CRM Manager

Essential Job Functions And Responsibilities

• Own the CRM, ERM, and relationship intelligence product roadmaps, enhancement backlog, and day-to-day prioritization ensuring alignment with broader marketing technology strategy, firm growth priorities, and user needs.
• Serve as the primary business owner for CRM platform management, translating broader marketing strategy into platform capabilities, workflows, and priorities in partnership with the Marketing Operations Manager.
• Establish and maintain a CRM data governance framework, including data standards, stewardship roles, taxonomies, business rules, sync controls, exception management, and ongoing quality monitoring.
• Act as the liaison between senior stakeholders and the broader Marketing Operations team, serving as the go-to partner for CRM systems and data strategy.
• Meet regularly with stakeholder groups to identify system needs and pain points; lead weekly CRM meetings and joint vendor/IT discussions.
• Develop and maintain product roadmaps covering leadership objectives, timelines, and system development priorities.
• Draft requirements documents for new development projects and explore viable vendor solutions to bridge system gaps.
• Identify data gaps and work with the Marketing Data Coordinator and Marketing & Campaign Specialist to prioritize and resolve data quality issues.
• Develop, document, and socialize data quality standards; contribute to team infrastructure through templates, systems, and processes others can use and learn from.
• Build custom reports and dashboards to support stakeholder initiatives and surface cross-sell opportunities or relationship intelligence signals.
• Identify and implement opportunities to leverage AI and automation within the CRM and data ecosystem to improve data quality, reporting, segmentation, and user workflows.
• Coordinate and conduct user system testing. This includes producing testing scripts, identifying appropriate testing groups, and developing a regression testing model for periodic system upgrades.
• Drive user adoption through proactive engagement, training programs, and support documentation.
• Manage and optimize the ERM solution (Introhive): identify opportunities to extend usability, uncover actionable business development trends, and develop custom reports and dashboards.
• Present periodic updates to the Marketing team on new system functionality and related processes; represent the team in cross-functional discussions and with external vendors.

Qualifications

• Bachelor’s degree in Marketing, Business, Information Systems, or a related field required.
• 6–8+ years of experience in CRM administration required, preferably in a professional services setting.
• Demonstrated experience owning CRM platforms end-to-day-to-end, including roadmap development, stakeholder management, and data governance.
• Proven ability to work independently on complex, multi-stakeholder projects and manage high-stakes initiatives end-to-end.
• Strong proficiency in CRM and ERM platforms, with experience in data synchronization, reporting, and workflow configuration required.
• Experience establishing and maintaining data governance standards and practices across integrated systems.
• Experience building reports and dashboards (e.g., Power BI or similar tools) to support business insights and decision-making.
• Experience applying AI or automation tools to improve data workflows, reporting, or business processes within CRM or marketing technology environments.
• Excellent communication and presentation skills, with the ability to translate technical concepts for non-technical audiences and engage confidently with senior stakeholders.
• Sound judgment and professionalism when engaging with senior consultants, vendors, and firm leadership.
• Experience with Power BI or other business intelligence and reporting tools.
• Knowledge of data governance frameworks and best practices.
• An inclusive and growth-oriented mindset, strong interpersonal skills, and an ability to work collaboratively across different teams and seniority levels throughout the firm.