Role Overview The CRM Manager is a hands-on management role responsible for owning, administering, and continuously improving the CRM ecosystem for the Marine. Max Superyacht Division. This role serves as the primary owner of Hub. Spot CRM while actively driving the consolidation and retirement of legacy Microsoft Dynamics CRM systems. The CRM Manager collaborates closely with Sales, Marketing, Commercial, Development, and BI stakeholders to ensure CRM design decisions support long-term business needs. The role has the authority to approve or decline CRM requests based on platform integrity, scalability, and overall business benefit. This position balances day-to-day CRM administration with vendor coordination, project execution, and stakeholder support, and will evolve to include direct people management as the CRM team grows. Key Responsibilities CRM Platform Ownership & Administration (˜50%) - Own day-to-day administration of Hub. Spot CRM, including user management, workflows, automation, data models, and configurations. - Maintain and support legacy Microsoft Dynamics CRM systems during the transition period. - Ensure CRM platforms are stable, scalable, and aligned with defined business processes. - Provide hands-on troubleshooting, configuration updates, and system support. - Support CRM launches, major updates, and post-launch stabilization, including after-hours support when required. CRM Consolidation & Transition Leadership - Actively drive the consolidation strategy from Microsoft Dynamics to Hub. Spot. - Coordinate migration-related initiatives while maintaining business continuity. - Partner with stakeholders to define future-state CRM processes and data structures. - Identify and reduce system overlap, technical debt, and process redundancy. - Ensure documentation and change management support CRM adoption. Vendor & Project Coordination (˜25%) - Coordinate CRM agencies, implementation partners, and external vendors supporting configuration, development, and integrations. - Translate business requirements into clear, actionable requirements for vendors and development teams. - Track CRM-related initiatives, timelines, and deliverables. - Ensure vendor work aligns with CRM standards, roadmap, and consolidation goals. - Escalate issues and manage dependencies across internal and external teams. Stakeholder Collaboration & Decision Support (˜25%) - Collaborate with Sales, Marketing, and Commercial stakeholders to evaluate CRM requests and enhancements. - Approve or decline CRM requests based on overall platform design, scalability, and business value. - Serve as the primary CRM point of contact for day-to-day questions and support. - Partner with BI and Development teams to support reporting, integrations, and data accuracy. - Provide leadership with visibility into CRM status, risks, and upcoming initiatives. Data Quality & Governance - Enforce CRM data quality standards, validation rules, and best practices. - Support data hygiene initiatives including deduplication and cleanup. - Ensure CRM usage aligns with data privacy and compliance requirements. - Maintain CRM documentation, configuration records, and process guidelines. Training & Enablement - Deliver CRM training and ongoing support for users. - Create and maintain user guides, training materials, and internal documentation. - Support adoption by helping teams effectively use CRM tools and workflows. Team Growth (Future) - Prepare to manage a CRM Project Manager as the team expands. - Support onboarding and knowledge transfer for future CRM hires. Required Qualifications - 3-6 years of experience in CRM administration or related roles. - Strong hands-on experience with Hub. Spot CRM. - Experience supporting Microsoft Dynamics CRM in a production environment. - Experience coordinating with external vendors or agencies. - Strong understanding of CRM workflows, data models, and automation. - Ability to balance operational work with project coordination. - Clear communication skills with both technical and non-technical stakeholders.