Customer Relationship Management Manager

Our client, a leading international consulting firm, is seeking a dynamic and strategic CRM Manager to oversee and optimize the firm’s CRM, ERM, and relationship intelligence systems. In this pivotal role, you will serve as the key driver of the firm’s CRM technology strategy, ensuring it aligns with broader marketing and growth objectives. Your expertise will enable the firm to leverage data insights and emerging technologies, including AI and automation, to enhance client relationships, operational efficiency, and decision-making. This position is hybrid, 3 days onsite in Boston, MA - eligible candidates must be located in the Boston area.

Compensation: $100,000–$120,000 , bonus eligible*

*These salary numbers are not guaranteed, and take into account experience level, qualifications, and internal equity – potential offer may be outside of this range*

Responsibilities:

• Lead the development and management of the CRM, ERM, and relationship intelligence platform roadmaps, ensuring continuous enhancement aligned with strategic goals.
• Manage the daily operations of CRM systems, translating marketing strategies into functional workflows and system capabilities.
• Establish and uphold data governance standards, including data quality controls, stewardship roles, taxonomies, and business rules.
• Act as the primary liaison for senior stakeholders, collaborating closely with marketing, IT, and external vendors to identify needs and implement solutions.
• Coordinate regular review sessions to gather feedback, identify pain points, and prioritize system improvements and upgrades.
• Construct detailed project requirements and explore vendor options to address system gaps and improve performance.
• Detect and resolve data quality issues by collaborating with data coordinators and marketing specialists.
• Design and generate reports and dashboards that offer actionable insights, support relationships, and reveal cross-sell opportunities.
• Seek out opportunities to incorporate AI and automation tools into CRM workflows to optimize data accuracy and reporting efficiency.
• Oversee user testing, training initiatives, and support documentation to promote system adoption across teams.
• Manage the ERM platform, identifying opportunities to extend its usability and develop customized dashboards for business growth.
• Deliver regular updates on system features and enhancements; engage in cross-departmental and vendor discussions.

Requirements:

• Bachelor’s degree in Marketing, Business, Information Systems, or a related discipline.
• Minimum of 6–8 years of comprehensive experience managing CRM systems within a professional services environment.
• Proven track record of overseeing CRM platforms from inception to execution, including roadmap planning, stakeholder engagement, and data governance.
• Advanced skills in CRM and ERM tools, with proficiency in data integration, reporting, and workflow design.
• Experience in implementing data governance standards and best practices across interconnected systems.
• Strong capabilities in creating reports and dashboards using tools like Power BI or similar platforms.
• Familiarity with AI and automation technologies to improve data workflows and reporting processes.
• Excellent communication skills, with the ability to articulate complex technical concepts to non-technical audiences.
• Demonstrated ability to manage multiple high-stakes projects independently.
• Knowledge of data governance frameworks and industry best practices.
• A collaborative mindset with strong interpersonal skills, promoting inclusive teamwork across varying organizational levels.

Our Commitment to Inclusion & Belonging:

The Hollister Group is an equal opportunity employer. We welcome and encourage applications from people who are under-represented in their respective occupation or position.