CRM Operations Manager

Key Responsibilities

The primary focus of this role will be platform ownership and admin execution, optimization, and administration.

Platform Ownership & Administration (HubSpot Focus)

• System Administration: End-to-end ownership of SLR CRM instance. From basic layout and permission set coordination to custom object design, platform integrations, and the overall optimization of the CRM

• Product Roadmap & Strategy: Own the HubSpot product roadmap, prioritizing new features, integrations, and ongoing maintenance

• System Migration Lead: Lead and execute CRM system migrations for newly acquired companies, integrating their data and processes into our central HubSpot instance

• Data & CRM Oversight, including GDPR: Serve as the primary custodian of client data within HubSpot, focusing on data hygiene, enrichment, standardization, and governance policies. Ensure HubSpot configurations and processes are compliant with GDPR, CCPA, and other global data privacy regulations

• System Configuration: Manage user provisioning, roles/permissions, field creation, custom objects, and other core system configuration tasks

• System Integration: Oversee and assist with integrating new technologies and data sources into the HubSpot ecosystem based on Enterprise Architecture guidelines.

Marketing Operations & Advanced Analytics

• Lead/Intent Scoring Architect: Design, implement, and govern the holistic lead/intent scoring model (combining fit, behavioral, and engagement criteria) to ensure leads are accurately prioritized and routed

• Campaign & Nurture Frameworks: Audit and optimize existing automation to create scalable campaign and nurture frameworks and workflows that maximize lead conversion at every stage of the funnel

• Intent and Predictive Modeling: Understand, design, and implement advanced analytics models, including intent data capture and predictive propensity scoring, leveraging HubSpot's AI tools and integrated third-party platforms

• Marketing Data Governance: Partner with Marketing Leadership to ensure all campaign reporting is accurate and marketing attribution models are correctly configured in HubSpot

Reporting, Analysis & Optimization

• Reporting & Dashboards: Design, create, maintain, and refine advanced dashboards and reports for the Sales, Marketing, and Leadership teams within HubSpot's reporting tools.

• Process Optimization: Audit complex sales and marketing processes within HubSpot, building and mapping sales playbooks and nurture programs directly into the CRM to drive consistent behavior and efficiency

• GTM Execution Support: Assist with the planning and execution of GTM strategies and initiatives by configuring the platform to enable them

Change Management & Enablement

• Change Agent: Act as a trusted Change Agent, ensuring the successful adoption of new features and processes across Sales, Marketing, and Client Management

• Enablement Support: Support the Sales Excellence team by developing training materials and documentation for new HubSpot processes and features