Group CRM Specialist

Job description As a Group CRM (Customer Relationship Management) Specialist, you will play a crucial role in managing and optimising ISP s interactions with customers, clients, and prospects via HubSpot. You will achieve this by supporting the Group and Regional colleagues with problem-solving, implementation, delivery and HubSpot training. You will support onboarding of new schools as well as supporting existing schools on the HubSpot CRM application. You will conduct regular system audits and monitor HubSpot CRM modules, processes, and functionalities to suggest optimisations and flag irregularities. You will work closely with cross-functional teams, including regional marketing, admissions, and External support agency, to ensure we manage the customer acquisition processes as well as existing customer journeys implemented in the HubSpot CRM. Begin with our children and students. Our children and students are at the heart of what we do. Simply, their success is our success. Wellbeing and safety are both essential for learners and learning. Therefore, we are consistent in identifying potential safeguarding and Health Safety issues and acting and following up on all concerns appropriately. Treat everyone with care and respect. We look after one another, embrace similarities and differences and promote the well-being of self and others. Operate effectively. We focus relentlessly on the things that are most important and will make the most difference. We apply school policies and procedures and embody the shared ideas of our community. We make financial choices carefully based on the needs of the children, students and our schools. Getting better is what drives us. We positively engage with personal and professional development and school improvement. ISP Group CRM Specialist Key Responsibilities HubSpot CRM - Onboarding and Support Support the Regional teams to onboard newly acquired schools on the ISP admissions process implemented in HubSpot. Support the day-to-day running of core ISP admissions activity within HubSpot, including interacting with business users and technology partners to support the HubSpot CRM environment. Optimise the overall usage of application to improve daily operations and boost productivity and enrolment performance. Provide ongoing support to team members regarding CRM-related inquiries and issues. Liaise with the group support team in case of process deviations, enhancement requests or potential risks. Work with the external support agency to resolve issues and deliver solutions for internal ISP customers. Collaborate with the Regional CRM and Marketing teams to support the creation of email marketing campaigns, newsletters, and other customer communication materials required in HubSpot. Design and execute automated workflows, including welcome emails, re-engagement campaigns, and offer or events emails aligned with the regional marketing goals and KPIs. Segmenting lead generation lists based on marketing campaigns and effectiveness (performance marketing). Tracking and measuring the effectiveness of marketing campaigns in CRM. Manage and maintain the CRM database, ensuring data accuracy, integrity, and hygiene. Regularly analyse customer data to identify trends, preferences, and opportunities for improvement for the schools and overall region Overseeing data integrity within HubSpot CRM through data import management, data cleaning up, and deduping etc. Generate reports and insights to inform decision-making for the future CRM initiatives and campaigns and share the insights with the regions. Work closely with marketing, admissions and communications teams to align CRM strategies with overall marketing efforts. Review, recommend and implement best practice processes and procedures within HubSpot Collaborate with Admissions teams to ensure seamless lead management and nurturing processes or workflows are created to handle the incoming parent enquiries. Team Training Implement Best Practices Research and keep the ISP knowledge base up to date with the latest information on HubSpot and related