CRM Manager

Role: CRM Manager, EMEA

Purpose: To support the roll-out and subsequent adoption of the Savills CRM platform across EMEA.

As well as playing a central role on the Transformation team to drive adoption of the CRM platform, you will also work in close collaboration with internal stakeholders across countries to ensure they have the right skills, know-how and insights at their disposal to maximise commercial value from the platform.

Workplace location: One of the Savills Offices in Europe

RESPONSIBILITIES:

Platform Adoption & Transformation

• Lead the successful adoption of the CRM platform (Microsoft Dynamics 365 with Introhive) across the EMEA business, acting as a core member of the transformation project team
• Develop and implement tailored stakeholder engagement plans for each country, supporting both pre‑launch activity in collaboration with the Transformation team and ongoing post‑transition engagement
• Drive behavioural change by embedding new ways of working and processes that maximise operational efficiency and value creation from the CRM platform

Engagement, Communication & Change Enablement

• Design and deliver innovative and engaging communication strategies, including roadshows, presentations, campaigns, and structured messaging to support adoption and reinforce best practice
• Manage ongoing communications to drive sustained platform usage, and reinforce a culture of data‑driven client development
• Measure engagement and adoption against KPIs

Development of Client Insights Technology to Support BD Programmes

• Gather feedback from the business and channel it into the central project team for consideration in future development roadmaps
• Collaborate with IT and the Dynamics Product Owner to plan, deliver, and communicate future system enhancements and updates
• Stay informed about upcoming Introhive and Microsoft Dynamics CRM capabilities, acting as a subject matter expert and driving adoption of relevant innovations across the business
• Challenge local requests where needed to protect process & data integrity, avoid unnecessary complexity, and maintain a scalable regional model

Training & Capability Building

• Ensure colleagues understand the tools, data, and insights available to them, and build the skills required to apply these effectively for business development and client experience
• Evolve, deliver, and continuously improve training programmes that build CRM proficiency and reinforce the value of insights, analytics, and relationship intelligence across the client lifecycle – from relationship inception to post-billing completion
• Develop and maintain best practice guidelines, toolkits, and reference materials to support users across all EMEA markets

Community Management & Governance

• Coordinate and engage with the EMEA Client Insights Champion community to encourage sharing of learning and best practice and surface feedback
• Oversee training, support, and communications for the champion network to ensure they are equipped to drive adoption within their local markets
• Act as regional guardian of data and process consistency, and escalating any potential risks to the agreed governance model

Client Data, Analysis & Reporting

• Partner with the business and the wider Clients & Markets team to design and evolve reports, dashboards, and analytics that support effective client development activity
• Work closely with the central data management team to maintain strong governance, enhance data quality, streamline processes, and improve the accuracy and usability of insights to enable better targeting, cross‑selling, and ROI from marketing activity
• Use insights generated from the CRM and associated tools to produce client analysis packs, and proactively engage with the platform to help elevate overall data quality

KEY SKILLS:

• Strong understanding of CRM-enabled commercial processes, incl. how CRM supports relationship development, pipeline management, opportunity development, reporting, and broader business decision-making
• Experience managing CRM platforms and driving value through technology – preferably from pre-launch through to post-implementation
• Excellent verbal and written communication skills with ability to convey insights effectively and influencechange
• Strong team player: is curious and eager to learn, builds relationships and consults with others, quickly establishes trust and credibility
• Consultative and diplomatic approach to bring colleagues together and aligned through shared vision
• Commercial acumen to align insights and platform enhancements with business objectives
• Strong analytical skills and ROI-performance orientation
• Highly organised with Can-do attitude with ability to work effectively independently and as part of a team when necessary
• An innovative and experimental approach, bringing in best-practice examples from across industries
• Experience of stakeholder management - balancing competing needs and priorities, and standardisation vs local market needs
• Demonstrable experience in change management and innovative stakeholder engagement, communication and training
• Ability to successfully manage multiple projects and business demands simultaneously - ensuring timely delivery and expectation management
• Excellent knowledge of the Microsoft Office suite of packages, previous experience of Dynamics 365 Sales, Introhive and the property sector is an advantage but not essential
• Additional languages an advantage

WHAT WE OFFER:

• A stable and collaborative work environment within a top-tier commercial real estate team
• Involvement in key operational processes and behind-the-scenes coordination of major leasing projects
• A high level of autonomy and responsibility in daily tasks
• Attractive salary, employee benefits
• Access to real estate market knowledge, tools, and expertise
• Professional development and training opportunities
• Continuous development of competences reflected in the clear career path.