Job title: CRM Manager
Contract type: Fixed term contract until 29 October 2027 (Maternity cover)
Location: Manchester
Salary: £54,300 to £60,700
Working arrangements: Hybrid working - 2 days a week in office

Are you driven to lead people and improve customer journeys through effective use of CRM and data?

As our CRM Manager you will be leading the implementation of new technology and feature enhancements within Microsoft Dynamics CRM and related platforms to strengthen end-to-end sales, marketing and service processes. You will play a key role in shaping how sales, marketing and customer services teams work together, using data and digital tools to improve customer experience at scale. This is a hands‑on leadership role where you will own and deliver the Commercial CRM roadmap, helping AQA attract, engage, retain and support customers as we move through significant organisational change, including Qualifications Reform. You will work closely with teams across Sales, Marketing, Customer Services, Product and Technology to improve end‑to‑end customer journeys. Your work will help colleagues make better decisions using accurate data, while ensuring customers receive a consistent and positive experience at every touchpoint.

Key responsibilities

In this role, you will be responsible for:

• Leading delivery of the Commercial CRM roadmap, including improvements to Microsoft Dynamics CRM and connected platforms that strengthen customer journeys end to end
• Supporting with the delivery and design of a new Customer Data Platform which is key to our data strategy
• Managing and developing a small team of CRM and journey specialists, setting clear priorities and enabling them to work effectively across the organisation
• Working with stakeholders and technical partners to design, test and embed CRM, data and marketing automation changes that are fully adopted in practice

What we are looking for

You will thrive in this role if you:

• Have experience using Microsoft Dynamics CRM in a sales and marketing context, with a focus on improving customer outcomes
• Are confident working with data and insight to inform decision making and close gaps in data quality
• Can lead and support others, creating a positive, people‑first environment where learning and collaboration are encouraged
• Are comfortable influencing and working with a wide range of stakeholders up to director level
• Have experience managing change and supporting teams through new ways of working

This role offers you the chance to:

• Lead meaningful change that improves how AQA supports schools, teachers and learners
• Shape and deliver a CRM roadmap that has visibility and impact across the organisation
• Develop your leadership capability while managing a skilled specialist team
• Gain broad exposure by working with a wide range of professional and technical experts
• Be part of an organisation with a clear public purpose and commitment to improving education

Diversity and inclusion

At AQA, we are committed to fostering a workplace that celebrates diversity and promotes equity and inclusion. We believe that a diverse team brings richer perspectives and drives better outcomes. Our ED&I strategy ensures that everyone-regardless of religion, ethnicity, gender identity or expression, age, disability, sexual orientation, or background-is valued, respected, and empowered to thrive. We actively promote inclusive language, avoid stereotypes, and strive for representation across all dimensions of diversity. We welcome applications from individuals of all backgrounds and lived experiences.

Application process

• To apply, please submit your CV and a cover letter outlining your suitability for the role by 23.59 on Sunday 26 April.

• First stage interviews will take place remotely on the week of 04 May, second stage interviews will take place in our Manchester office on 14 May.

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