CRM Account Manager

CRM Account Manager/Specialist Role

At STM we work as one team and we are united by our company values: with curiosity, with agility, with a smile.

The CRM Manager at STM Agency plays vital role in how we manage, optimise and activate data to support marketing performance for our B2B and B2C clients. Acting as the agency’s HubSpot advocate and CRM guardian, you will lead the charge in delivering impactful, insight-driven communications that support acquisition, retention and campaign effectiveness.

As part of this role, you will oversee the management of client CRM systems – primarily HubSpot and also systems like DotDigital and Mailchimp – ensuring data is clean, segmented, and well-organised. You’ll be responsible for overseeing the setup of automated workflows, managing the delivery of email campaigns (including fuel pricing and service comms for Certas, ad hoc requirements for Harlech, Sykes and other clients), and driving consistent reporting and insights across email and SMS channels. Working closely with developers, strategists, client services and content teams, you'll ensure communications are effectively built, tested, deployed and evaluated – including monthly dashboard reviews and weekly performance checks on automated campaigns and monthly reporting documentation.

You’ll need to be confident in understanding customer behaviour and interpreting data trends to identify drop-off points and optimisation opportunities in email workflows. You'll also lead the way in building and reporting on sales and marketing pipelines, ensuring CRM activity is closely aligned with campaign strategy and content plans.

The CRM Manager will play a key part in bridging data insights with creative and content execution, helping to train and support teams to get the most from HubSpot and other platforms.

Key Responsibilities:

• Manage and maintain CRM systems (primarily HubSpot), ensuring clean, segmented and accurate data.
• Set up, automate and optimise email and SMS workflows across client campaigns.
• Working alongside client services, develop and manage CRM briefs and collaborate with developers to deploy communications.
• Track, report and present on email performance metrics using data from platforms such as HubSpot and DotDigital.
• Provide monthly and weekly performance reports, including analysis of automated campaign performance.
• Act as a CRM advocate within the agency, supporting team training and process improvement.
• Work with internal client services, strategy, content and creative teams to align CRM outputs with broader marketing goals.
• Ensure data privacy and compliance are maintained across all CRM activity.

Required Skills and Experience:

• Proven experience working with HubSpot (certification desirable).
• Strong understanding of data management, CRM workflows, and campaign automation.
• Confident in interpreting marketing data and delivering clear reports with insights.
• Experience with email marketing platforms (e.g. DotDigital, Mailchimp) and CRM integrations.
• Excellent communication and collaboration skills.
• Strong attention to detail, with a structured and proactive working style.

As a person you will be:

• Inquisitive
• Personable & approachable
• Driven and self-motivated
• Proactive
• Adaptable
• Organised
• Accountable and honest

Day to day your role will include:

• Serving as the primary point of contact and owner on specific, retained projects
• Collaborating with internal teams to ensure project success
• Contributing to the creation of briefs and project timelines
• Contributing to the development of strategic plans, aligned with client goals.
• Offering insights and recommendations to strategic discussions & planning
• Demonstrating knowledge and pro-activity in your area of expertise and how it can be applied to our client set
• Participating in project reviews to understand quality standards that need to be adhered to at all times
• Contributing to ensuring client expectations are met

Your success will be measured by:

• Demonstrable expression of the values: with curiosity, with agility, with a smile
• Adherence to company policies and appropriate use of company software and tools
• Meeting and exceeding your contribution to objectives set out annually –for agency, department, team and personally
• Scales of competency and how you perform in all areas of your role: basic, capable, accomplished
• Client satisfaction scores
• Team feedback – both locally and across the agency