CRM Consultant

Job Title: CRM Consultant (6-Month Fixed Term Contract)

Department: Data and Business Transformation

Reporting to: Head of Data and Business Transformation

Location: Head Office, 4 days per week on site

Travel: Possible occasional travel, UK only

The role:

The key focus will be leading a 6-month transformation programme across both our Marketing (to be decided) and Sales CRM (SugarCRM). This role will own the end-to-end process — from requirements gathering and CRM selection for Marketing, through to creation of briefing docs, liaising with technical teams, training, rollout and adoption.

You will work closely with the Head of Business Transformation, Sales teams, Marketing teams, and technical teams (both for our ERP and CRM) to deeply understand how the business operates, and how this relates to the CRM. You will play a key role in designing CRM solutions that genuinely solve pain points, support teams, and drive business performance.

Main Job Responsibilities:

CRM Strategy & Requirements

• Understand – at a deep level – how our business works. Knowing how our sales team operates, and what we want to achieve with our marketing activities is crucial to the success of these projects.
• Use your experience and knowledge, paired with an understanding of our business, to guide the business on the most effective set up for our marketing and sales processes within CRM
• Lead detailed requirements gathering by working closely with our UK and EU sales, marketing, and operational teams.
• Map existing processes, pain points, and improvement opportunities (with CRM) across the customer lifecycle.
• Deliver clear briefing and solutions documentation – working closely with the technical delivery teams – ensuring that new functionality is easy to use and meets our needs.
• Deliver training and technical documentation & ensuring that there is widespread adoption and usage of the Sales CRM functionality, and Marketing CRM.
• Evaluate shortlisted Marketing CRM and provide expert guidance on selection.

Project Management & Delivery

• Own the full delivery plan for the Marketing CRM implementation — from vendor selection to go-live.
• Oversee the briefing, specification, development, testing, training, and rollout of new functionality in SugarCRM.
• Create clear functional specifications, user stories, and documentation for technical partners and developers.
• Coordinate with internal and external technical teams – across ERP and CRM.

Change Management & Adoption

• Lead stakeholder engagement across all sales and marketing teams.
• Develop and execute communication plans to support rollout and adoption.
• Design and deliver training (sessions & videos) for all users.
• Monitor adoption and usage, taking action to ensure long-term success.

QA

• Ensure that data is correctly being displayed on CRM from our ERP system, and any calculated fields are working as expected
• Conduct UAT (User Acceptance Testing) to ensure correct delivery from our technical partners.

Skills Required:

Experience

• Proven experience delivering CRM projects end-to-end in B2B, non-subscription, product-focused businesses (e.g., distribution, wholesale, manufacturing).
• Hands-on experience with Marketing and/or Sales CRM platforms — ideally including HubSpot, SugarCRM, or similar mid-enterprise CRMs.
• Background in requirements gathering, process mapping, stakeholder interviews, and translating business needs into clear functional specs.
• Demonstrable change-management experience — able to influence, engage, and train teams with varied technical abilities.

Skills & Competencies

• Proven project management skills with the ability to plan, prioritise, and keep multiple workstreams on track.
• Excellent communication and facilitation skills, comfortable working with senior stakeholders and frontline teams.
• Ability to challenge assumptions constructively and propose pragmatic solutions.
• Strong understanding of CRM integrations, data flows, and working with middleware/automation tools (e.g., Workato).
• Detail-oriented with a focus on quality, documentation, and measurable outcomes.
• Confident creating user journeys, process documentation, and training materials.