CRM Implementation / Delivery Lead
12 month Fixed Term Contract
Start: Immediate, ideally within the next two weeks
Location: Hybrid, Central London - Twice a week onsite
35 hour working week, 10% pension
We are looking for an experienced CRM Implementation / Delivery Lead to take ownership of a Zendesk implementation and support wider digital delivery during a maternity cover period. This is a high‑trust role within a lovely organisation that offers genuine autonomy and strong internal support.
The role
You will act as the delivery lead for a Zendesk CRM implementation, currently in the discovery and definition phase. Working closely with an external delivery partner and highly engaged internal stakeholders, you will be responsible for ensuring the solution is delivered, adopted and continually optimised.
The role suits someone with a strategic, business analyst mindset who is comfortable shaping requirements, defining workflows and keeping one eye firmly on the wider digital strategy.
From mid‑contract onwards, you will also oversee the procurement and delivery of additional digital initiatives, including online tools, website and content projects.
Key responsibilities
- Lead the delivery of a Zendesk CRM implementation from discovery through to go‑live and adoption
- Define, optimise and document business processes and workflows where formal BA capability is limited
- Manage and hold to account third‑party delivery partners
- Drive internal engagement and user adoption across the organisation
- Operate comfortably in Agile or Scrum delivery environments
- Oversee additional digital projects during the maternity cover period
- Work closely with a wide range of internal stakeholders, with a high level of engagement and visibility
Experience required
- Previous experience at delivering CRM or ticketing system implementations, Zendesk
- Strong delivery leadership with a strategic, business analyst style mindset
- Experience defining workflows and aligning delivery to broader digital strategy
- Confident managing third‑party suppliers and complex stakeholder groups
- Experience working in Agile or Scrum environments
- Background in the public sector, ALB or not‑for‑profit organisations is highly desirable
- Available to start within the next two weeks
- Experience in working in a small organisation is useful (50 +/- people)
This is a great opportunity for someone who enjoys autonomy, ownership and visible impact to step into a delivery role with real influence.