Customer Relationship Manager

 Overview

CRM L E A D 

The CRM Lead is the organiser, problem-solver, and data lead who keeps our growth activity running efficiently. You’ll make sure our CRM is accurate, our reports are clear, and our team has everything it needs to focus on developing relationships and winning work. 

From validating leads and preparing performance reports to coordinating meetings and keeping our processes sharp, this role is all about making sure no opportunity is lost through inefficiency or missed detail. It’s perfect for someone who thrives on structure, is confident with data, and takes pride in keeping things moving behind the scenes.

Key Responsibilities 

Lead and Data Management: 

Keep CRM (HubSpot) in excellent order - complete management of our pipeline and working closely with the Business Development Manager to control individual team data. Add and validate new leads against agreed criteria, liaising with external lead sources including networkers and agents. 

Monitor lead status and progress, ensuring timely follow-up and closure in line with weekly and monthly targets. 

Remove or update duplicate, incomplete, or stale data to maintain system integrity. Research cold leads to help generate new opportunities for the pipeline. 

Act as the team’s go-to person and troubleshooter for all things HubSpot. 

Team Support & Administration: 

Coordinate monthly BD commissions, working with finance and the team to ensure accuracy. Send marketing credentials and updates to prospects as needed. 

Arrange internal meetings and keep relevant calendars up to date. 

Take notes during team meetings and ensure agreed actions are followed up. 

Maintain BD files and shared folders so documents are easy to find and up to date. Provide administrative support to BD and Marketing Directors for campaigns and ad hoc projects. Reporting and Insight: 

Working closely with the Business Intelligence Director, to produce reports and gain valuable insights in order to make data-driven decisions against KPIs. 

Prepare briefing packs and notes for Project Directors attending high-value prospect meetings. Maintain internal dashboards and refine existing reporting frameworks to increase visibility and provide better insight for decision-making. 

Communication and Stakeholder Coordination: 

Manage communication across multiple channels (email, Teams, WhatsApp, phone, and text) with clarity and professionalism. 

Liaise confidently with internal stakeholders, senior leadership, and external teams. Build and maintain rapport with lead contributors, acting as a key point of contact for coordination. 

Behaviours 

Exceptional attention to detail – Essential for managing accurate CRM data, preparing reports, and coordinating team communications. 

Excellent time management – To meet reporting deadlines, manage lead follow-ups, and support team operations efficiently. 

Proactive Communication and interpersonal skills – For managing multiple channels and engaging confidently with stakeholders and senior leadership. 

Comfortable navigating between different communication platforms and coordinating information flow. 

Adaptability – Important for handling shifting priorities, troubleshooting HubSpot issues, and managing ad hoc tasks.

Our Values 

Humble - Being humble means putting ego aside, staying open to learning, and helping others grow. Approach every situation with openness, curiosity, and a willingness to learn. 

Prioritise collaboration over personal recognition and celebrate team wins. 

Offer support and mentorship to others, recognising that success is shared. 

Actively seek feedback and use it to grow continuously. 

Hungry - Being hungry means staying self-motivated, driven to go above and beyond, and always looking for ways to contribute and grow. 

Proactively look for ways to add value and exceed expectations in your role. 

Maintain a strong work ethic and an internal drive to achieve excellence. 

Actively seek opportunities to improve processes, solve problems, and contribute to team and business success. Embrace challenges and take initiative to expand your role and impact. 

Smart - Being smart means having emotional intelligence, making good business decisions, listening actively, and communicating with empathy and good judgment 

Make thoughtful, well-informed decisions that benefit the team and the business. Listen actively and communicate with clarity and respect. 

Show empathy and awareness in interactions by understanding the impact of your words and actions, while navigating group dynamics with professionalism and tact. 

Build strong relationships through thoughtful collaboration and effective communication.