Owns HubSpot CRM governance, administration, data integrity, workflow design, reconciliation, and data ingestion operations. Coordinates Tech, Operations, Reporting, Data, Business Analysts, and Product teams; resolves platform issues; leads change management, training, documentation, and adoption. The role establishes a scalable operating model, reduces manual handling and data risk, and ensures reliable CRM foundations support engagement, conversion, and enrolment outcomes.

Provides day-to-day People and HR administration across the employee lifecycle, including payroll, onboarding, offboarding, documentation, HR systems, employee queries, reporting, and records management. Supports People Partners with employee relations processes, research, projects, and process improvement. Also assists with London office activities, employee events, workplace coordination, and employee engagement initiatives.

Leads the global Customer Analytics Group, delivering lifecycle insights, churn and adoption analytics, KPI reporting, data governance, account provisioning oversight, and CX technology management. Owns customer data integrity and reporting standards while improving automation, system integrations, and scalable operating processes. Partners with Customer Success, Sales, Product, Technology, and Finance to support retention, renewal forecasting, customer adoption, and executive decision-making. Leads and develops a global analytics team.