CRM Manager

CRM Manager

9Rooftops is seeking a CRM Manager to lead CRM strategy, architecture, and email marketing execution across a portfolio of national and regional clients. This role is ideal for a CRM professional who combines hands-on execution with strategic ownership — someone who can architect and structure CRM systems thoughtfully, guide technical resources, and serve as a trusted subject matter expert in front of senior client stakeholders.

The CRM Manager will serve as the primary point of contact for CRM-related client requests, overseeing campaign execution, database architecture, lead generation workflows, and marketing automation efforts across multiple CRM platforms — with a strong emphasis on Salesforce. Success in this role requires strategic thinking, strong organization, agency experience, and the confidence to lead CRM direction rather than simply execute tickets as they come in.

Key Responsibilities

Client Management & Collaboration

• Serve as a day-to-day CRM contact for assigned client accounts, presenting as a confident subject matter expert to senior client leadership.
• Participate in client meetings and translate business needs into actionable CRM and email marketing initiatives.
• Manage incoming CRM, email marketing, and marketing automation requests across multiple clients and projects.
• Build and maintain strong client relationships through proactive communication, reliable execution, and strategic recommendations.
• Collaborate cross-functionally across internal teams rather than operating as a siloed function.

CRM Architecture & Strategic Direction

• Own CRM database architecture and structure, including field governance and data model decisions that prevent unmanaged, overbuilt instances.
• Guide and direct technical/development resources (including outside Salesforce development partners) on structure, feasibility, and best practice.
• Proactively identify and recommend the next tools, integrations, or approaches to evolve the CRM function — rather than waiting for requests.
• Help build and grow CRM as a functional discipline within the agency, including future process and resourcing decisions.

CRM & Email Marketing Execution

• Develop, build, schedule, test, and deploy email marketing campaigns.
• Manage email content calendars and campaign execution timelines.
• Ensure email campaigns align with client brand standards, messaging, tone, and calls-to-action.
• Work directly with internal Design and Development teams to ensure email templates meet current compatibility and technical requirements.
• Coordinate campaign reviews, approval workflows, and quality assurance processes.
• Lead segmentation, personalization, and audience targeting strategy.

CRM Administration & Marketing Automation

• Manage and maintain CRM platforms, including database administration, lead management, and campaign setup.
• Build and maintain forms, workflows, and lead capture processes.
• Ensure CRM data integrity through ongoing database maintenance, quality control, and architectural oversight.
• Support user training and CRM adoption efforts when needed.
• Troubleshoot campaign and platform issues while collaborating with internal teams and vendor partners.

Performance & Optimization

• Monitor campaign performance and provide reporting insights and strategic recommendations to clients and internal teams.
• Identify opportunities to improve engagement, lead generation, and email marketing effectiveness.
• Recommend process improvements and best practices to enhance CRM operations and campaign execution.

Required & Preferred CRM Platforms

Required: Salesforce / Salesforce Marketing Cloud experience.

Preferred (one or more):

• Zoho CRM
• Splash
• Other CRM and marketing automation platforms

Qualifications

• 4+ years of CRM, email marketing, or marketing automation experience.
• Salesforce or Salesforce Marketing Cloud experience required.
• Agency experience required.
• Demonstrated experience with CRM database architecture and strategy — able to speak to specific, concrete examples of systems built or structured, not just familiarity with concepts.
• Proven experience managing multiple client accounts and competing priorities simultaneously.
• Hands-on experience building and deploying email marketing campaigns.
• Experience managing CRM databases, forms, workflows, and lead generation processes.
• Experience guiding or directing technical resources (internal or vendor) on CRM build-out.
• Ability to learn and navigate multiple CRM platforms quickly.
• Strong project management and organizational skills.
• Excellent communication and executive-level, client-facing presence.
• High attention to detail and commitment to quality.
• Self-starter who can quickly acclimate and contribute with minimal ramp-up time.

Ideal Candidate Profile

The successful candidate is someone who:

• Thrives in a fast-paced agency environment.
• Enjoys both client interaction and hands-on execution, and can move fluidly between strategy and technical detail.
• Can hit the ground running and manage multiple projects simultaneously.
• Is naturally curious and committed to continuous learning.
• Takes ownership of work and consistently looks for ways to improve processes and outcomes — proactively, not reactively.
• Brings energy, adaptability, and a strong sense of accountability to client relationships.
• Is comfortable leading and directing others, including technical resources, even without formal management experience.

The base salary for this position is $70,000, with the potential for up to an additional 25% if the applicant hired has additional related qualifications. Eastport Holdings offers a competitive benefits package including medical, dental, vision, life and disability coverage, HSA employer contributions, flexible spending accounts, employee assistance resources, paid time off, paid parental leave, and voluntary benefits designed to support your overall well-being.