentric 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 crossfunctional alignment reducing silos and ensuring that customer journeys and supporting platforms are joinedup 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 where tangible benefits can be realised.
Collaborate with the Business and Performance Analyst to develop detailed reports and provide data-driven insights.
Liaise with technical specialists for the execution of the sales elements of the system roadmap for Microsoft Dynamics and other interconnected systems.
Maintain strong professional relationships with key internal and external vendor partners
Participate in special projects and perform other duties as commensurate to the level of this role
Acts to consistently ensure data quality and integrity is maintained at all times

To be successful in this role you will need to demonstrate:
Essential Criteria
Being successful in this role means applying your knowledge of Dynamics CRM and best practice from other industries/ organisations to transform how AQA attract engage retain and support customers.
Its critical to work collaboratively and influence at all levels of the business to drive forward business change.
Champion a people-first organisation support the development and mentoring of a small team of SMEs
You must develop a detailed understanding of the required business processes across multiple areas of the business (Sales Marketing Events Curriculum) and be able to work with the relevant technical and support teams to deliver change.
Its critical to be data driven identifying and closing gaps in data collection and leveraging insights from the systems to inform business decision making. This is not a technical role.
You should have a high degree of knowledge about the use of the system in a sales and marketing context but we do not expect a background in customisation or database administration.
Strong analytical skills and problem-solving abilities.
Change management skillset to ensure changes delivered are fully adopted and embedded
Proven ability to provide post-implementation training and mentor team members.
Excellent communication skills.
Desirable Criteria
Demonstrated project management skills.
Experience with marketing automation systems implementation is highly desirable.