Commercial Systems Manager

Defaqto Limited; England; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading financial intelligence provider in the UK is seeking a Commercial Systems Manager to define and deliver a CRM strategy that aligns with business needs. The successful candidate will oversee system enhancements, manage vendor relationships, and promote user adoption through training. Candidates should have at least 3 years of experience in a similar role and a strong understanding of CRM platforms, particularly Dynamics 365. This role offers a hybrid working environment and opportunities for personal development.

Benefits

Flexible working

Wellbeing programmes

Social events

Qualifications

• 3+ years in a similar role or a relevant degree.
• Formal training or certification in CRM systems is beneficial.
• Deep understanding of CRM platforms in commercial operations.

Responsibilities

• Define and evolve CRM strategy in alignment with business goals.
• Act as primary contact for CRM vendors and manage system performance.
• Drive user adoption through training and change management.

Skills

Stakeholder engagement

Communication

Data analysis

User-centred design

Education

Bachelor’s degree in business, Information Systems, or a related field

Tools

CRM systems (preferably Dynamics 365)

Job description

1. Do you have deep understanding of CRM platforms and their role in commercial operations?
2. Can you demonstrate a familiarity with product ownership, backlog management and user-centred design principles?
3. Are you a strategic thinker with a user first mindset?

Our new Commercial Systems Manager will beresponsible for defining and delivering the strategic roadmap for Defaqto’s commercial systems, with a primary focus on the CRM.

This role ensures that our systems evolve in line with business needs, enabling scalable go-to-market execution and cross-functional alignment.

Who we are

Defaqto is one of the UK’s most trusted sources of financial product and market intelligence. By bringing together product data, technology, and consumer insight we help everyone make smarter, more informed financial choices now, and in the future. And in doing so we hope to raise industry standards, power consumer choice, and help the industry meet evolving customer needs.

Role Overview

Acting as the voice of the user and the business, the Commercial Systems Manager translates commercial requirements into CRM system enhancements, prioritises development efforts, and manages vendor relationships to ensure value delivery.

What you'll do

1. Own the CRM Strategy & Roadmap

• Partner with the Head of Commercial Operations to define and evolve the CRM strategy in line with business growth and commercial priorities.
• Develop and maintain a scalable CRM roadmap that supports sales, marketing, customer success, and operational workflows.
• Lead system architecture decisions, ensuring CRM design aligns with data integrity, usability, and long‑term scalability.
• Translate business requirements into CRM capabilities, balancing strategic vision with practical execution.

2. Manage Vendor Relationships

• Act as the primary point of contact for CRM and related system vendors, managing contracts, SLAs, and ongoing performance.
• Coordinate with external partners to deliver system enhancements, resolve issues, and ensure timely support.
• Evaluate new technologies and tools that complement the CRM ecosystem and drive commercial efficiency.
• Lead procurement and renewal processes for commercial systems, ensuring value for money and alignment with business needs.

3. Enable System Adoption & Value Realisation

• Drive user adoption through training, documentation, and change management initiatives that embed CRM into daily workflows.
• Monitor system usage and data quality, identifying gaps and opportunities to improve user experience and business impact.
• Collaborate with cross‑functional teams to ensure systems deliver actionable insights and support commercial decision‑making.
• Champion continuous improvement, ensuring commercial systems evolve with the business and deliver measurable value.

What you'll need to succeed

Qualifications / Training

• 3+ years in a similar role or bachelor’s degree in business, Information Systems, or a related field.

• Formal training or certification in CRM systems (preferably Dynamics 365), data analysis, or project management is beneficial.

Knowledge

• Deep understanding of CRM platforms (preferably Dynamics 365) and their role in commercial operations.

• Familiarity with product ownership, backlog management, and user‑centred design principles.

Skills

• Strong stakeholder engagement and prioritisation skills.
• Excellent communication and documentation abilities.
• Analytical mindset with a focus on delivering business value through technology.

Experience

• Proven experience in a product ownership or CRM strategy role.

• Track record of managing system roadmaps and delivering enhancements in a commercial environment.

Approach to Work

• Strategic thinker with a user‑first mindset.
• Collaborative and proactive, with a focus on continuous improvement.
• Comfortable balancing long‑term vision with short‑term delivery.

Right to Work

Applicants must already hold a legal right to work in the UK without time restrictions. We are currently unable to provide Skilled Worker visa sponsorship.

How we Work

Our values define how we work so that we can achieve our vision, provide a great employee experience, and positively impact our customers.

Think Big | Be Bold | Own it | Team up | Be a Star

We have a vibrant office environment with a hybrid approach to working supported by our flexible working promise. We have a focus on wellbeing, a programme of social, charity and team‑building events and free fresh fruit delivered to the office.

Fintel plc and all the businesses within it adopt a zero‑tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010.

We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do.

For these reasons we strongly encourage suitably qualified applicants from a wide range of backgrounds.