As CRM Manager at Switch2, you will play a pivotal role in transforming our CRM system into the central hub for managing client relationships. Collaborating closely with Sales, Client Account Management, Marketing, and Finance, you will ensure the CRM system supports our strategic growth in the clean energy sector—particularly within heat networks, a rapidly expanding area expected to grow from 2% to 20% of UK heat delivery over the next two decades. To support this growth, the Sales Director has identified the need for a significant shift in how we utilise our CRM system. This role is ideal for a strategic thinker with a strong background in CRM marketing, customer lifecycle management, and data-driven decision-making. Key Responsibilities: Strategic CRM Development Conduct a comprehensive audit of the current CRM system to identify gaps and recommend improvements. Design and implement CRM strategies to enhance customer acquisition, retention, and growth. Increase product/service conversion rates by 10%. Reduce lead time from quote to order. Improve forecasting accuracy for order placement. CRM Expansion & Advocacy Extend CRM functionality to support the full client lifecycle. Act as a CRM ambassador—educating teams, promoting best practices, and driving adoption. Implement a client-facing ticketing system using CRM case management workflows. Collaboration & Data Excellence Partner with cross-functional teams to optimise customer experience. Review CRM structure and data inputs to meet stakeholder needs. Establish and maintain high standards for data quality and reporting. Process & Reporting Lead process improvement initiatives with input from all CRM user groups. Analyse and document processes to maximise CRM value. Ensure documentation aligns with industry best practices. Develop reports to support business functions and provide actionable insights. Deliver best-in-class sales management reporting. Vendor & System Management Manage user access, permissions, and training. Integrate external data sources (e.g., Hubspot, government data). Provide administrative support to the sales team. Maintain a strong relationship with the CRM vendor to leverage new features, including AI capabilities. Requirements: Minimum 5 years’ experience in CRM marketing and customer lifecycle management. Proven success in CRM strategy, compliance, and campaign execution. Experience with Workbooks CRM (preferred). Strong attention to detail and ability to manage multiple tasks. Skilled in process mapping and stakeholder engagement. Excellent communication and interpersonal skills. Proficiency in MS Office (Word, PowerPoint, Excel, Outlook). Fluent in English. Commercial sector experience (preferred). Comfortable using collaboration tools (e.g., Lucidchart, Microsoft Teams). Switch2 Energy is an equal opportunities employer.