CRM Operations Manager

Key Responsibilities

CRM Governance & Lifecycle Management

• Own HubSpot as the system of record across Marketing, ISR, and Sales

• Govern end-to-end lifecycle management (Lead → MQL → SAL → SQL → Opportunity → Closed)

• Enforce CRM data standards, field definitions, stage rules, and CRM etiquette

• Ensure accurate lead status, routing, scoring, and handoff between Marketing, ISR, and Sales

• Monitor and manage MQL and SAL aging to maintain agreed SLAs and healthy lead velocity

Sales CRM Operations & Executive Reporting

• Support CRM sales operations including deal stages, pipeline structure, and data integrity

• Partner with Regional Sales Directors to ensure pipeline accuracy and CRM discipline

• Build and maintain executive dashboards covering:

  • Pipeline coverage, velocity, and conversion rates

  • Funnel performance and risk indicators

• Provide reliable, executive-ready CRM insights used in sales and leadership reviews

• Investigate and explain pipeline and performance variances in a timely manner

Marketing Automation & Email Operations

• Execute HubSpot marketing and sales automation operations, including:

  • Email scheduling and QA

  • Workflow and trigger management

  • Lead uploads, imports, and housekeeping

• Support campaign and nurture execution with zero operational errors

• QA all automations to ensure no impact on customer experience or sales follow-up

Data Quality & Lead Enrichment

• Maintain high CRM data hygiene through regular audits, deduplication, and validation

• Leverage lead enrichment tools to enrich lead, contact, account, and deal data

• Ensure data completeness to support segmentation, reporting, attribution, and forecasting

• Proactively identify data gaps and implement permanent fixes

Reporting & Dashboards

• Build, maintain, and enhance dashboards tracking:

  • Lead lifecycle performance

  • MQL, SAL, SQL, and sales pipeline metrics

  • Funnel velocity, aging, and bottlenecks

• Ensure dashboards are trusted and consistently used by Marketing, Sales, and leadership

• Translate CRM data into clear, actionable insights

Cross-Functional Collaboration

• Act as the neutral CRM authority across Marketing, ISR, and Sales

• Serve as the operational point of contact for CRM, data, and lifecycle issues

• Partner closely with Marketing, ISR, Sales, and Regional Sales Directors

• Proactively identify risks, gaps, and opportunities for process and governance improvement

Qualifications & Experience

Required

• Bachelor’s degree in Marketing, Information Systems, Business, or equivalent experience

• 8+ years of experience in:

  • CRM operations or marketing operations

  • CRM management and lifecycle governance

  • Marketing and/or sales automation

• Proven expertise with HubSpot CRM (Mandatory)

• Strong attention to detail and high process discipline

• Comfortable working with dashboards, reporting, and operational metrics

• Clear written and verbal communication skills

Nice to Have

• Experience working with integrated systems including:

  • PRM

  • Lead enrichment and data deduplication tools

• Prior exposure to global or regional sales and marketing teams

What Success Looks Like

• HubSpot is trusted as the single source of truth across Sales and Marketing

• ISRs and Sales receive clean, timely, and actionable leads and pipeline data

• Executive dashboards are actively used in leadership and sales reviews

• CRM data hygiene and etiquette are consistently followed across regions

• Lead and pipeline velocity improve due to reduced leakage and aging

• Marketing and Sales can scale without breaking CRM operations