CRM and Website Manager

About Us:

The Chief of Staff Association (CSA) is the largest global membership organisation for chiefs of staff, connecting influential leaders in over fifty countries. We provide a platform for collaboration, networking, and professional development, fostering a community of individuals shaping the future of leadership. 

As we continue to expand, we are seeking an ambitious and technically savvy professional to join our team as CRM and Website Manager. This role will own and develop the two core digital platforms that power the CSA's member experience: HubSpot and the CSA website. It sits at the heart of our membership growth engine, driving clean data, clear member journeys, and a continuous improvement in conversion across our digital touchpoints. You will work across internal teams to ensure every member interaction, online and in the platform, supports both retention and new membership acquisition.

CRM Management

• Own HubSpot as the single source of truth for member data, pipeline activity, and engagement history.
• Build and maintain contact records, lifecycle stages, lists, and workflows that support the membership team's day-to-day operations.
• Create and optimise automations for onboarding, renewal, re-engagement, and event follow-up sequences that keep members moving through the pipeline.
• Build and maintain sales enablement assets in HubSpot, including sequences, email templates, and outreach tools that support the membership sales process and reduce manual effort.
• Use Zapier to build and maintain integrations between HubSpot and other tools, automating data flows and reducing manual hand-offs across the team.
• Support the Member Engagement Leads by building custom views, sequences, and templates that reduce admin and improve consistency.
• Work closely with the revenue operations function to align CRM activity with membership targets, pipeline forecasting, and acquisition goals.

Website Management

• Own day-to-day management of the CSA website, keeping content current, accurate, and well-organised.
• Coordinate with the communications and product teams to publish new pages, update existing content, and reflect programme changes in a timely way.
• Monitor website performance using Google Analytics and HubSpot, reporting on traffic, behaviour, and conversion trends with a particular focus on membership sign-up funnels.
• Identify and act on improvements to the site's structure, navigation, and user experience to increase conversion from visitor to member.
• Manage technical maintenance in partnership with external developers or an agency, including updates, bug fixes, and performance monitoring.
• Support SEO and AEO activity through on-page optimisation, metadata management, and content structuring that brings qualified prospects to the site.

Data and Insight

• Audit data quality regularly and lead clean-up processes to maintain accuracy across the database.
• Manage data practices within HubSpot in line with GDPR requirements, including consent tracking, data retention, and the handling of subject access requests.
• Produce regular reports across both platforms that surface trends in member behaviour, content engagement, pipeline health, and digital performance.
• Design and manage dashboards and reports that give the team real visibility on member activity, retention risks, conversion rates, and growth opportunities.
• Flag patterns that indicate risk or opportunity, whether that is a segment showing low engagement, a drop-off in the membership funnel, or a page with high exit rates.
• Support the wider team in using data to inform decisions about sales strategy, programming, communications, and product development.
• Lead the data integration workstream, working to align and consolidate data with multiple entities into a single, coherent system.
• Map existing data structures across platforms and identify gaps, conflicts, or duplication that need resolving before or during migration.
• Work with internal teams and any external technical partners to plan and execute the integration in a way that protects data quality and minimises disruption.
• Ensure integration data is accurately migrated into HubSpot and reflected correctly across relevant workflows and lifecycle stages.
• Document the integration process clearly so the team understands what has changed, where data now lives, and how to work with it going forward.

Collaboration with Internal Teams

• Work closely with Member Engagement Leads, events, communications, and product teams to keep platforms aligned with organisational and commercial priorities.
• Act as the point of contact for any team member who needs support with HubSpot or the website.
• Train team members on HubSpot use and document processes so knowledge is shared and not siloed.
• Contribute to quarterly planning and reporting cycles with clear, actionable insight from both platforms.

What we are looking for

• Proven experience managing HubSpot at an administrator level, including workflows, properties, and reporting.
• Demonstrable experience using HubSpot to support a sales or membership acquisition process, including sequences, pipelines, and deal or contact-stage management.
• Solid experience managing a CMS-based website, ideally in a membership, professional association, or education context.
• Comfortable working with data and translating it into clear recommendations that inform commercial decisions.
• Strong attention to detail and a track record of keeping digital systems well-maintained.
• A collaborative working style and the ability to support non-technical colleagues with confidence.
• Familiarity with Google Analytics, Search Console, and AEO and SEO principles.
• An understanding of, or genuine interest in, the chief of staff role and the professional community the CSA serves.

Salary: £45,000 - £52,000 Location: London (5 days in-office) Reporting to Managing Director Membership