Digital Operations Manager – CRM, Marketing & IT Support
Coastal Drains has a growing need for one person to take clear ownership of the company’s digital and operational systems. At present, several important areas sit across different people, external providers, or are handled reactively when issues arise.
This role would help to:
- Improve how leads are captured, followed up, and converted through the CRM.
- Reduce reliance on external marketing agencies for basic campaign monitoring and reporting.
- Give the business one clear owner for Google Ads, website enquiries, reviews, CRM data, and digital processes.
- Provide first-line IT support for common staff issues such as emails, software access, laptops, mobile phones, printers, and basic system problems.
- Improve visibility of marketing spend, cost per lead, conversion rates, and return on advertising spend.
- Help streamline office administration, reporting, internal processes, and customer communication.
- Support the management team with better data, clearer reporting, and more accurate business information.
- Ensure website enquiries, online forms, calls, and digital leads are being monitored and followed up properly.
- Help identify missed opportunities, poor lead handling, system gaps, and areas where processes can be improved.
Recommended Salary Range
A practical salary range to advertise would be:
£28,000 - £32,000 per year, depending on experience.
Main Responsibilities
The role should cover the following key areas:
CRM Ownership
- Take day-to-day ownership of the company CRM system.
- Ensure leads, enquiries, quotes, customer records, and job information are entered correctly.
- Monitor lead follow-up and identify missed opportunities.
- Improve CRM workflows, forms, customer communication templates, and reporting.
- Support staff with CRM usage and training.
- Help ensure CRM data is accurate, consistent, and useful for management reporting.
Digital Marketing Support
- Monitor Google Ads, Meta Ads, website enquiries, and online campaign performance.
- Liaise with external marketing agencies and challenge performance where needed.
- Track cost per lead, conversion rates, enquiry sources, and return on advertising spend.
- Help prepare marketing reports for directors and management.
- Support content ideas for social media, website updates, reviews, and customer communication.
- Ensure marketing activity is linked properly to actual business enquiries and sales outcomes.
Website Enquiries and Online Leads
- Monitor website forms, online enquiries, quote requests, and contact submissions.
- Ensure online leads are responded to quickly and passed to the correct person.
- Identify issues with tracking, forms, call reporting, or missed enquiries.
- Work with web developers and agencies to improve the website enquiry process.
- Help ensure the website remains up to date, accurate, and commercially effective.
Reporting and Business Information
- Produce weekly and monthly reports covering leads, enquiries, marketing performance, CRM activity, and digital performance.
- Help the management team understand where leads are coming from and how effectively they are being converted.
- Monitor key figures such as enquiry volume, quote conversion, lead source, marketing spend, and campaign performance.
- Provide clearer visibility for directors when making commercial decisions.
First-Line IT Support
- Provide basic day-to-day IT support for staff.
- Assist with email access, software logins, laptops, mobile phones, printers, and common system issues.
- Liaise with external IT providers where more technical support is required.
- Help manage user access, passwords, software accounts, and system permissions.
- Support staff with practical technology issues so that external IT support is not needed for every minor problem.
Type of Candidate Required
The ideal candidate should be practical, commercially aware, organised, and confident working across several areas of the business.
They do not need to be a highly technical IT engineer, but they should be confident with systems, CRM platforms, digital marketing, reporting, and basic IT support.
The right person should have experience in some or all of the following areas:
- CRM management or CRM administration.
- Digital marketing support.
- Google Ads or paid advertising reporting.
- Website enquiry handling.
- Lead tracking and reporting.
- Basic IT support.
- Supplier and agency communication.
- Data accuracy and process improvement.
- Customer communication systems.
- Microsoft Office, Google Workspace, or similar business software.
This role will report into senior management, with regular communication with the Business Operations Manager and Directors.
Pay: £28,000.00-£32,000.00 per year
Benefits:
- Casual dress
- Employee discount
- Free parking
- On-site parking
Work Location: In person
