Responsibilities

• Design and implement the customer journeys across all lifecycle stages
• Gather requirements from various stakeholders to create an ISP-wide development roadmap
• Launch new HubSpot functionalities like One-Touch-Switch
• Lead the migration to HubSpot upgrades
• Collaborate with Customer Service and Finance to tailor HubSpot to their workflows
• Partner with the Technology team to deliver HubSpot updates and new functionalities
• Ensure work is delivered on time and to agreed standards
• Monitor progress and proactively address risks or issues
• Identify and implement improvements to processes and ways of working
• Ensure compliance with policies, procedures, and relevant regulations

Requirements

• Extensive experience managing HubSpot or equivalent CRM platform (e.g. Salesforce), ideally as a system owner or administrator within a subscription or ISP business
• A proven track record of leading major CRM migrations and executing complex system roadmaps
• Deep expertise in customer lifecycle mapping, with the ability to optimize journeys from initial prospect to long-term retention
• Strong cross-functional leadership skills, particularly in collaborating with Technology, Finance, and Customer Service teams
• Strategic commercial acumen, with the ability to translate technical CRM capabilities into business growth and improved customer experiences
• Familiarity with telecom-specific processes or regulations, such as One-Touch-Switch (OTS) frameworks, is highly desirable
• Strong attention to detail and accuracy
• The ability to manage competing priorities and meet deadlines
• Sound problem-solving and decision-making skills
• The ability to work independently as well as collaboratively within a team

Benefits

• Salary: £60k- (£ or) 70k per annum
• 25 days holiday plus Bank Holidays plus Birthday Off (pro-rata)
• Company Pension Contribution
• Private Medical and Dental package
• £1,500 Employee Referral Scheme
• Family Friendly Support Package