CRM Systems Manager

Our new Commercial Systems Manager will be responsible for defining and delivering the strategic roadmap for Defaqto's commercial systems, with a primary focus on the CRM.

This role ensures that our systems evolve in line with business needs, enabling scalable go-to-market execution and cross-functional alignment.

Who we are

Defaqto is one of the UK's most trusted sources of financial product and market intelligence. By bringing together product data, technology, and consumer insight we help everyone make smarter, more informed financial choices now, and in the future. And in doing so we hope to raise industry standards, power consumer choice, and help the industry meet evolving customer needs.

Role Overview

Acting as the voice of the user and the business, the Commercial Systems Manager translates commercial requirements into CRM system enhancements, prioritises development efforts, and manages vendor relationships to ensure value delivery

What you'll do

1. Own the CRM Strategy & Roadmap

• Partner with the Head of Commercial Operations to define and evolve the CRM strategy in line with business growth and commercial priorities.
• Develop and maintain a scalable CRM roadmap that supports sales, marketing, customer success, and operational workflows.
• Lead system architecture decisions, ensuring CRM design aligns with data integrity, usability, and long-term scalability.
• Translate business requirements into CRM capabilities, balancing strategic vision with practical execution.

2. Manage Vendor Relationships

• Act as the primary point of contact for CRM and related system vendors, managing contracts, SLAs, and ongoing performance.
• Coordinate with external partners to deliver system enhancements, resolve issues, and ensure timely support.
• Evaluate new technologies and tools that complement the CRM ecosystem and drive commercial efficiency.
• Lead procurement and renewal processes for commercial systems, ensuring value for money and alignment with business needs.

3. Enable System Adoption & Value Realisation

• Drive user adoption through training, documentation, and change management initiatives that embed CRM into daily workflows.
• Monitor system usage and data quality, identifying gaps and opportunities to improve user experience and business impact.
• Collaborate with cross-functional teams to ensure systems deliver actionable insights and support commercial decision-making.
• Champion continuous improvement, ensuring commercial systems evolve with the business and deliver measurable value.

What you'll need to succeed

Qualifications / Training

• 3+ years in a similar role or bachelor's degree in business, Information Systems, or a related field.
• Formal training or certification in CRM systems (preferably Dynamics 365), data analysis, or project management is beneficial.

Knowledge

• Deep understanding of CRM platforms (preferably Dynamics 365) and their role in commercial operations.
• Familiarity with product ownership, backlog management, and user-centred design principles.

Skills

• Strong stakeholder engagement and prioritisation skills.
• Excellent communication and documentation abilities.
• Analytical mindset with a focus on delivering business value through technology.

Experience

• Proven experience in a product ownership or CRM strategy role.
• Track record of managing system roadmaps and delivering enhancements in a commercial environment.

Approach to Work

• Strategic thinker with a user-first mindset.
• Collaborative and proactive, with a focus on continuous improvement.
• Comfortable balancing long-term vision with short-term delivery.