Product Manager

Role Title: Product Manager (CRM)

Salary: £45,00-£55,000

Location: UK Remote

Full-time Permanent 37.5 hours/week

Apply by: 2 weeks

Hiring Manager: Natalie Lewis Recruiter: Rikki Spencer-Cox

Help us "Elevate Education, Everywhere."

Team: Technology & Digital Etio

At Etio, we help governments and institutions around the world improve education at scale. Formerly the government services arm of Tribal Group, delivering evidence-based change at scale by supporting governments and institutions worldwide to strengthen education systems. Our work spans strategic planning, workforce development, quality assurance, and performance benchmarking, all to elevate education and outcomes where it matters most.

About the Team

Our Technology & Digital team is a lean, expert group of 14 - highly agile, delivery-focused, and outcome-led. We deploy and scale smart digital platforms across multiple client programmes, coordinating internal and external resources, managing post-live refinement, and building tech capabilities that last.

About the Role

As our Product Manager - CRM, you'll be the driving force behind Etio's CRM technology, advocating its use across current and future opportunities, ensuring it supports multiple business functions-from stakeholder engagement and reporting to case management and lifecycle tracking. You'll own the creation and continuous improvement of a configured CRM environment tailored to project needs and organisational goals.

You will:

• Lead the, design and implementation of CRM solutions using a pragmatic approach: Salesforce is used sparingly and tailored for large projects, while serves as the agile, right-fit tool for smaller, more immediate requirements.
• Build and configure CRM workflows, automations, dashboards, and integrations that enable quick, accurate delivery across teams.
• Navigate the balance of "off-the-shelf" CRM capabilities, bespoke customizations, and reusable components, always focusing on interoperability and integration.
• Act as the internal CRM champion, embedding best practices and driving adoption across Etio.
• Collaborate closely with delivery teams, stakeholders, and vendors to ensure our CRM evolves in alignment with business priorities.

Key Responsibilities

• Configure and maintain CRM platforms - including user roles, permissions, workflows, automations, and dashboards - to meet specific project or programme needs.
• Translate business and operational requirements into practical CRM setups and streamlined processes.
• Liaise with CRM vendors and third-party providers to support enhancements, resolve issues, and ensure alignment with organisational goals.
• Use your expertise to assess when to buy, build, or tailor CRM features - balancing speed, cost, scalability, and reuse.
• Provide hands-on support for day-to-day CRM administration, including user onboarding, escalated queries, and data quality management.
• Develop documentation, training materials, and guidance to promote consistent and effective platform use across teams.

What You'll Bring

• Proven hands-on experience configuring and managing CRM platforms in complex environments.
• Deep understanding of CRM's strategic role in business - from process optimization to data governance.
• Ability to rapidly build and adjust CRM configurations that deliver reliable, scalable solutions.
• Expertise in managing integrations, automations, and workflows that meet diverse user needs.
• Sharp judgment to know when to buy, build, or tailor CRM capabilities, balancing business needs, technical feasibility, and resource constraints.
• Strong communication skills to translate technical CRM capabilities into business value.
• A problem-solving mindset with a passion for driving CRM adoption and excellence.

Qualifications (We're interested in anyone who meets all of the following):

Essential

• Degree or equivalent experience in project management, systems delivery, or business technology.

Desirable

• PRINCE2, AgilePM, or equivalent project/change management certifications.
• ITIL Foundation or service transition qualification.

Why Etio?

We're not just delivering tech - we're driving transformation. This is a unique opportunity to shape how solutions are built and embedded, and influence the future of our team and organisation.

Benefits:

We know that our people are our greatest strength. That's why we offer a vibrant, flexible working culture and benefits that support you to do your best work, while taking care of your wellbeing.

• 25 days annual leave + bank holidays (option to buy more)
• Flexible working culture
• Health & Wellbeing benefits (Healthcare Cash Plan, Private Medical Insurance, EAP)
• Enhanced family-friendly policies
• Work from anywhere globally (up to 8 weeks!)
• Paid volunteer day
• Cycle to Work & Electric Car Scheme
• 3% employer pension contribution

Accessibility and Adjustments

Etio is committed to ensuring an inclusive and accessible recruitment process. If you require a reasonable adjustment to the application or selection process to help you demonstrate your ability to meet the role requirements, please let us know. This will help us understand any modifications we may need to make to support you throughout the recruitment process.