CRM Optimisation and Application Management

• Own the ongoing optimisation of SugarCRM, including workflows, modules, layouts, fields, user experiences and business processes.
• Maintain a strong functional understanding of CRM configuration, security roles, permissions and reporting capabilities.
• Improve process consistency, usability and adoption across teams and geographies.
• Oversee access controls, security settings and system configuration in line with company policies.
• Maintain accurate platform documentation, process guidance and release communications.
• Ensure CRM training materials and user support content remain up to date.
• Balance strategic product development with operational platform stability and support requirements.

Data, Reporting and Integrations

• Champion accurate, complete and consistent CRM data.
• Support and comply with established data governance standards, ownership models and quality controls for CRM data.
• Shape reporting and dashboard capabilities that support sales performance, customer management and operational decision-making.
• Work closely with data and technology teams to ensure reliable integration with connected applications and reporting platforms.
• Assess the impact of CRM changes on integrations, reporting and downstream business processes.
• Support investigation and resolution of recurring data quality, integration and platform issues.

Delivery, Change and Continuous Improvement

• Work closely with PMO, Business Analysts, technical teams and external partners to define, refine and deliver product enhancements.
• Validate requirements and proposed solutions to ensure alignment with product objectives.
• Coordinate CRM releases, upgrades and platform improvements.
• Support testing, adoption planning and change management activities.
• Ensure enhancements deliver measurable value and improved business outcomes.
• Promote root-cause resolution approaches rather than repeated workarounds.

Supplier and Vendor Management

• Manage relationships with SugarCRM vendors, delivery partners and consultants.
• Ensure delivery quality, transparency and value for money.
• Support contract renewals, licensing discussions and supplier performance reviews.
• Work with external partners to ensure the successful delivery of change initiatives and platform improvements.

Product Performance and Value Realisation

• Define and monitor KPIs relating to adoption, process efficiency, data quality and business performance.
• Measure and communicate the value delivered through CRM enhancements and investments.
• Track user satisfaction and platform utilisation.
• Use performance data and operational insights to drive future investment and prioritisation decisions.
• Regularly report product performance and roadmap progress to key stakeholders.

Your Profile: Skills & Experience

We are looking for an individual with the following skills and qualifications:

• Significant experience in a CRM Product Manager, Product Owner, CRM Functional Consultant, Application Manager or similar role.
• Experience owning application roadmaps, backlogs and enhancement priorities.
• Strong understanding of sales, customer management and CRM-driven business processes.
• Practical experience with SugarCRM or a comparable CRM platform.
• Strong knowledge of CRM workflows, data structures, reporting, configuration and integrations.
• Experience working with business stakeholders, technology teams, project teams and external vendors.
• Excellent stakeholder management, communication and influencing skills.
• Strong analytical and problem-solving capabilities.
• Ability to balance strategic thinking with operational execution.

What We Offer

At Tour Partner Group, we believe in rewarding our team members. By joining us, you will enjoy:

• A dynamic and international work environment, collaborating with colleagues from over 20 nationalities.
• Familiarisation trips to enhance your first-hand knowledge of our destinations.
• A holiday increase with years of service, up to 25 days.
• A contribution towards gym membership to promote well-being.
• An extra day off on your birthday, because celebrating is important!
• One volunteering day per year to support a cause you’re passionate about.
• Annual social events to celebrate our shared successes.
• TPG Travel Club discounts to explore our destinations in your free time.
• The opportunity to become a Value Champion.
• A structured development programme with on-the-job training, ensuring you reach your full potential.
• A collaborative and supportive team culture where every member is valued.
• Opportunities for career progression, moving into new roles within the company.

Additional Information

• High Season Period: Please note that during high season, the workload may be heavier, and overtime may be required. Overtime is compensated as time off in lieu.
• Work Location: This position is based anywhere in the UK, Ireland or Spain.

Our Values

At Tour Partner Group, our values guide everything we do:

• Partnership: We collaborate as a team to succeed and hold our colleagues and business partners in high esteem.
• Inspiration: We inspire confidence in others through our knowledge and expertise. We seek and embrace change.
• Respect: We are open to new ideas, cultures, and experiences. We value honesty and transparency.
• Passion: We share our love for travel and encourage others to explore our destinations. We aspire to be the difference that makes the difference.