Senior CRM Manager

Would you like to help enrich the lives of learners around the world? At RM, we’ve been pioneers of education technology since 1973. We provide technology and resources to the education sector, supporting over 10 million students worldwide. We work with over 28,000 schools, nurseries, and education trusts in 115 countries to deliver customer-centric solutions that improve education outcomes. What we do helps learners at all stages of their lives, from preschool to higher education and professional qualification; we partner with schools, examination boards, central governments and other professional institutions to enrich the lives of learners.

RM Group operates through three businesses: Technology (Managed Services, Software and Infrastructure for Schools), Assessment (Software and Services) and TTS (Educational Resources). Within the assessment market we are experts in providing solutions for online exam testing and marking and the management and analysis of educational data. We work with government ministries, exam boards and professional awarding bodies for high stakes assessment such as GCSEs, A Levels, and professional qualifications. Each year, our software is used globally to conduct hundreds of thousands of on-screen tests and to mark millions of paper-based scripts. For over a decade we have been partnering with the world’s leading awarding bodies to deliver intuitive, secure, and reliable e-marking solutions.

Role Overview

We’re looking for a strategic and hands-on CRM leader to own and optimise our use of the HubSpot CRM, driving improvements across the full customer lifecycle—from lead generation through to retention and upsell. Reporting into the Head of Marketing, you’ll work closely with Digital Marketing, Product Marketing, and Sales teams to create intelligent workflows, automate campaign delivery, and ensure seamless CRM integration across our go-to-market engine. This role requires both technical aptitude and strong communication skills—you’ll design and manage complex CRM workflows, then translate performance and recommendations into clear actions for stakeholders across the business. This role operates Globally for the Assessment business.

Responsibilities

• Own and manage the HubSpot CRM system across RM Assessment, ensuring data integrity, segmentation accuracy and platform optimisation.
• Develop and maintain lead scoring models and lifecycle stage definitions to enhance targeting and nurture journeys.
• Identify and deliver improvements across customer touchpoints to enhance the user journey and drive conversion.
• Work with Sales and Marketing managers to enrich and extend our prospect data and get that into HubSpot in a usable and up-to-date format.
• Work with the Company DPO to ensure permissions are managed effectively and regarding all relevant laws and regulations.
• Collaborate with Digital and Product Marketing Managers to implement and optimise email marketing and automation workflows.
• Support lead generation and nurture campaigns through intelligent segmentation, personalisation and performance tracking.
• Drive A/B testing, performance analysis and continuous improvement of CRM-supported campaigns.
• Define, document and maintain the Assessment end to end Sales funnel processes and pipeline methodology.
• Define and build the reporting to support good pipeline management and compliance.
• Work closely with all the relevant teams to streamline lead handover, improve pipeline visibility, and support conversion through sales and marketing workflows.
• Maintain accurate contact and opportunity data to support Sales reporting and forecasting.

Customer Retention & Upsell

• Develop automated programs that support onboarding, customer engagement, renewal, and upselling opportunities.
• Create campaigns that drive customer lifetime value, focusing on adoption, satisfaction, and long-term retention.

Technical Execution, Training & Support

• Design, implement and document CRM workflows, dashboards, and reports—ensuring they are scalable and easy to understand by non-technical stakeholders.
• Lead CRM user training, onboarding and documentation to ensure effective use across marketing, sales and customer teams.
• Manage user access, permissions, and support day-to-day queries from CRM users across the business.
• Oversee data input processes, perform regular data cleansing and enrichment activities to maintain CRM accuracy and reliability.
• Stay current with CRM trends and best practices to continuously improve functionality and effectiveness.
• Work with the wider marketing and sales teams to identify opportunities for CRM process improvements and automation.

Experience Key Skills & Experience

• Minimum 3 years’ experience in a HubSpot CRM-focused role within a B2B or SaaS environment.
• Proven expertise in HubSpot CRM, including workflow automation, segmentation and reporting.
• Strong understanding of lead lifecycle management, sales funnels, and marketing automation principles.
• Comfortable translating technical CRM concepts into actionable business insights for commercial stakeholders.
• Experience working in cross-functional teams, ideally with Product, Digital, and Sales functions.
• Analytical mindset with strong attention to detail and a proactive approach to problem-solving.

Requirements

• Commercial acumen - Ability to understand business models and how our business makes profit.
• Resilience and a Self-starter – role holder will need to be proactive.
• Strong communication skills and ability to communicate well to colleagues in different levels of the organization.
• The ability to persuade and convince others of the benefits of the strategy and importance of working in the ways defined.
• Passionate about CRM and selling the benefits to our internal stakeholders and users.
• Certificates from HubSpot Academy and RevOps experience would be helpful.
• Understanding and experience of Sales Enablement and using other Marketing and Sales Software.
• Experience in business digital transformation projects, stakeholder management, non-prince2 project management.
• 3 years or more working in the Technology or SaaS industry.
• Previous experience working in solutions for HubSpot ecosystem partners.

What’s in it for you?

At RM we have My Work Blend @RM which provides office-based colleagues with multi location and hybrid working options. As well as your office base, you can spend a proportion of your time working at other locations that suit your role and your life, including home, other offices, customer sites, distribution centres or on the move. We encourage you to discuss arrangements for this role with your potential line manager during the recruitment process.

RM is committed to safeguarding and promoting the welfare of children and expects all permanent and temporary staff to share this commitment. This role is exempt from the Rehabilitation of Offenders Act 1974 and all successful candidates will be subject to Disclosure and Barring Service (DBS) checks along with other relevant employment checks.

As well as a competitive salary and our core benefits package which includes private medical healthcare, life assurance and a Group Personal Pension Plan with higher contribution levels available, some roles are also eligible for a performance-related bonus. There are lots of voluntary benefits too. You could buy additional annual leave, join our dental plan, sign up for a health assessment, or take part in our cycle to work scheme. You could even earn yourself an extra bonus for successfully recommending a friend or family member for a position within RM.

To better reflect the society that we serve, we’re committed to building a diverse workforce and creating an inclusive and welcoming environment for all. To achieve this, we create teams of talented people from different backgrounds and experiences and strive to be a business where our people can bring their whole selves to work, we also want to make the recruitment process as inclusive as possible for everyone. Should you require additional support with your application or through the interview process, please contact us at recruitment@rm.com. Unfortunately, we are unable to offer visa sponsorship for this role.