CRM & Revenue Operations Manager (Hubspot)

Job description

About Allica Bank Allica is the UK’s fastest growing company - and the fastest-growing financial technology (Fintech) firm ever. Our purpose is to help established SMEs, one of the last major underserved opportunities in Fintech. Established SMEs are the backbone of local communities - representing over a third of our economy - yet have been largely neglected both by traditional high street banks and modern fintech providers. Department Description Allica is building out its growth function, based around talented, empowered and autonomous individuals who will be responsible for product-based customer acquisition using a combination of channels to meet objectives set across the business. You will get an opportunity to work with different teams across the business including product squads, distribution, engineers and operations to deliver on Allica’s mission of becoming the UK’s most recommended business bank. We are rare amongst banks in that our senior leadership team have backgrounds at worldleading fintech's, which shows in their active engagement in both the strategic and execution elements of our rapidly scaling organisation. Because we are working on one of the last untapped fintech opportunities, in a new team it will mean that we're often working on entirely new challenges and unpicking complexity as we move along. No two days are ever the same. Role Description We are seeking a CRM & Revenue Operations Manager to lead the optimisation and continuous improvement of HubSpot across multiple product pipelines. This is not a pure HubSpot administrator role. The successful candidate will combine strong CRM knowledge with analytical problem-solving, structured project delivery and confident stakeholder management. You will work closely with HubSpot administrators, Product, Sales, Marketing, Operations, Data, Risk, Compliance and Technology teams to ensure CRM processes are effective, scalable and well-controlled. You will be responsible for independently leading CRM projects end-to-end, managing stakeholders, improving data quality and reporting, running governance forums, challenging requirements where needed, and translating business problems into practical CRM, process, reporting, automation and data solutions. This role requires someone who is hands-on, analytical and delivery-focused, with the ability to move between strategy and execution. You should be comfortable working through ambiguity, bringing structure to complex problems and using data to drive better business decisions. Principal Accountabilities Project Delivery & Stakeholder Management - Lead complex CRM initiatives from discovery through to implementation, adoption and postlaunch review. - Manage multiple CRM projects simultaneously across different product and stakeholder groups. - Create and maintain project plans, delivery roadmaps, requirements documentation and status updates. - Translate business requirements into clear CRM process, data, reporting, automation, clear documentation and configuration requirements. Analytics, Reporting & Data Quality - Use CRM data to identify pipeline issues, process inefficiencies, adoption gaps and data quality risks. - Define and improve key CRM metrics, including pipeline conversion, stage ageing, SLA performance, ownership, activity, adoption and data completeness. - Work with Data and Reporting teams to improve management information and executive reporting. - Actively propose data-driven optimisation plans that improve pipeline performance, revenue outcomes and operational efficiency. HubSpot Product Ownership - Provide product ownership for key areas of HubSpot, including objects, properties, pipelines, lifecycle stages, workflows, permissions, views, lists, reporting and integrations. - Work closely with HubSpot administrators to ensure configuration changes are well-designed, well-tested and aligned to the CRM operating model. - Review proposed HubSpot changes for scalability, reporting impact, data quality, user experience and compliance considerations. - Ensure CRM documentation, field definitions, process maps and change records are kept up to date. CRM operational Improvement, Automation & AI Enablement - Identify opportunities to improve customer, colleague and operational journeys through better CRM processes. - Support the design of workflows, automation and handoff processes that improve efficiency while maintaining appropriate controls. - Use AI-enabled tools appropriately to accelerate analysis, documentation, summarisation, workflow design, knowledge management and stakeholder communication. - Ensure automation and AI-assisted ways of working are measurable, documented, reviewed and used in line with relevant data, security and compliance expectations. Personal Attributes & Experience - Commercially aware, with an understanding of how CRM supports growth, customer journeys and operational efficiency. - Hands-on and proactive, with a make it happen attitude. - Strong analytical and problem-solving skills, with the ability to identify patterns, root causes and opportunities from data. - Proven experience leading CRM, Revenue Operations, Sales Operations, Commercial Operations or business transformation projects in a complex organisation. - Strong project management capability, including the ability to manage multiple initiatives independently. - .Comfortable using HubSpot or a similar CRM platform to support workflows, reporting, pipeline management and operational processes. - Comfortable using AI tools responsibly to improve productivity, analysis, documentation, communication and operational effectiveness. - Strong understanding of CRM data quality, reporting definitions, pipeline management and user adoption. - Excellent stakeholder management and influencing skills, including the ability to work confidently with senior stakeholders. - Able to challenge requirements constructively and manage trade-offs between different teams. - Strong communication and documentation skills, with the ability to turn complex issues into clear recommendations. - Comfortable working in ambiguity and bringing structure to complex, cross-functional problems. Working at Allica Bank At Allica Bank we want to ensure our employees have the right tools and environment in which to succeed in their role and in support of our customers. Our employees are at the heart of everything we do, so our benefits are designed with you in mind: - Full onboarding support and continued development opportunities - Options for flexible working - Regular social activities - Pension contributions - Discretionary bonus scheme - Private health cover - Life assurance - Family friendly policies including enhanced Maternity & Paternity leave Don’t tick every box? Don’t worry if you don’t have all the skills or requirements listed on the job description. If you think you’ll be a good fit, we’d still love to hear from you! Flexible working We know the ‘9-to-5’ isn’t right for everyone. That’s why Allica Bank is fully committed to flexible and hybrid working. Please let us know what is best for you and, if we can, we will do our best to accommodate. Diversity We’re a diverse bunch here at Allica, with all kinds of experiences, backgrounds and lifestyles. Our openness and differences make us stronger, and we want everybody to feel comfortable bringing as much of themselves to work with them as they like.