Systems and Customer Journey Manager

About the role

Hometree, a fast-growing UK home services group covering home cover, renewable installations (solar, batteries, heat pumps) and financing, is hiring a Systems and Customer Journey Manager. You will own the systems and customer journeys behind its installer businesses (heat pumps, solar, batteries and boiler installs), improving CRM, processes and technology to deliver better customer experiences. The role is permanent, 5 days a week, Monday to Friday, hybrid in London with occasional travel to installer sites, reporting to the Sales Operations Director (Installs) or Operations Director (Installs).

Key responsibilities

• Own the design of the systems portfolio for customer-facing and internal systems, including CRM and customer communications.
• Map how customers and information move through the installer businesses and identify where processes or messages let customers or growth down.
• Redesign the customer journey from first enquiry through installation and aftercare, working with Sales, Operations and Marketing.
• Own the CRM roadmap and customer communications approach for the installer businesses.
• Work with the Home Cover business to align insurance and maintenance cross-sell journeys and create installation opportunities from Home Cover journeys.
• Build a framework for prioritising competing work and agree where to focus when priorities conflict.
• Analyse data, form hypotheses and test improvements before recommending wider rollout.
• Lead the search for new systems or software, evaluate the market, build the investment case and see solutions through to delivery with Technology and vendors.
• Explore, test and help deploy AI within customer journeys and systems.
• Work with the CTO or Head of Product to turn business needs into buildable solutions.
• Build relationships across Commercial, Operations, Sales, Marketing, Finance and Technology, and spot changes that could grow sales or protect revenue.