Customer Journey Manager (CRM)

Location: Manchester, United Kingdom; hybrid working with a minimum of 2 days a week in the office

Salary: £42,500–£51,000 per year

Company

hirify.global is a leading UK exam board and education charity delivering academic qualifications and support for schools, educators, and learners.

What you will do

• Design, build, and manage automated, multi-channel CRM journeys across awareness, onboarding, lead nurture, and in-life service stages.
• Translate journey designs into automated email, SMS, and Sales/Service alert campaigns and workflows.
• Collaborate with Marketing, Product, Sales, Service, and Functional Specialists to embed CRM-driven actions and align customer and operational needs.
• Define, track, and report on journey success metrics, customer experience performance, trends, and improvement opportunities.
• Identify journey pain points and bottlenecks, then refine and A/B test experiences using customer feedback, qualitative and quantitative insights, and business objectives.
• Manage journey mapping tools and customer experience platforms while supporting data integration across customer touchpoints.

Requirements

• Strong experience with CRM automated campaign management and journey automation using Dynamics, HubSpot, Salesforce, or a similar platform.
• Experience working cross-functionally with Sales, Marketing, and Service to embed CRM-driven workflows into daily practice.
• Strong background in visual design, process mapping, and journey mapping software such as Figma.
• Experience partnering with Functional Specialists to translate business requirements into practical CRM journeys.
• Strong stakeholder management, written and verbal communication, and presentation skills, including presenting to senior leadership and facilitating discussions across diverse teams.
• Core project management skills, including managing multiple priorities and driving initiatives forward.
• Strong analytical mindset with confidence working with KPIs and optimisation.
• Curiosity, an experimental approach, and a drive for continuous improvement.
• Familiarity with customer journey analytics tools and lifecycle marketing strategies.

Culture & Benefits

• 35-hour working week with flexible hybrid working.
• Pension with up to a combined contribution of 18.5%.
• 25 days of annual leave plus additional office closure days at the end of December.
• Private Medical Insurance, Health Cash Reward Plan, Life Assurance, and an extensive Employee Assistance Programme.
• Professional development and growth opportunities, plus staff networks including Empowering Women, LGBTQ+, Disability, Parents and Carers, InterFaith, and Neurodiversity.
• Inclusive workplace focused on customer-centred collaboration and continuous improvement.

Hiring process

• Submit a recent CV and a cover letter outlining suitability for the role.
• Applications close at 23:59 on Sunday 16 November 2026.
• Interviews will be held in the Manchester office during the week beginning 23 November 2026.