CRM Manager

Overview:

This role is critical as we continue to scale and embed our new SalesHub platform. Sitting within the Group Digital Marketing team, the CRM Manager will play a key role in operationalizing the CRM and SalesHub, ensuring that contacts, company, deals and property data is accurate, connected, and actionable across the business.

Working closely with the Leasing teams, IT data owners, and other business stakeholders, this role will manage CRM data processes, oversee data flows into HubSpot, deliver insights and reporting, and maintain a prioritized backlog of CRM and SalesHub enhancements to drive continuous improvement.

The ideal candidate will bring strong data management and analytical skills, experience with CRM platforms, and a proactive approach to operational efficiency. They will help translate business needs into system solutions, support user adoption, and ensure the CRM becomes a trusted source of truth for sales performance and customer engagement.

Main Duties & Responsibilities:

CRM & SalesHub Management

• Support the day-to-day operation, maintenance, and optimization of the CRM and SalesHub platforms (HubSpot).
• Manage user access, configuration, and system settings to ensure smooth operation and data integrity.
• Work with the Group Digital Marketing team to ensure the CRM supports lead management, customer engagement, and reporting needs.
• Coordinate testing, documentation, and rollout of new CRM functionality or process improvements.

Data Management & Governance

• Oversee the quality, accuracy, and completeness of contacts, company, deals & property master data within HubSpot.
• Develop and implement processes to maintain data hygiene, standardization, and deduplication.
• Partner with IT data owners to ensure data integrations and flows between systems are reliable, secure, and accurately represented in the CRM.
• Support data audits and resolve discrepancies to maintain a single source of truth.

Reporting & Insights

• Develop and maintain regular dashboards and reports for Leasing and business stakeholders to track performance, pipeline, and platform health & adoption metrics.
• Analyze CRM data to identify trends, opportunities, and process improvements.
• Deliver actionable insights to support decision-making across Leasing, Marketing, and leadership teams.
• Support ad-hoc reporting and data requests as required.

Enhancement Backlog & Continuous Improvement

• Manage and prioritize the CRM/SalesHub enhancement backlog in collaboration with business stakeholders.
• Capture business requirements, translate them into technical briefs, and work with IT or external partners to implement solutions.
• Champion best practices for CRM usage, automation, and reporting across the organization.

Collaboration & Stakeholder Engagement

• Work closely with Leasing, IT, and Group Digital Marketing to align CRM functionality with business processes.
• Support end-users through training, troubleshooting, and guidance on best practices.
• Act as a key liaison between business teams and technical stakeholders to ensure CRM developments meet operational needs.
• Promote data-driven decision-making and foster adoption of the SalesHub platform.

• 2-3 years' experience in a CRM Manager, CRM Operations, or Data-focused role
• Hands-on experience managing and maintaining CRM platforms (HubSpot would be good, but Salesforce or similar CRM experience will be considered).
• Strong understanding of data management, segmentation, and governance principles.
• Proven ability to build and manage audience segments for reporting, targeting, or workflows.
• Proficiency in data analysis and reporting, using CRM and analytics tools (Dashboard creation is a bonus).
• Experience working with cross-functional teams (Sales, Marketing, IT, and Operations) to translate business needs into CRM solutions. (Global or regional (APAC) business environment, managing multi-market data would be a plus)
• Demonstrated experience coordinating and prioritizing system enhancement backlogs or CRM improvement projects.