CRM Analyst

The Role

In this role you will

CRM & Business Enablement

• Act as a trusted CRM contact for Distribution, Marketing, Data & Analytics, Operations, Technology and regional client-facing teams

• Partner with business stakeholders to identify opportunities 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

Client & Distribution Intelligence

• 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

Data Quality & Governance

• 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

CRM Process Optimisation

• 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

What Success Looks Like

The successful candidate will: 

• Become a trusted CRM contact for Digital, Technology and Vanguard’s client-facing teams

• Support the development of scalable CRM signals, analytics and AI-enabled use cases that help client-facing teams engage clients more effectively.

• Deliver practical CRM improvements, reporting and insight that reduce manual effort and create business value

• Lead effective meetings and workshops that result in clear decisions, owners and actions

• Increase CRM adoption and strengthen the quality, consistency and usefulness of regional client data

What it takes

• 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

Special Factors 

• Vanguard is not offering visa sponsorship for this position

• This is a hybrid position and would require you to work in the office 3 days per week (Tuesday, Wednesday & Thursday)

• Please note that we review applications on a rolling basis and may close this role early if there is a high level of interest. To avoid missing out, we recommend applying as soon as possible

Why Vanguard? 

Vanguard is a different kind of investment company. It was founded in the United States in 1975 on a simple but revolutionary idea: that an investment company should manage its funds solely in the interests of its clients. 

This is a philosophy that has helped millions of people around the world to achieve their goals with low-cost, uncomplicated investments. 

It's what we stand for: value to investors. 

Inclusion Statement  

Vanguard’s continued commitment to diversity and inclusion is firmly rooted in our culture. Every decision we make to best serve our clients, crew (internally employees are referred to as crew), and communities is guided by one simple statement: “Do the right thing.”  

We believe that a critical aspect of doing the right thing requires building diverse, inclusive, and highly effective teams of individuals who are as unique as the clients they serve. We empower our crew to contribute their distinct strengths to achieving Vanguard’s core purpose through our values. 

When all crew members feel valued and included, our ability to collaborate and innovate is amplified, and we are united in delivering on Vanguard's core purpose: to take a stand for all investors, to treat them fairly, and to give them the best chance for investment success.

How We Work

Vanguard has implemented a hybrid working model for the majority of our crew members, designed to capture the benefits of enhanced flexibility while enabling in-person learning, collaboration, and connection. We believe our mission-driven and highly collaborative culture is a critical enabler to support long-term client outcomes and enrich the employee experience.