CRM Operations Manager

CRM Operations Manager will be responsible for the vision, strategy, and day-to-day management of Company’s Salesforce Customer Relationship Management platform. They will function as the bridge between business stakeholders and technical teams - owning platform governance, functionality, data integrity, and user adoption. They will collaborate closely with Sales, Marketing, Operations, CRM data, and IT teams to enable data-driven decision making and seamless customer experience. They will manage the end-to-end CRM lifecycle: from segmentation and automation to reporting and optimization - to drive customer engagement, retention, and revenue growth.

Key Responsibilities

CRM Strategy, Governance, and Execution

• Primary business owner for Salesforce CRM platform, ensuring it meets evolving business needs.

• Own Salesforce platform strategy and long-term roadmap.

• Develop, implement, and optimize Salesforce programs to drive customer engagement, retention, and loyalty.

• Manage campaign planning, segmentation, automation, and testing.

• Establish governance frameworks, user policies, and data standards.

• Manage vendor relationships, license renewals, and system budgets.

Data Management & Insights

• Own Salesforce data quality, consistency, and compliance with data privacy laws.

• Define data models, workflows, and automation rules.

• Partner with analytics teams to define key metrics and reports on performance and help develop accurate dashboards and reporting.

• Maintain alignment between Salesforce data and external systems (e.g. Power BI, ERP)

Platform and Tools

• Own the Salesforce platform ensuring smooth operations, integration, and optimization.

• Recommend new Salesforce tools or features to enhance capabilities and efficiency.

• Manage system upgrades, feature rollouts, and integrations with other business tools.

Stakeholder and User Management

• Act as the key liaison between technical teams and end users.

• Drive user adoption through training, documentation, and best practices.

Continuous Improvement & Innovation

• Evaluate new features, apps, and integrations to improve CRM efficiency and capability.

• Identify opportunities to automate workflows and streamline business processes.

• Stay up to date on CRM best practices, emerging technologies, and platform releases.

Requirements

Education: Bachelor’s degree in business, Marketing, or related field.

Technical Experience

• 4-6 years of Salesforce experience, including platform ownership.

• Hands-on expertise with Salesforce and marketing automation tools.

• Familiarity with HTML, SQL, or data visualization tools (Power BI) is a plus.

• Passionate about customer experience and lifecycle optimization.

Other skills

• Comfortable balancing strategy and execution in a fast-paced environment.

• Strong sense of ownership and accountability.

• Strong analytical skills with the ability to interpret and act on data insights.

• Excellent communication and project management abilities.

• Detail-oriented and data-driven problem solver.