Head of CRM

Role purpose:

IDP’s vision is to build a global platform and connected community to guide international students along their journey to achieve their lifelong learning and career aspirations.

The Client Success and Operations team works to operationalize and implement strategies to drive commercial growth, adoption, retention, and expansion within our client portfolio.

The position has been created to support the implementation of a new CRM and sales tech stack, as part of a multi-year investment.

The successful candidate will have a proven track record in managing and implementing CRM platforms, driving operational efficiency and scalable processes. You will be comfortable working in a large organisation, collaborating with stakeholders across the globe and be pivotal in shaping and implementing our client operations strategy.

Key Responsbilities:

Strategic Development:

• Lead the implementation of a new CRM, covering marketing, sales, client success, and fulfilment functions.
• Develop and implement a comprehensive CRM strategy aligned with business objectives to enhance customer engagement, revenue recognition, loyalty, and retention.

Technology Management:

• Manage the CRM platform, ensuring it meets the organization’s needs.
• Stay updated with the latest CRM technologies and tools, and identify opportunities for innovation and improvement.
• Collaborate with internal teams and external vendors to ensure the successful selection, configuration, and deployment of the CRM system.
• Oversee the integration of the CRM system with other software and technologies, such as marketing automation platforms, data analytics tools etc.

Vendor and Partner Collaboration:

• Manage relationships with CRM vendors and implementation partners, ensuring timely delivery, adherence to project scope, and effective communication.
• Negotiate contracts and service level agreements (SLAs) with CRM vendors to ensure optimal value and support.
• Act as the primary point of contact for vendor-related escalations, troubleshooting, and updates.

Compliance and Best Practices:

• Ensure data accuracy and compliance with relevant regulations, including GDPR and industry best practices.
• Implement strategies to ensure data integrity and maintain high-quality records accessible to senior leadership.

Performance Monitoring:

• Collaborate with Finance, Operations, Product, and Client Services teams to align CRM data, operational workflows, and monitoring processes.
• Track and analyse key performance indicators (KPIs) to measure the effectiveness of CRM initiatives and report findings to senior management.

Cross-functional Collaboration:

• Work closely with marketing, sales, customer service, and IT teams to ensure a cohesive approach to sales and operational technology.
• Partner with colleagues to identify opportunities for process improvements and automation through CRM capabilities.

Change Management and Operational Rollout:

• Lead all aspects of the operational rollout and change management process for the new CRM system.
• Develop training programs and resources to support teams during the transition and ensure system adoption across the organization.

Data Analysis:

• Collaborate with the Senior Data Analyst – Operations to track and record client behaviour metrics, preferences, and trends.
• Provide actionable recommendations to improve customer experiences and business outcomes based on CRM data.

Required experience:

• Highly experienced in CRM management.
• Technically proficient in CRM software (e.g., Salesforce, HubSpot, Microsoft Dynamics).
• Strong analytical skills with experience in data analysis and reporting.
• Strong project management skills with the ability to manage multiple initiatives simultaneously
• Previous experience working with global teams would be useful, e.g. India, Australia etc
• An understanding of B2B would be beneficial

What's on Offer:

In return, we can offer a competitive base salary & bonus along with the following benefits:

•  Flexible & hybrid working – 1 to 2 days in our Putney Bridge office
• 30 days annual leave
• 2 days volunteer leave per year 
• Auto-enrolment pension with opportunity to increase to up to 6% matched employer contribution.
• Maternity benefit – Enhanced maternity pay: 16 weeks paid at 100% salary plus 8 weeks at 50% salary, or longer 50% period from week 7
• Paternity benefit – Enhanced paternity pay: 3 weeks paid at 100% salary plus 1 week at 50% , or 4 weeks at 50%
• Health Cash Plan for health-based treatments such as physiotherapy, optician, dental treatments, health check and Employee Assistance Program.
• LinkedIn learning access to hundreds of online courses
• Learn and Live Well allowance of £200 per financial year to learn or improve wellbeing.
• Cycle scheme 

About IDP

IDP is the global leader in international education services, delivering global success to students, test takers and our partners, through trusted human relationships, digital technology and customer research. An Australian-listed company, we operate in more than 50 countries around the world.

Our team is comprised of over 8,000 people of various nationalities, ages and cultural backgrounds. Proudly customer-first, our expert people are powered by global technology. Together, we offer unmatched services, helping local dreams become realities, all over the world.

Learn more at www.careers.idp.com