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Job Title: CRM Technical Analyst Salary: £49,000 - £65,500 Location: Cambridge, (At least 1-2 days per week in the office) Contract: Permanent Hybrid, Full-time (35 hours per week) We're looking for a CRM Technical Analyst to join our Customer Solutions team and help shape the future of our CRM capabilities. This is a strategic, hands-on role where you'll work closely with stakeholders across sales, marketing, and technology to deliver scalable, user-focused solutions using platforms like Salesforce Sales Cloud and HubSpot. You'll lead requirements discovery, support product roadmap development, and translate business needs into actionable technical outcomes. If you're passionate about driving CRM innovation, collaborating across teams, and delivering meaningful customer engagement experiences, we'd love to hear from you. This is a great opportunity to make a real impact in a fast-moving, agile environment. We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge. About the role The purpose of this role is to drive the strategic and operational delivery of CRM capabilities across Customer Solutions, acting as a bridge between business needs and technical execution. You'll play a hands-on role in shaping CRM product roadmaps, leading requirements discovery, and enabling scalable, user-focused solutions that support sales, marketing, and customer engagement strategies. This role is critical in ensuring our CRM platforms deliver measurable value, supporting seamless customer journeys and enabling data-driven decision-making. By embedding best practices in analysis, product ownership, and agile delivery, you'll help evolve our CRM ecosystem to be robust, integrated, and future ready. As a core member of our CRM team, you will: Lead requirements discovery and refinement across business and technology teams, translating needs into actionable Jira stories, process mapping and technical documentation. Shape and support CRM product roadmaps, aligning with strategic goals and stakeholder priorities. Facilitate workshops and cross-functional collaboration to ensure clarity, alignment, and momentum across delivery streams. Champion the adoption of CRM tools and services, promoting best practices and continuous improvement. Maintain deep expertise in Salesforce Sales Cloud and related Sales and Marketing platforms, applying certifications and experience to guide solution design. Drive process modelling and analysis to inform decision-making and optimise CRM feature adoption. Collaborate with internal stakeholders, external partners, and development teams to ensure smooth delivery and maximum value from CRM investments. Stay engaged with CRM and marketing technology trends, identifying opportunities for innovation and efficiency.