We exist to create positive change for people and the planet. Join us and make a difference too! Job Title: CRM Business Partner Location: Milton Keynes OR Covent Garden, London (Hybrid) About the role We are looking for a CRM Business Partner to act as the strategic link between business stakeholders and technology teams, ensuring our CRM platform delivers measurable value across BSI. This role is responsible for aligning CRM capabilities with commercial, marketing, service, and customer experience objectives, helping to drive growth, improve decision-making, and enhance the overall client journey. As a trusted advisor to senior stakeholders, you will shape the CRM roadmap, prioritise enhancements, and drive adoption across the organisation. This is a highly visible role requiring strong business partnering, strategic thinking, and change leadership. Key Responsibilities Act as the primary CRM partner to stakeholders across Sales, Marketing, Customer Service, and wider business functions. Translate business strategy into a clear CRM roadmap, aligned to commercial and customer objectives. Own and prioritise the CRM backlog, ensuring enhancements deliver maximum business value. Establish and maintain governance frameworks, including decision-making processes and change management. Gather and translate business requirements into clear system and solution designs, working closely with IT and external partners. Support testing, user acceptance, and deployment of CRM enhancements. Drive CRM adoption through training, communication, and continuous improvement initiatives. Develop best practice guidelines, user enablement materials, and scalable processes. Define and track CRM success metrics and KPIs, ensuring initiatives deliver measurable outcomes. Lead CRM reporting and dashboard strategy, enabling real-time visibility of pipeline health, forecasting, and sales performance. Partner with Sales Leadership to embed CRM into pipeline reviews and performance management. Drive improvements in data quality, reporting accuracy, and CRM hygiene across the organisation. Identify opportunities to optimise processes and enhance CRM-enabled business performance. What we’re looking for Essential Strong experience working with CRM platforms (e.g. Salesforce, Microsoft Dynamics, HubSpot or similar). Proven experience partnering with senior stakeholders and cross-functional teams. Experience building or managing CRM reporting, dashboards, and pipeline visibility. Strong ability to translate business needs into system requirements and practical solutions. Excellent analytical, problem-solving, and decision-making skills. Strong communication and stakeholder management skills, with the ability to influence without direct authority. 5–10 years’ experience in CRM, sales operations, business systems, or transformation roles. Highly desirable Experience in a matrixed or enterprise organisation. Background in Sales Operations, Revenue Operations, or Customer Experience. Experience working with external vendors or system integrators. Familiarity with Agile / Scrum or product ownership approaches. Experience with CRM integrations, analytics, and advanced reporting capabilities. Grow your career and expand your skills and knowledge. At BSI, we offer opportunities to work across industries and across the globe. You’ll benefit from the different perspectives and experiences of your international colleagues, as well as ongoing training and development. We offer flexible working, as well as 27 days’ annual leave, paid sick leave, bank holidays, health insurance, life insurance, pension plan with company contribution, car allowance (dependent on role), income protection, paid maternity leave, paid paternity leave, paid parental leave, adoption leave, compassionate leave, paid bereavement leave, learning and development opportunities, and a wide range of flexible benefits that you can tailor to suit your lifestyle We’re building an organisation that meets the challenges of tomorrow. Want to grow with us? We exist to have a positive impact. Our people influence international thinking and action on important issues. Our 86,000 customers are based in 193 countries across the globe. Now we’re taking on society’s biggest challenges. We’re developing standards and guidelines that will help our customers get to net zero, and we’re defining the way new technologies such as AI impact all our lives. We’re focused on our future – and we’re looking for people who want to grow with us as we take on the challenges of tomorrow. At BSI, you’ll find a workplace where everyone can flourish and thrive, where innovation is encouraged and where learning is part of your everyday. You’ll contribute to work that shapes industries and enhances lives – and you’ll take pride in what you do. We’re looking for passionate people who want to make a difference in a purpose-led organisation. If that sounds like you, apply now. Together, we can help create a better society and a more sustainable world. D&I Policy The world needs fresh thinking and new perspectives to tackle its biggest challenges. It’s why, at BSI, we’re committed to creating a collaborative environment where everyone can contribute. Whatever your background, experience or outlook, here you can be your best self and do your best work. If you have a disability or a health condition, please let us know if you need any reasonable adjustments to the recruitment process. LI-KD1 LI-REMOTE LI-HYBRID About Us BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives. Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments. Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs. Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world. BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.