Sadler Recruitment
CRM Product Manager
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Job title: CRM Product Manager (12-month FTC)
Location: Cardiff
Salary: £50,000 - £55,000 per annum
Our client is looking to hire a CRM Product Manager. They are an established Cardiff-based organisation that has invested heavily in its digital and CRM capability and is now looking to strengthen the technical ownership of that platform. This role sits within the technology function and reports directly to the CIO, rather than into marketing, and it has been positioned deliberately that way.
This is not a performance marketing or email campaign role, and it is not a HubSpot administrator role either. It is a product ownership role for the technology underpinning CRM across the business.
About the role
The organisation runs HubSpot as the operational backbone of customer service, sales and its contact centre, with a bespoke front end built for customer service teams and dedicated tooling for sales. HubSpot AI is already in use, including a live chatbot, and the business also runs Optimizely alongside advanced marketing and service automation. The CRM Product Manager will take ownership of the strategy and roadmap for this environment, working closely with IT, Digital and external suppliers to ensure the platform continues to deliver value.
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The role also has visibility into lead management for some of the organisation's higher-value product lines, and involvement in customer-facing presentations relating to CRM and digital capability.
Responsibilities
- Developing and maintaining the CRM strategy in conjunction with key business stakeholders
- Acting as CRM business owner, identifying opportunities to use AI and platform capability to improve customer experience and operational efficiency
- Leading business and process change relating to the CRM system
- Facilitating product working sessions that prioritise change requests submitted across the business
- Delivering training and maintaining support documentation to drive consistent, effective use of the system
- Managing the CRM support budget and the relationship with the organisation's third-party HubSpot specialist agency
Experience Required
- HubSpot experience is desirable but not essential
- Solid understanding of modern CRM platforms and how they operate in practice
- Demonstrable experience of developing and implementing CRM strategy to support a customer-focused business
- Proven track record of continuous improvement, with benefits measured and realised
- Ability to engage senior stakeholders and balance commercial priorities against platform and brand considerations
- Strong communication and presentation skills
- Sound business, technical and financial judgement
- Ability to manage multiple priorities in a fast-paced environment
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What the organisation offers
This is a well-established, award-winning organisation with a mature CRM and digital function rather than one starting from scratch. The platform is already well developed, and the mandate for this role is to connect existing capability together more effectively, bringing IT and CRM closer, and extending email and SMS into a more joined-up customer journey. The business is supported by a specialist HubSpot agency, so the CRM Product Manager is not expected to manage all technical delivery alone. The role offers hybrid working and a strong benefits package.
Success in this role will be measured by the strength of the relationships built with customer service stakeholders across the business, and by the ability to design and deliver exciting new digital journeys that genuinely improve the customer experience.
For immediate consideration please send your CV in today
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