Lead CRM Consultant

Job Description

Responsibilities

• Lead the execution of complex CRM projects, ensuring alignment with client objectives and adherence to timelines and budgets
• Scope bespoke and complex CRM solutions that go beyond Braze, considering the client’s entire tech stack, and oversee end-to-end implementation
• Provide technical oversight on CRM implementations, migrations, and integrations, acting as the go-to expert for resolving challenges
• Conduct comprehensive audits of client CRM systems, particularly Braze and associated tech stacks, to identify opportunities for optimisation and improvement

Pre-Sales and Client Engagement

• Support pre-sales activities by participating in client pitches and leading discussions on technical solutions and strategic approaches
• Design and facilitate interactive client workshops to align on goals, requirements, and CRM strategies
• Act as a trusted advisor during client engagements, providing insights and demonstrating the value of advanced CRM features and capabilities

Leadership Through Influence

• Build strong relationships with clients, peers, and cross-functional teams, creating an environment of trust and collaboration
• Drive alignment across stakeholders, using influence rather than authority to motivate and guide teams toward shared goals
• Act as a role model for team members, fostering a culture of open communication, mutual respect, and continuous learning

Mentorship, Line Management & Collaboration

• Take on line manager responsibilities: regular one-to-ones, clear objectives, and ongoing support for performance and professional development
• Provide constructive feedback and make sure direct reports have the tools, training, and support they need to succeed
• Mentor and guide CRM team members on complex projects, technical challenges, and client engagements
• Act as a point of escalation for CRM team members, helping resolve issues before involving the CRM Team Lead
• Work closely with Strategy, CRM Developers, Data & Engineering, and other teams to ensure seamless execution of CRM strategies

CRM Strategy Execution

• Translate CRM strategies defined by the CRM Team Lead into actionable roadmaps and deliverables for the team
• Oversee the design and optimisation of customer journeys, ensuring campaigns are data-driven, personalised, and impactful
• Maintain deep expertise in Braze, including advanced and newly released features, and apply them to elevate client outcomes
• Collaborate with the team to generate innovative ideas and develop long-term CRM roadmaps tailored to client needs

Governance & Quality Assurance

• Uphold high-quality standards across all CRM deliverables, including QA, testing, and documentation
• Contribute to best practices, templates, and frameworks that improve team efficiency

Data Insights & Optimisation

• Analyse campaign performance metrics and customer data to identify trends and opportunities for optimisation
• Provide actionable insights to the CRM team and clients, driving continuous improvement

What Makes You a Great Fit

Experience

• 6+ years of experience in CRM consulting, implementation, and optimisation, with a proven track record in platforms like Braze, Salesforce, or HubSpot
• Experience leading CRM projects and working directly with clients to deliver measurable outcomes
• Previous people management experience (line managing or mentoring Senior CRM Consultants or equivalent roles) preferred

Leadership & Mentorship

• Proven ability to lead through influence and relationships, fostering collaboration and alignment across diverse stakeholders
• Strong people management skills, including performance reviews, setting development goals, and managing workloads effectively
• Skilled in coaching and developing team members to reach their potential

Technical Expertise

• Advanced understanding of CRM platforms, particularly Braze, including advanced and newly released features
• Expertise in scoping and implementing complex, bespoke CRM solutions that integrate with broader marketing tech stacks
• Familiarity with marketing technology stacks and system integration
• Ability to audit CRM systems and provide actionable recommendations to optimise performance and alignment with business goals

Pre-Sales & Workshop Skills

• Proven ability to participate in pre-sales activities, lead client pitches, and articulate technical and strategic solutions effectively
• Experience leading interactive client workshops to align goals and collaboratively shape CRM strategies

Communication Skills

• Excellent written and verbal communication skills, with the ability to explain complex technical concepts to non-technical audiences
• Strong client-facing skills, with experience building and maintaining client relationships

Organisational Skills

• Demonstrated ability to manage multiple projects at once, maintaining high standards of quality and meeting deadlines

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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