Requirements
- Education: Bachelor’s degree in Business Administration, Marketing, Computer Science, Information Systems, or related field (or equivalent work experience).
- Experience: Minimum of 5 years of experience in CRM management, process optimization, CRM operations, or related roles within SaaS, e-commerce, or B2B/B2C environments.
- Skills & Technical Competencies:
- CRM platforms: Hands-on experience with Salesforce (Sales Cloud, Service Cloud, Marketing Cloud, Pardot), HubSpot, Microsoft Dynamics 365, Zoho, or similar CRM systems; knowledge of Salesforce declarative tools (Flow, Process Builder), Apex basics, Data Loader, and system administration.
- Data analysis & reporting: Advanced Excel (pivot tables, Power Query), SQL querying, experience with BI/visualization tools (Tableau, Power BI, Looker), and Google Analytics for tracking customer behavior and campaign performance.
- Marketing automation & campaign management: Familiarity with Marketo, Pardot, HubSpot Automation, Braze, or equivalent; experience with email deliverability, A/B testing, journey orchestration, lead scoring, and nurture programs.
- Customer segmentation & lifecycle: Expertise in segmentation strategies, cohort analysis, churn and retention analysis, CLTV modeling, and building personalized engagement workflows.
- Integrations & data management: Experience integrating CRMs with external systems via APIs, webhooks, middleware/ETL tools (e.g., Informatica, Talend, Mulesoft), ensuring data integrity, governance, and synchronization across platforms.
- Privacy & compliance: Knowledge of data privacy and security standards (GDPR, CCPA) and best practices for customer data handling and consent management.
- Project & stakeholder management: Strong project management skills (Agile/Scrum familiarity preferred), experience leading cross-functional initiatives, vendor coordination, and training internal teams on CRM best practices.
- Soft skills: Excellent communication, documentation, problem-solving mind-set, attention to detail, and ability to translate technical insights into business recommendations.
- Additional technical skills: Basic scripting knowledge (Python, R) a plus; familiarity with identity/auth protocols (SSO, SAML, OAuth); experience with data quality tools and master data management.
- Preferred certifications: Salesforce Administrator/Platform App Builder, Pardot Specialist, HubSpot Certification, Google Analytics, PMP or Six Sigma (where applicable).
Keywords & Skill Tags
CRM, CRM Process Manager, CRM Manager, Salesforce, HubSpot, Microsoft Dynamics 365, Salesforce Admin, Pardot, Marketing Automation, Email Marketing, Data Analysis, SQL, Tableau, Power BI, Google Analytics, Customer Segmentation, Lifecycle Management, Retention, Churn Analysis, A/B Testing, Cohort Analysis, API Integration, ETL, Data Governance, GDPR, CCPA, Agile, Project Management, SaaS, E-commerce, Lead Scoring, Campaign Management, Customer Success, Cross-functional Collaboration
Job Overview
We are seeking a highly organized and experienced CRM Process Manager to oversee and optimize customer relationship management (CRM) processes. The successful candidate will be responsible for managing and improving CRM systems, workflows, and data management practices to enhance customer engagement, retention, and overall business performance.
Key Responsibilities
- CRM Process Optimization:
- Manage and streamline CRM processes to ensure optimal customer experience and operational efficiency.
- Identify gaps or inefficiencies in existing CRM workflows and implement process improvements.
- Develop and implement best practices for CRM system utilization, focusing on automation and personalization.
- CRM System Management:
- Oversee day-to-day operations of CRM systems, ensuring data integrity, accuracy, and consistency.
- Collaborate with IT and other teams to integrate CRM systems with other business platforms (e.g., marketing, sales, and customer support).
- Monitor CRM system performance and suggest enhancements or upgrades when necessary.
- Data Management & Reporting:
- Ensure accurate collection, tracking, and analysis of customer data across all touch points.
- Provide insights and actionable recommendations based on CRM data and performance metrics.
- Generate regular reports on customer engagement, retention, and lifecycle management to inform business decisions.
- Collaboration & Communication:
- Work closely with marketing, sales, and customer service teams to ensure seamless CRM processes across departments.
- Facilitate cross-functional meetings to gather feedback, identify challenges, and develop action plans for process improvements.
- Provide training and guidance to team members on CRM system usage and best practices.
- Customer Segmentation & Personalization:
- Assist in developing customer segmentation strategies to enable personalized communication and offers.
- Work with marketing teams to create targeted campaigns based on CRM data and customer insights.
- Process Documentation:
- Create and maintain comprehensive process documentation, ensuring all stakeholders are aligned on CRM strategies and workflows.
- Regularly review and update process manuals and training materials.
Skills: crm,management,analytics,data analysis,dynamics,crm systems,customer segmentation,data
