CRM Manager

The CRM Manager serves as the primary business owner of the firm’s CRM, ERM, and relationship intelligence ecosystem. This role is responsible for translating marketing technology strategy into CRM platform capabilities, driving data governance, and surfacing actionable client intelligence in support of broader marketing and digital marketing initiatives. The CRM Manager acts as the bridge between strategy and execution — partnering with Marketing colleagues, practice leaders, IT, and technology vendors to ensure the CRM ecosystem delivers measurable business value and supports firm growth priorities.

The role also identifies and advances opportunities to leverage AI and emerging technologies to enhance CRM capabilities, data insights, and operational efficiency. The CRM Manager partners closely with the Marketing Operations Manager to align CRM priorities with broader systems strategy, cross-platform initiatives, and firmwide technology investments.

• Own the CRM, ERM, and relationship intelligence product roadmaps, enhancement backlog, and day-to-day prioritization ensuring alignment with broader marketing technology strategy, firm growth priorities, and user needs.
• Serve as the primary business owner for CRM platform management, translating broader marketing strategy into platform capabilities, workflows, and priorities in partnership with the Marketing Operations Manager.
• Establish andmaintaina CRM data governance framework, including data standards, stewardship roles, taxonomies, business rules, sync controls, exception management, and ongoing quality monitoring.
• Act as the liaison between senior stakeholders and the broader Marketing Operations team, serving as the go-to partner for CRM systems and data strategy.
• Meet regularly with stakeholder groups toidentifysystem needs and pain points;lead weekly CRM meetings and joint vendor/IT discussions.
• Develop andmaintainproduct roadmaps covering leadership objectives, timelines, and system development priorities.
• Draft requirementsdocumentsfor new development projects and exploreviablevendor solutions to bridge system gaps.
• Identifydata gaps and work with the Marketing Data Coordinator and Marketing & Campaign Specialist to prioritize and resolve data quality issues.
• Develop, document, and socialize data quality standards; contribute to team infrastructure through templates, systems, and processes others can use and learn from.
• Build custom reports and dashboards to support stakeholder initiatives and surface cross-sell opportunities or relationship intelligence signals.
• Identify and implement opportunities to leverage
  
  AI and automation within the CRM and data ecosystem to improve data quality, reporting, segmentation, and user workflows.
• Coordinate and conduct user system testing. This includes producing testing scripts, identifyingappropriate testinggroups, and developing a regression testing model for periodic system upgrades.
• Drive user adoption through proactive engagement, training programs, and support documentation.
• Manage andoptimizethe ERM solution (Introhive):identify opportunities to extend usability, uncover actionable business development trends, and develop custom reports and dashboards.
• Present periodic updates to the Marketing team on new system functionality and related processes; represent the team in cross-functional discussions and with external vendors.

• Bachelor’s degree in Marketing, Business, Information Systems, ora related field required.
• 6–8+ years of experience in CRM administration required, preferably in a professional services setting.
• Demonstrated experience owning CRM platforms end-to-end, including roadmap development, stakeholder management, and data governance.
• Proven ability to work independently on complex, multi-stakeholder projects and manage high-stakes initiatives end-to-end.
• Strongproficiencyin CRM and ERM platforms, with experience in data synchronization, reporting, and workflow configuration required.
• Experienceestablishingand maintaining data governance standards and practices across integrated systems.
• Experience building reports and dashboards (e.g., Power BI or…