CRM Analyst

In this role you will turn CRM data into actionable insights to support Vanguard's European business. You will partner with sales, marketing and stakeholders to improve data quality, boost CRM adoption, and deliver insights that inform decisions. You will translate data into reports, dashboards and CRM signals; lead workshops; and help design future-state processes. You will work with Microsoft Dynamics 365 and AI-enabled use cases, including Copilot, to drive scalable CRM improvements. This hybrid role in Manchester offers exposure to cross-functional teams and meaningful business impact.

• Act as a trusted CRM contact for Distribution, Marketing, Data & Analytics, Operations, Technology and regional client-facing teams
• Partner with business stakeholders to simplify processes, improve user experience and increase CRM adoption
• Support requirements, user acceptance testing, releases, change adoption and CRM enhancements, including case management and Microsoft Copilot use cases
• Translate CRM data into actionable insight that supports marketing, sales, distribution, leadership and client-facing teams
• Develop and improve reporting, dashboards and views that provide visibility into client engagement, pipeline progression, activity trends, cases and business outcomes
• Support the development and refinement of CRM signals and alerts that help client-facing teams prioritise engagement opportunities
• Analyse user behaviour, process performance and CRM interaction patterns to identify opportunities for process improvement, better adoption and increased business effectiveness
• Review regional data integrity, ownership and mapping across accounts, contacts, opportunities, activities, cases and relationship records
• Identify duplicate, missing or inconsistent data and work with regional teams to agree clear, achievable improvement actions
• Strengthen the completeness, accuracy and usefulness of CRM data by closing data gaps, reducing inconsistencies and using relevant internal and external data sources to enrich client and intermediary records
• Monitor adoption and data-quality metrics, sharing risks, priorities and recommendations with relevant stakeholders
• Support data governance processes, internal data management standards and relevant regulatory requirements
• Review end-to-end CRM processes and identify opportunities to reduce administrative burden on sales and relationship management teams
• Design and document future-state processes that improve efficiency while maintaining data quality and governance standards
• Translate business needs into clear requirements, process maps and practical CRM improvements that can be delivered with the CRM Product Team and technology partners
• Support distribution and marketing CRM data requests across Europe, helping teams use CRM data consistently and effectively

• Proven experience in CRM, business analysis, client analytics, distribution support or a related role
• Experience working with advanced CRM systems, sales, service or client-engagement platforms
• Experience with Microsoft Dynamics 365 would be highly beneficial, but is not essential for someone with strong CRM, data and business analysis capability
• Ability to quickly learn CRM platform functionality, understand how systems support business processes, and work confidently with product and technology teams
• Proven ability to gather requirements, map processes and convert business needs into practical CRM improvement
• Experience developing reporting, dashboards, client insight and data-quality improvement approaches
• Confident leading calls and workshops, communicating clearly with stakeholders across regions and levels, and ensuring discussions result in clear decisions and actions
• Experience with Microsoft Copilot or other AI-enabled sales, service or productivity capabilities would be beneficial
• Experience within an asset management, wealth management or financial services organisation would be highly desirable but is not mandatory

• Building relationships
• Leading conversations with stakeholders
• Communication and clarity in cross-region settings
• Microsoft Dynamics 365 (beneficial)
• CRM platforms and data models
• Reporting and dashboards development