Manager, CRM & Marketing Operations

Assa Abloy Entrance Systems; Chennai District; Hybrid; INR 2,000,000 - 3,200,000; Full time

Job summary

HID Global is seeking a Manager, CRM and Marketing Operations to build and scale an offshore delivery organization supporting CRM and marketing technology platforms in a hybrid Chennai setting.

The role emphasizes people leadership, offshore execution, and a continuous improvement mindset to modernize the commercial technology ecosystem and accelerate speed-to-lead across global Sales and Marketing teams.

Qualifications

• Experience leading offshore CRM/Marketing Ops delivery teams.
• Strong understanding of Salesforce CRM, Marketing Cloud/Marketo, Wrike and Tableau.
• Proven track record in Agile delivery, governance, security and DevOps practices.

Responsibilities

• Lead offshore CRM/MarTech delivery and establish standardized operating procedures.
• Build repeatable processes with SLAs and metrics to improve quality and efficiency.
• Drive governance, QA, and continuous improvement initiatives including automation.

Skills

People leadership

Agile delivery

MarTech knowledge

Stakeholder engagement

Continuous improvement

Tools

Salesforce CRM

Salesforce Marketing Cloud/Marketo

Wrike

Tableau

Web development

Job description

Job Summary

An Amazing Career Opportunity for Manager, CRM & Marketing Operations

Location: Chennai, India (Hybrid)

Profile Summary

HID Global is seeking a Manager, CRM and Marketing Operations to lead and scale our offshore CRM and Marketing Technology delivery organization. This role is critical to accelerating the productivity, quality, and effectiveness of our global operations model while enabling the broader CRM & Marketing Operations organization to scale efficiently.

This leader will build a high-performing organization responsible for the day-to-day delivery, optimization, and operational support of key platforms including Salesforce CRM, Salesforce Marketing Cloud/Marketo, Web Development, Wrike, Tableau, and related marketing technologies. The manager will develop a center of excellence that enables the U.S. team to focus on strategic initiatives, business transformation, architecture, stakeholder engagement, and innovation while the offshore team becomes the trusted execution engine supporting global Sales and Marketing operations.

The ideal candidate combines strong people leadership, technical understanding of sales & marketing technologies, Agile delivery expertise, operational discipline, and a continuous improvement mindset. This position is a key enabler of HID's long-term strategy to modernize its commercial technology ecosystem, accelerate Speed-to-Lead, and create a highly efficient, globally integrated Sales and Marketing operations function

Qualifications

The individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties and Responsibilities include and are not limited to the following

• This role builds and scales the offshore CRM and Marketing Operations organization working closely with US CoE team leads
• Lead operational offshore delivery & support across core CRM and Marketing tech stack; Establish standardized operating procedures across all supported platforms.
• Build repeatable processes that improve quality and consistency. Create Service Level Agreements (SLAs) and operational metrics.
• Establish best practices in configuration, architecture, DevOps, and security.
• Leverage Agile delivery methodology and help run scrum meetings and plan work execution and overall development strategy.

Primary Duties

People Leadership - Build and Scale offshore CRM & Marketing Operations organization

• • Coach and mentor team members.
  • Conduct performance management.
  • Identify training and development opportunities.
  • Build technical capabilities across multiple MarTech platforms.
  • Promote collaboration and knowledge sharing.
  • Drive offshore employee engagement and retention.
  • Foster a culture of accountability, ownership, customer service, and continuous improvement.
  • Develop staffing models that support business growth while improving operational efficiency.

CRM and Marketing Technology Operations Lead operational support across CRM and MarTech platforms:

• Salesforce CRM: user administration, configuration support, lead and opportunity processes, data quality, workflow execution, and release coordination with IT.
• Salesforce Marketing Cloud / Marketo: campaign execution, email deployment, journey support, segmentation, landing pages, forms, data sync, and marketing automation support.
• Web Development: content publishing, component updates, landing pages, forms, SEO support, performance optimization, QA testing, and campaign implementation.
• Wrike: project administration, workflow optimization, request intake, resource planning, dashboard maintenance, and process automation.
• Tableau: dashboard support, report maintenance, data validation, KPI monitoring, and executive reporting support.
• Implement governance and quality assurance processes.
• Drive continuous improvement initiatives (leveraging AI for example) that reduce manual work through automation.
• Develop documentation and knowledge management practices.