CRM Solution Lead | London, UK

CRM Solution Lead

About the Opportunity

• Job Type: Permanent
• Application Deadline: 02 May 2025
• Title: Solution Lead – CRM Technology
• Department: ISS Delivery – Systems Analysis Sub-chapter
• Location: London
• Reports To: Systems Analysis sub-chapter Lead

About Fidelity International

Fidelity International offers investment solutions and services and retirement expertise to more than 2.56 million customers globally. As a privately-held, purpose-driven company with a 50-year heritage, we think generationally and invest for the long term. Operating in more than 25 locations and with $783.6 billion in total assets, our clients range from central banks, sovereign wealth funds, large corporates, financial institutions, insurers and wealth managers, to private individuals.

Our Global Platform Solutions business provides individuals, advisers and employers with access to investment choices, third-party solutions, administration services, and pension guidance. We invest $567 billion on behalf of our clients. We are committed to an inclusive culture, encouraging applications from diverse backgrounds, and are disability-friendly.

We promote flexible working, called \”dynamic working,\” allowing employees to work where and when it suits best.

Learn more at careers.fidelityinternational.com/about-us.

Our Values

• Integrity: Doing the right thing, every time, and putting the client first
• Trust: Empowering each other to take initiative and make good decisions

Our Behaviours

• Brave: Challenge the status quo, be accountable, and speak up
• Bold: Act with conviction, encourage diverse thinking, keep things simple
• Curious: Learn and innovate, encourage fresh thinking
• Compassionate: Show empathy and care for colleagues, clients, and the community

Department Description

The role is within the ISS Delivery team, focusing on scoping and implementing CRM technology solutions to support Fidelity\’s global distribution and client proposition teams. It involves working closely with stakeholders to assess needs, define solutions, and oversee development and implementation.

Purpose of the Role

This role helps implement strategic CRM solutions, supporting sales, service, product, and marketing. It involves solution design, business analysis, stakeholder engagement, and project management, primarily on Salesforce and related technologies.

Key Responsibilities

1. Project Execution: Facilitate, gather requirements, manage timelines, and communicate solutions.
2. Requirements Planning and Management: Define scope, ensure stakeholder understanding, identify issues, and propose solutions.
3. Requirements Analysis and Documentation: Engage with business, create documentation, deliver presentations, and ensure requirements are up-to-date.

Experience and Qualifications

• Experience with Salesforce customization and broad client technologies
• Knowledge of CRM, marketing automation, content management, and related integrations
• Strong requirements analysis, project management, and communication skills
• Understanding of workflows and service processes

Additional Information

This position is regulated by FCA/PRA and requires compliance with their rules, including COCON. Training is provided.

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