CRM Operations Manager: HubSpot Strategy & Enablement

Miami Dolphins and Hard Rock Stadium; Miami Gardens (FL); Presencial; USD 90.000 - 140.000; Jornada completa

Descripción de la vacante

Ross Sports & Entertainment seeks a Manager, CRM Operations to lead HubSpot CRM strategy, governance, and execution across sales and service teams at Hard Rock Stadium in Miami Gardens, FL. You’ll own platform configuration, data quality, integrations, and reporting to drive revenue and customer service improvements.

The role blends technical CRM expertise with leadership, partnering with Sales, Service, and Marketing Ops to align campaigns, pipelines, and go-to-market initiatives.

Formación

• Bachelor's degree in Business, Marketing, Information Systems, or related field, or equivalent professional experience.
• Four or more years of experience in CRM administration, CRM operations, or a related field.
• Hands-on experience administering HubSpot, Microsoft Dynamics 365, Salesforce, or another enterprise CRM platform.
• Experience managing employees or formally leading teams, projects, or operational workstreams is preferred.
• Strong understanding of CRM data architecture, relational data concepts, record associations, imports, and system integrations.
• Strong analytical, problem-solving, and process improvement skills.
• Excellent communication, collaboration, project management, and organizational skills.
• Ability to translate business requirements into effective technical solutions and explain complex concepts to non-technical stakeholders.
• Ability to manage multiple priorities with strong attention to detail, accuracy, and deadlines.
• Experience with HubSpot Sales Hub and Service Hub, APIs, custom objects, programmable automation, SQL, or business intelligence tools is preferred.
• Experience in professional sports, live events, entertainment, hospitality, membership, or another consumer-focused industry is a plus.
• Ability to work flexible hours, including occasional evenings, weekends, and holidays, as needed to support business operations and events.

Responsabilidades

• Own the strategy, administration, governance, and continuous improvement of HubSpot CRM, including Sales Hub and Service Hub.
• Develop and maintain scalable CRM standards for pipelines, stages, properties, workflows, record associations, permissions, reporting, and documentation.
• Oversee CRM system architecture, configuration, integrations, and enhancements to support evolving business needs.
• Manage CRM projects from requirements gathering and solution design through testing, deployment, training, and ongoing support.
• Stay current on HubSpot capabilities, emerging technologies, and opportunities to enhance CRM functionality and operational efficiency.
• Identify and evaluate opportunities to leverage AI, automation, and other technologies to improve sales and service processes.
• Lead, develop, and establish priorities for the CRM Coordinators responsible for sales and service CRM project execution.
• Provide coaching, guidance, and quality control to ensure consistent execution and delivery of CRM initiatives.
• Oversee user support, platform training, access management, documentation, and change communication for Sales and Service teams.
• Monitor user adoption and process compliance, identifying opportunities for additional training, process improvements, and system enhancements.
• Foster a collaborative, service-oriented team environment focused on accountability, accuracy, and continuous improvement.
• Partner with sales and service leaders on strategy, execution, and development of go-to-market campaigns, including major product launches, renewals, and on-sale events.
• Work with sales leadership to improve lead intake, qualification, prioritization, routing, pipeline management, forecasting, and sales activity processes.
• Partner with service leadership to manage Help Desk operations, ticket routing, service workflows, service-level agreements (SLAs), escalation processes, customer feedback, and service reporting.
• Ensure CRM records are accurately structured, maintained, and associated to support effective sales and service execution.
• Monitor CRM data quality and reporting accuracy, leading improvements where gaps or inconsistencies are identified.
• Serve as a strategic thought partner to sales and service leadership, using CRM insights and operational data to identify opportunities and improve business performance.

Conocimientos

CRM administration

Data architecture

Analytical thinking

Project management

Communication

Educación

Bachelor's degree in Business, Marketing, Information Systems, or related field

Herramientas

HubSpot

Microsoft Dynamics 365

Salesforce

Descripción del empleo

Ross Sports & Entertainment seeks a Manager, CRM Operations to lead HubSpot CRM strategy, governance, and execution across sales and service teams at Hard Rock Stadium in Miami Gardens, FL. You’ll own platform configuration, data quality, integrations, and reporting to drive revenue and customer service improvements.

The role blends technical CRM expertise with leadership, partnering with Sales, Service, and Marketing Ops to align campaigns, pipelines, and go-to-market initiatives.