Position Description:

We are seeking a highly organized and strategic CRM Operations Manager to own and optimize our Microsoft Dynamics CRM (Sales Hub) across all business units. This role will serve as the bridge between Marketing and Sales, ensuring strong CRM adoption, clean and reliable data, and scalable processes that support revenue growth.

This individual will be responsible for CRM process ownership, user training, data governance, and roadmap alignment-working closely with Sales, Marketing, Business Unit Leadership and technical CRM administrators.

General Duties and Responsibilities:

CRM Ownership & Roadmap

• Own the day-to-day management and optimization of Microsoft Dynamics Sales Hub
• Partner with stakeholders to define and prioritize CRM enhancements and roadmap
• Ensure CRM structure and workflows align with evolving sales and marketing needs

Process Development (SOPs)

• Develop, document, and maintain CRM standard operating procedures
• Establish best practices for lead management, opportunity tracking, and pipeline hygiene
• Drive consistency in CRM usage across all business units

CRM Integrations

• Own the alignment between CRM (Dynamics) and marketing automation platforms, survey platform and other software connections (e.g., HubSpot, Forsta, Data Providers, Maplytics)
• Ensure seamless lead flow, lifecycle stages, and data synchronization between systems
• Partner with Marketing to optimize lead capture, scoring, routing, and handoff to Sales
• Maintain data consistency and integrity across platforms
• Identify and resolve gaps in integration, workflows, and campaign attribution

Sales Training & Enablement

• Lead CRM onboarding for new Sales hires
• Create and maintain training materials (videos, guides, quick-reference documentation)
• Act as the primary resource for CRM usage questions and ongoing user support
• Reinforce adoption of standardized processes and workflows

Data Quality & Governance

• Establish and enforce data standards (required fields, naming conventions, etc.)
• Monitor and resolve duplicates, incomplete records, and inconsistencies
• Partner with Sales and Marketing to maintain clean, actionable data
• Ensure CRM data supports accurate reporting and marketing execution

Cross-Functional Collaboration

• Serve as the liaison between Sales, Marketing, and CRM administration/IT
• Translate business needs into CRM requirements and workflows
• Provide guidance to CRM administrators on user experience and process improvements

Education and Experience:

• CRM platform expertise (MS Dynamics preferred)
• Strong understanding of sales + marketing processes
• Data analysis and reporting awareness

• Training, documentation, and communication skills

• Ability to manage multiple projects and stakeholders

Preferred Qualifications:

• 5-8 years of experience in CRM management, operations, or related roles
• Hands-on experience with Microsoft Dynamics CRM, Sales Hub
• Experience integrating CRM systems with marketing automation platforms (e.g., HubSpot, Marketo, Pardot)
• Strong understanding of lead lifecycle management (MQL 12 SQL 12 Opportunity)
• Familiarity with lead scoring, routing, and campaign attribution
• Strong understanding of sales processes and CRM-driven workflows
• Experience developing SOPs, training programs, and user documentation
• Proven ability to manage data quality and governance initiatives
• Excellent communication skills with the ability to work cross-functionally

Physical Job Requirements:

• Frequently remains in a stationary position and occasionally moves about the office or worksite to access files, supplies, or attend meetings.
• Frequently uses hands and fingers to operate office equipment such as a keyboard, mouse, telephone, and other standard office tools.
• Must be able to visually assess information on screens, documents, and reports.
• Frequently reads, interprets, and analyzes written and visual information.
• Occasionally lifts or moves items up to [10-15] pounds (e.g., files, laptop, meeting materials).
• Must be able to effectively communicate information and ideas in person, via video conference, and through written communication.
• Works primarily in an office or remote office environment with standard business equipment.
• May require extended periods of screen time.
• May occasionally be required to attend meetings or events outside of normal workspace or business hours.

Reports To: Senior Manager of Marketing Operations

Sr. Manager, Marketing Operations

Environment: This role may be either remote or at an office location. Employees may work from their home office and regularly collaborate with colleagues across various company sites during normal or extended business hours, as needed. Office-based work depends on an employee's proximity to an Infinite facility and may be determined by management. Travel is part of this role's responsibilities, including customer visits, supplier meetings, industry conferences, and internal gatherings.

Accommodation:

Candidates for the position should be able to perform essential job duties in the described work environment with or without accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.