CRM Manager

Description

The CRM Manager is responsible for maximizing revenue growth through the strategic management, optimization, and administration of the company's AI-powered customer engagement and business management platforms, including HubSpot, Shimzy, Zenoti, Shopify, and future technology solutions.

This role serves as the primary owner of all CRM and related business systems, ensuring platform effectiveness, data integrity, user adoption, security, reporting, and process automation. The CRM Manager partners closely with Sales, Marketing, Finance, Operations, Guest Services, and Executive Leadership to drive customer acquisition, retention, engagement, and operational efficiency.

In addition to technology ownership, this position may oversee customer-facing teams, depending on the candidate's experience and organizational needs.

Essential Duties & Responsibilities

• Serve as the primary administrator and owner of HubSpot, Shimzy, Zenoti, Shopify, and other business-critical platforms.
• Manage system setup, configuration, customization, integrations, enhancements, and ongoing optimization.
• Develop and maintain automated workflows that improve lead generation, conversion, customer retention, and operational efficiency.
• Evaluate and implement AI-powered tools and technologies to support business growth initiatives.
• Maintain system security, user access controls, permissions, and governance standards.
• Act as the internal subject matter expert for all CRM and revenue systems
• Partner with executive leadership to develop CRM strategies that support sales growth and customer retention.
• Monitor lead flow, conversion metrics, customer lifecycle performance, and revenue-generating activities.
• Develop dashboards, reports, and KPIs to support data-driven decision-making.
• Identify opportunities to improve customer engagement through automation, segmentation, and personalized marketing initiatives.
• Support promotional campaigns, membership programs, admissions initiatives, and sales efforts through effective system utilization.
• Provide technical support and troubleshooting for CRM and POS systems.
• Manage user roles, permissions, and access requests.
• Coordinate with software vendors to resolve issues and implement enhancements.
• Collaborate with Finance, Marketing, Sales, Operations, Guest Services, and Executive Leadership teams.
• Lead projects involving system upgrades, integrations, and business process optimization.
• Directly manage assigned customer-facing teams, which may include Guest Services, Admissions, and Pro Sales
• Establish performance expectations and accountability measures.

Required Qualifications

• 2-5 years of CRM and POS software experience.
• 2-5 years of proven sales or revenue-generating experience.
• Experience administering CRM platforms, customer management systems, or similar business applications.
• Demonstrated ability to manage multiple priorities in a fast-paced environment.
• Strong analytical, organizational, and problem-solving skills.
• Tech-savvy with the ability to self-start, self-learn, and self-troubleshoot.
• Experience collaborating across multiple departments
• Knowledge of customer journey management, lead conversion, retention strategies, and revenue optimization.
• Strong communication and interpersonal skills.
• Well-developed planning and organizational abilities.
• Hospitality experience in a luxury or five-star environment preferred.
• Ability to sit and stand for extended periods throughout the day.
• Ability to occasionally lift and carry office materials as needed.

Preferred Qualifications

• Experience with HubSpot, Shopify, Zenoti, Shimzy, or similar CRM/POS platforms.
• Experience leading teams, projects, or operational initiatives.
• Experience with marketing automation and customer segmentation.
• Bachelor's degree in Business, Marketing, Hospitality, Information Systems, or a related field preferred.
• HubSpot certification or similar CRM certifications preferred.