Salary: circa £30,000 subject to experience

Location: Islington

Job Type: Fixed term, part time for one year based on 2.5 days per week. Currently hybrid: remote and office based.

Closing date for applications: 18 May 2026.

Applications should include a cover letter and CV and should be emailed with the subject labelled CRM Project Manager to

Immediate start or as soon as possible. Working from the office initially, with an expectation that you will work from home and office as directed. A laptop will be provided.

More information on CIAT can be found at .

The CRM Project Lead will be responsible for overseeing the day-to-day operation of the Institute’s CRM system, ensuring that it is functioning to the requirements of the Institute’s processes, and ensure the smooth running of the CRM so that it is working across all departments.

The role will focus on completing outstanding implementations, helping to resolve issues, assisting the improvement of data quality, and supporting the operational use of the system, alongside delivering Phase Two of the project, including integration with the CIAT website, working closely with the Web & Digital Executive.

This is a hands-on role, combining project delivery with operational oversight to ensure the CRM supports membership services effectively and provides reliability to the Institute’s data. The postholder will play a key role in streamlining procedures, improving ways of working, and identifying practical and innovative solutions that align processes across departments.

The CRM has been running for 12 months, and the immediate priority is to complete outstanding elements, ensure data accuracy, and embed the system into day-to-day operational use.

The Institute is looking for someone with:

• proven experience in CRM implementation, optimisation, or recovery projects, ideally within a membership organisation, not-for-profit, or professional body;
• strong working knowledge of a Microsoft Dynamic CRM system with the ability to work hands-on within the system (within the remit of our provider service agreement);
• experience in data management and cleansing, and improving data quality;
• demonstrable experience in supplier coordination and ensuring delivery against agreed outcomes;
• strong organisational and problem-solving skills, with a focus on practical delivery;
• ability to work across departments and build effective working relationships;
• strong communication skills, with the ability to translate technical issues into clear, practical actions and;
• a proactive approach, with the ability to identify inefficiencies and suggest improvements.

Personal attributes

• Highly organised, methodical, and delivery focused.
• Confident and constructive in managing complex supplier relationships.
• Collaborative and pragmatic, with the ability to work across multiple teams.
• Comfortable operating with limited internal project capacity while maintaining momentum and clarity.

Main duties

• Lead the delivery of the outstanding items from the original functional specification to be completed and fit for operational use.
• Work directly within the CRM system to configure, test, validate, and resolve issues, ensuring practical delivery rather than relying solely on suppliers.
• Take the lead to ensure data quality, structure, and accuracy, including identifying and resolving data inconsistencies is reliable and usable across all departments.
• Oversee resolution of outstanding data migration issues and ensure ongoing data integrity, compliance, and usability.
• Act as the primary point of contact with our CRM supplier managing delivery, remaining hours, and ensuring value is achieved from supplier input.
• Develop and manage a clear and practical delivery plan, identifying what work can be completed in-house and what requires external support from Bluelight.
• Support and coordinate the delivery of Phase Two, including integration between the CIAT website and CRM system,
• Work closely with departments to review, streamline, and standardise CRM-related processes, ensuring consistent and efficient ways of working across the Institute.
• Identify opportunities to improve workflows, reduce duplication, and introduce more effective and innovative ways of working, ensuring alignment across departments.
• Support the development of joined-up processes between teams, particularly where CRM data, reporting, and communications intersect.
• Act as a central point of contact for CRM-related queries, supporting staff in resolving day-to-day issues and improving system adoption.
• Provide practical training and guidance to staff to ensure effective use of the system in daily operations.
• Develop simple, clear reporting outputs and dashboards to support departmental needs and decision-making.
• Provide regular, concise updates on progress, risks, and delivery against key actions.
• Ensure appropriate documentation, system knowledge transfer, and post-implementation support arrangements are in place.
• Identify lessons learned and contribute to improving approaches for future systems and digital projects across the Institute.

Effective May 2026