CRM Manager (Internal Applications Only)

Role: CRM Manager

Location: UK, London

Job type: Full time, permanent – hybrid

This position offers a hybrid work model, allowing flexibility between working from home and our office. Typically, employees are expected to work 2 days in the office per week.

Why QS?

At QS, we believe that work should empower you. That’s why we foster a flexible working environment that encourages every employee to own their career whilst flourishing personally and professionally.

Our commitment to people development is recognised globally: QS is a Gold-accredited Investors in People organisation, placing us among the top 28% of workplaces worldwide. Our company values underpin everything we do – we collaborate, respect and support each other.

It’s our mission to empower motivated people around the world to fulfil their potential through higher education, ensuring that everyone has access to opportunities that change lives.

Our diversity makes us stronger. By sharing our experiences, we learn from one another and achieve more together, driving progress across the sector.

At QS, you’ll be responsible for implementing real change in the international higher education landscape. You’ll take on meaningful challenges that see a positive impact across the business and the wider sector.

We’re confident you’ll feel right at home here. QS was named as one of Newsweek’s Top 100 Most Loved Workplaces® in the UK (October 2023), recognising the respect, trust and appreciation that drive our culture every day.

QS University Services

Universities partner with QS University Services to support a range of strategic objectives, including:

Increasing student enrolment volumes

Improving conversion rates across the student journey

Enhancing the pre-enrolment experience and overall student satisfaction

Expanding reach and diversifying recruitment across priority markets

QS delivers a white-labelled, end-to-end conversion service, combining personalised 1:1 engagement with scaled, data-driven marketing activity. Within this model:

Student Success teams deliver personalised, one-to-one engagement at key decision points

Digital Outreach is responsible for all one-to-many communications, including campaigns, automation, and digital engagement at scale

Both teams depend on a single, reliable data foundation to do this well. Today, that foundation — our HubSpot CRM platform, and the data operations that sit around it — carries risk that has not yet been consolidated under one accountable owner, and tolerance for manual handling and error needs to reduce as the business scales.

As part of a broader transformation, QS is evolving its CRM and data operations capability to become a proactive, governed, and outcomes-focused function. The ambition is to give Student Success and Digital Outreach a platform they can rely on without question, so that both teams can focus on what they do best rather than on data risk.

The CRM Manager will play a central role in this transformation. Their first priority will be to define and deliver a clear plan to stabilise, govern and optimise our HubSpot data foundations, ensuring the platform is positioned to support improved engagement, conversion and enrolment outcomes.

As a CRM Manager, this is what you’ll be doing:

The CRM Manager owns platform governance and data operations for our HubSpot CRM, acting as the single point of accountability for how data, operations and platform work intersect. This role exists to close a real gap: today, data operations knowledge and risk sit informally across individuals rather than with one accountable owner.

The CRM Manager takes on that accountability directly — owning the platform, coordinating the teams that depend on it, and reducing the business's tolerance for manual handling and error as we scale.

Role responsibilities

Own HubSpot platform governance end-to-end, including data model design, workflow management and data integrity.

Lead cross-team coordination between Tech, Operations, Reporting and Data for all HubSpot-related work, ensuring changes are planned and communicated with relevant stakeholders.

Manage day-to-day HubSpot administration and issue resolution, acting as the first and final point of escalation for platform problems.

Lead change management, adoption and enablement for HubSpot across the business — training, documentation and rollout of new workflows or features.

Set and maintain data ingestion standards and HubSpot data workflows, reducing manual handling and the risk that comes with it.

Own reconciliation workflows and QA processes, catching data issues before they reach downstream teams or client-facing reporting.

Define, own and evolve the to-be operating model for the data ingestion function, ensuring it is fit for purpose for HubSpot and aligned to wider business and operational needs.

Act as the practical link between teams that depend on clean, reliable data — effectively, everyone the CRM touches — and the platform itself.

Work with Business Analysts and the Head of Product to design and implement platform improvements to support the achievement of business objectives.

Work with Business Analysts to map data use cases and align data ingestion processes to support downstream processes .

Any other duties that fall within the purpose and scope of the role.

Key skills and experience

Significant experience in CRM, data operations, or platform management, including strong experience managing a team or function with direct accountability for outcomes

Degree in a numerate or technical discipline (e.g. data, computer science, business information systems), or equivalent demonstrable experience

Background in a sector with complex, high-volume data operations — higher education, EdTech, SaaS, or another regulated/data-governance-sensitive industry

Deep understanding of complex data structures and use cases, and how they map onto CRM platforms in practice.

Strong track record in workflow and data-model design

Exceptional attention to detail and problem-solving capability — comfortable being the person who catches what others miss.

Practical CRM expertise, specifically an understanding of how data, operations and platform decisions intersect, rather than purely technical or purely operational experience in isolation.

Experience leading or coordinating a team, with the judgement to manage risk and escalate appropriately

Comfortable operating as a single point of accountability — confident making and owning platform decisions that affect multiple teams.

HubSpot experience specifically is a strong advantage, though not a strict requirement if the underlying data/CRM platform expertise is deep.

Personal attributes

Innate sense of risk — instinctively cautious, quick to spot where a decision now could cause disproportionate harm later

Proactive, solutions-oriented, and outcomes-driven

Data-led, with a focus on measurable impact

Collaborative, with the ability to work cross-functionally and globally

Adaptable and comfortable leading through transformation

Curious, engaged and eager to learn

Professional, reliable and culturally aware

So, who are we and what do we do?

QS is the world leader in higher education services, analytics, insights and intelligence. From consultancy to student mobility, academic partnerships to branding solutions, our services power both institutional and individual success.

We’re behind the world’s most widely read university rankings. With an 85% share of all Google searches for university rankings, the QS World University Rankings® reach hundreds of millions, shaping decisions and guiding futures.

Since launching in 1990, our impact and influence have only grown. Today, we work with more than 2,000 of the world’s leading higher education institutions, over 12,000 employers, and governments seeking change and socioeconomic development through higher education –