CRM Platform Manager

Full time, permanent position £34,839 per annum. At the Eden Project, we have a rewarding opportunity for a CRM Platform Manager within the IT team. If you share our values and want to make a difference, we’d love to hear from you.

About the Team

You’ll work closely with colleagues across Ticketing, Memberships, Fundraising, Communities Commercial, Marketing, Data, and IT, forming a central part of a cross‑functional digital and data ecosystem. The team collaborates to ensure that customer, supporter, and stakeholder interactions are supported by well-designed, reliable, and scalable CRM and marketing platforms.

About the Role

As the CRM Platform Manager, you’ll own the strategic direction, governance, and continuous improvement of the organisation’s CRM platform, Microsoft Dynamics 365 (on‑premise) and the integrated Green4 Go Ticketing and E‑comms solution. We are embarking on a product review, and you’ll play a key role in shaping the product roadmap, prioritising enhancements, and working with stakeholders, data teams, and suppliers to ensure we continue to deliver a high‑quality customer experience.

What You’ll Do

• Own and deliver the CRM and Ticketing Solution, translating organisational priorities into clear, managed deliverables.
• Work with business stakeholders, data and IT teams, and external suppliers to define requirements, deliver enhancements, and optimise workflows, automations, and integrations.
• Champion platform adoption and data quality through training, documentation, stakeholder engagement, and continuous improvement.

What We’re Looking For

• Proven experience as a CRM Platform Manager, or CRM‑focused Business Analyst, with hands‑on experience configuring CRM platforms, preferably within a membership/visitor attraction environment.
• Strong understanding of CRM data models, workflows, automation, and governance, with the ability to turn business needs into effective system solutions.
• SQL qualifications/experience is required for the role, and Power BI experience would be advantageous.
• Excellent stakeholder management and communication skills, with confidence working across technical and non‑technical teams and managing competing priorities.

The closing date for applications is Sunday 31st May 2026.

Role Purpose

The CRM Platform Manager will be responsible for the ongoing administration and development of the Customer Relationship Management solution, MS Dynamics. This also includes the management of Eden’s ticketing and events platform, which is integrated into CRM. The role sits under the IT Technical Systems Manager. It works closely with various departments within the Eden Project to optimise the use of the system and provide support, guidance, and advice to users. A key part of the role is ensuring the system's functionality can be utilised effectively across the company, training staff to be aware of the full CRM and Ticketing functionality.

Key Accountabilities

• Identify and understand the differing departmental requirements across the organization for a CRM database and ensure the system is developed and designed to meet these needs.
• Manage the CRM system day to day, including creating and scripting workflow processes, audiences, permissions, and security.
• Responsible for all aspects of data management to ensure that the system meets and supports the organisation's strategic aims.
• Monitor, identify, and resolve any issues within the database with the appropriate support from IT or our host provider.
• Liaise directly with our external Supplier and Support Partner to resolve faults and deliver projects efficiently and effectively.
• Work closely with the Marketing and Sales teams to spec and build all tickets/memberships sold within the system.
• Ensure consistent and effective use and understanding of the CRM system across various departments, overseeing the internal user group to develop the system in line with user needs.
• Provide advice to colleagues on data security and be a point of contact for the DPO to ensure all ICO requirements are met.
• Interrogate data to run reports and analyses as required for internal and external reporting commitments.

Demands of the Role

The postholder will be educated to A level, NVQ Level 3, or an equivalent qualification. Microsoft Dynamics CRM certification and/or demonstrable experience is essential. SQL qualifications or equivalent practical experience are required, while experience with Power BI and Visual Studio would be advantageous. The postholder will have several years’ experience working with databases and/or CRM systems.

Decision‑making

The postholder will work to short‑term objectives and deliver project‑based enhancements to the system. The majority of decisions will be operational or tactical in nature. The role reports to the ICT Technical Systems Manager, with regular weekly updates.

People & asset management

The role carries direct and shared responsibility for the secure management of large volumes of personal data. The postholder will regularly advise colleagues on data protection and security matters and will act as a gatekeeper by setting and maintaining appropriate system permissions.

Communication & visitor experience

The nature of the role requires the postholder to engage with colleagues at all levels across the organisation to identify and understand Eden’s CRM requirements. They will maintain a direct working relationship with the external system supplier, including weekly meetings.

Operational environment

The role is principally office‑based, with occasional travel. Flexibility is essential, as tasks often must be undertaken outside operating hours.