CRM Change Management Lead (12-Month Fixed-Term Contract)

About the role

Cognita, a global family of 86 schools across 21 countries, is rolling out HubSpot across its clusters and needs a CRM Change Management Lead to make sure its people are ready. On a 12-month fixed-term contract, you will own how schools and clusters experience change, build readiness before changes land, work through resistance and ensure each rollout wave is met with clear communication and strong adoption. You will also be the voice of the school in the wider programme.

Key responsibilities

• Own the change management strategy for HubSpot and ongoing CRM changes, covering stakeholder readiness, communications and adoption planning across clusters and schools
• Identify and manage adoption risk and resistance, working with cluster leads and school leadership and escalating where go-live is at risk
• Design and run engagement and communications plans for each rollout wave and subsequent product or process change
• Maintain a change calendar aligned to the delivery plan, and sequence training with the CRM Enablement Manager
• Define KPIs and data sources to track adoption, including usage, sentiment and change fatigue, by school and cluster
• Design a single, coordinated model of central engagement and feed field-level sentiment and blockers into product prioritisation via the Business Analyst
• Provide a change-readiness assessment as input to go-live decisions and support change management for new school onboarding, including new openings and acquisitions
• Work closely with the CRM Optimisation Manager, the HubSpot Global Rollout Programme Manager, the CRM Enablement, Data and Insights teams, and cluster and school leaders

Required profile

• Degree-level education or equivalent professional experience
• Practical experience applying a recognised change framework (e.g. ADKAR, Prosci, Kotter) in a real organisational setting
• Experience leading change management for a technology or process rollout across multiple sites or regions
• Experience managing stakeholder resistance and adoption risk in a complex, matrixed organisation
• Experience designing and delivering communications and engagement plans for diverse, non-co-located audiences
• Ability to tailor messages from school leadership to frontline staff, and to define and track adoption and sentiment metrics

Required skills

• Desirable: familiarity with CRM or similar platform adoption programmes, ideally HubSpot or Salesforce
• Desirable: experience using pulse surveys or sentiment-tracking tools
• Desirable: change management certification (e.g. Prosci ADKAR, APMG) or project/programme management certification (e.g. PRINCE2, PMP)
• Desirable: experience in K-12, independent or international education, or another multi-site sector, and supporting large-scale CRM rollouts

The role involves flexible working across time zones and regular international travel to schools and clusters, especially during active rollout phases. Applications must be written in your own words; AI-generated content is increasingly rejected.