Job Overview
The position calls for an experienced CRM Specialist to manage and enhance the client’s customer journey, CRM infrastructure, and lead management processes. The ideal candidate will excel at the intersection of customer engagement, marketing automation, and technical CRM operations. Responsibilities include ensuring leads are accurately captured, tracked, and nurtured through the funnel, while optimising automations, reporting, and communication triggers.
In close collaboration with operations, marketing, and development teams, the specialist will oversee the seamless functioning of HubSpot and integrated platforms such as Zenoti, WordPress, and RingCentral. The primary objective is to transform one-time customers into repeat clients by preventing lead drop-offs, refining funnels for both self-booking and sales-driven flows, and leveraging data to inform smarter marketing and operational strategies.
Core Responsibilities
- CRM Management: Oversee and enhance the HubSpot CRM system, including integrations with Zenoti, WordPress, and other connected platforms.
- Lead Management: Ensure accurate lead capture, segmentation, and nurturing throughout the funnel, while identifying and resolving potential gaps to prevent lead loss.
- Automation & Triggers: Develop, test, and maintain marketing automations, drip campaigns, and SMS/email triggers to support higher conversion and retention rates.
- A/B Testing & Optimisation: Conduct experiments on subject lines, campaign flows, and customer triggers to refine engagement strategies.
- Reporting & Analytics: Create and manage reports and dashboards to monitor conversions, campaign performance, and customer behaviour, while proactively identifying and addressing issues.
- Cross-Functional Collaboration: Work closely with operations, marketing, and development teams to ensure smooth data flow, campaign delivery, and system reliability.
- Problem-Solving: Demonstrate initiative in identifying technical challenges or opportunities for improvement and implement effective solutions independently.
Skills & Requirements
- CRM: 3–4 years of professional experience
- HubSpot: 3–4 years of hands-on expertise
- A minimum of 3 years’ experience in CRM management, with a strong emphasis on HubSpot (mandatory).
- Solid technical knowledge of CRM integrations, workflows, and list management.
- Proven track record in setting up and troubleshooting automations, integrations, reporting systems, and lead segmentation.
- Background in service-based or operationally complex environments.
- Demonstrated capability in managing both automated and sales-driven funnels.
- Availability to work 9am–5pm EST, Monday through Friday.
- Strong communication skills, proactive work ethic, and the ability to operate independently with a high sense of ownership.
- Analytical approach with the ability to identify trends and translate data into actionable decisions.
- Desirable: experience in healthcare or related sectors.