CRM Platform Manager

Job Description

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.

Visit our website to find out more about who we are: https://www.edenproject.com/

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

JOB DESCRIPTION

Job Title:           CRM Platform Manager

Job Family:    Business Support Services                           Job Ref:

Job Family Definition

Roles within the BSS (IT) are dedicated to managing, supporting, safeguarding, and developing Eden’s IT infrastructure, services, and data to ensure the organisation is equipped with the necessary tools and systems to progress the project forward efficiently and sustainably while minimising environmental impact.

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. This 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. This includes management reporting, monitoring and delivery of key contractual requirements, improved marketing, and other opportunities as required.

• 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. Offer advice on the best methods to maximise the system's potential and, where required, work with these teams to manage product enhancements.

• Working with specific departments or projects as required, meeting their needs, for example, the Big Lunch Program to undertake various CRM administrative tasks.

• 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. Ensure knowledge is shared amongst the wider team and organisation through practical training and communications.

• Ensure that personal data is secure and that records within the database remain accurate and are used appropriately in line with the Data Protection Act. Provide advice to colleagues on data security and be a point of contact for the DPO to ensure all ICO requirements are met. Manage permissions as the system administrator.

• Interrogate data to run reports and analyses as required for internal and external reporting commitments, evaluate impact, and contribute to marketing and promotional intelligence.

• Consult with the business to identify advancements and modifications required for the system. Project manages the development, delivery, and testing of these changes with third-party support partners.

• Provide data protection advice (GDPR) and guidance to the system users, referring them to the Data Protection Officer where appropriate.

Demands of the Role

Education & qualifications

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. 07.05.2026 Page 2 BSS015 CRM Platform Manager The postholder will have several years’ experience working with databases and/or CRM systems. As training and coaching colleagues in the effective adoption of the system is a core element of the role, previous experience in training or knowledge transfer would be advantageous.

Knowledge & skills

They will demonstrate excellent administrative skills and a high level of attention to detail, alongside outstanding customer service skills and experience of working collaboratively across teams to deliver high-quality service. The role requires strong problem-solving skills and an innovative approach, together with sound knowledge of SQL databases, including the ability to query data directly to produce advanced reports, troubleshoot issues, and identify opportunities to improve system performance.

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.

Resourcefulness

Adaptability and analytical thinking are key to this role. Within a continually evolving technical and legal environment, the postholder will be expected to use research and evidence to ensure that the CRM system is operating optimally and in compliance with relevant legal and regulatory requirements.

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. A significant element of the role involves training colleagues in the value and effective use of CRM, providing an advisory and consultative service across the organisation. The postholder will also require a strong understanding of customer booking journeys and the management of end to end booking flows.

Operational environment

The role is principally office-based, with occasional travel. Flexibility is essential, as tasks often must be undertaken outside operating hours. Also, new product launches/sales may often be conducted outside of standard hours.

Job Details

Pay Type

Salary