Customer Success Manager

Customer Success CRM Manager

Location: London (Hybrid Working)
Salary: Up to -70,000 + Benefits

Are you an experienced CRM professional with a passion for driving customer success through technology, data and continuous improvement?

Our client, a well-established business within the logistics and supply chain sector, is looking to appoint a Customer Success CRM Manager to lead the strategy, development and optimisation of their CRM platform.

This is an excellent opportunity for someone who enjoys owning the CRM roadmap, working closely with stakeholders, and delivering data-driven improvements that enhance both customer experience and business performance.

The Role

As Customer Success CRM Manager, you will take ownership of the end-to-end CRM lifecycle, ensuring the platform continues to evolve in line with business objectives.

Key responsibilities include:

• Owning and developing the CRM strategy and roadmap.

• Driving continuous CRM system improvements and new functionality.

• Leading data-driven business reviews to identify opportunities for optimisation.

• Working closely with internal stakeholders to gather requirements and prioritise development.

• Managing an offshore team of CRM developers.

• Overseeing project delivery using Jira and agile methodologies.

• Developing customer journeys, workflows and automation pathways.

• Producing insightful reporting and dashboards using Power BI.

• Ensuring the CRM platform supports commercial growth and delivers an excellent customer experience.

About You

We''re looking for someone with:

• Proven experience managing and developing CRM platforms.

• Experience owning CRM roadmaps and delivering system enhancements.

• Strong stakeholder management and project delivery skills.

• Experience managing offshore development teams.

• Strong analytical skills with experience using Power BI.

• Experience using Jira within an agile environment.

• A data-led approach to decision making and continuous improvement.

• Excellent communication and leadership skills.

Industry experience within Freight Forwarding, Logistics or Supply Chain would be highly advantageous, although candidates from other sectors with strong CRM leadership experience are encouraged to apply.

What''s on Offer

• Salary up to -70,000

• Hybrid working

• Opportunity to shape the future of a business-critical CRM function

• Collaborative and forward-thinking business

• Long-term career progression

If you''re an experienced CRM leader looking to make a real impact within a growing business, we''d love to hear from you.