Senior CRM Manager (Professional Services)

We are seeking a Senior CRM Manager to lead the business adoption, value realisation and continuous improvement of our CRM platform across a national professional services organisation. The role is predominantly business-facing, focused on training, user adoption, stakeholder engagement, and translating business needs into clear user stories for delivery by IT and external partners.This is not a hands-on development role and does not involve specific line management of IT or development teams. You will work closely with IT, Marketing, the Business, DevOps and third-party suppliers to shape priorities and outcomes.Key ResponsibilitiesOwn and deliver the CRM strategy and roadmap, ensuring strong engagement and measurable business value.Act as the primary business interface for CRM: partnering with Partners, Directors and central teams to understand use cases and translate them into prioritised user stories.Lead training, change and adoption programmes, driving consistent usage and best practice across the firm.Monitor adoption, data quality and benefits realisation; identify opportunities for improvement and optimisation.Oversee CRM initiatives and enhancements, working through established DevOps processes with IT and vendors.Ensure CRM data is captured, governed and used in line with GDPR and firm policies.Enable high-quality reporting and insights to support marketing, BD and leadership decision-making.Lead CRM data migration and rollout activities linked to ..... full job details .....