Customer Operations Systems Manager (CRM)

TL;DR

Customer Operations Systems Manager (CRM/Automation): Designing and optimizing the systems, tools, and automation that power member operations with an accent on scalability and member experience. Focus on building a systems roadmap, managing integrations between platforms like Zendesk and Salesforce, and leading operational transformation.

Location: Hybrid (Must be based in the UK; offices in Leicestershire or London). Fully remote work is not available.

Company

A membership service providing exclusive discounts and support to emergency services and healthcare workers.

What you will do

• Define and deliver a systems, tooling, and automation roadmap aligned with operational priorities.
• Lead the ongoing optimization of operational systems, workflows, and integrations.
• Establish governance frameworks for prioritization, testing, and change management.
• Define and track KPIs for system performance, automation, and adoption.
• Evaluate emerging technologies and tooling options for future business needs.
• Lead and develop a small team, setting priorities and building internal capabilities.

Requirements

• Experience managing operational systems or automation platforms (e.g., Zendesk, Salesforce, Intercom).
• Proven track record of defining and delivering systems or automation strategies.
• Strong understanding of operational processes and customer/member journeys.
• Experience supporting large-scale operational change or transformation in scaling environments.
• Ability to influence decisions and build alignment across senior stakeholders.
• Must be based in the UK for hybrid office attendance.

Culture & Benefits

• 25 days annual leave plus public holidays, birthday leave, and "Moments that Matter" days.
• Annual company bonus scheme linked to performance.
• Personal growth fund of £450 per year for professional development.
• Private Medical Insurance (Bupa) and Healthcare Cash Plan (Medicash).
• Hybrid working with flexible hours and modern office spaces.
• On-site gym and wellness classes (at HQ).