CRM Business Operations Manager

Franklin University • Columbus, OH

1d

About The Position

Franklin University is seeking a detail-oriented and execution-focused CRM Business Operations Manager to support the day-to-day administration of Franklin’s CRM environment, with an emphasis on HubSpot configuration, operational support, lead management, campaign execution, and data quality. This role supports CRM processes that enable enrollment, partnership development, and learner engagement across key business areas, including Allied Health, Teacher Education, Nursing, and Franklin Works. The manager will help ensure leads are accurately captured, routed, and progressed through defined workflows and lifecycle stages. This is a hands-on, operational role focused on maintaining CRM functionality, supporting users, improving data accuracy, and helping teams use the CRM consistently and effectively. The position will contribute to ongoing system improvements, process documentation, and reliable reporting for business decision-making.

Requirements

• Bachelor’s degree or equivalent combination of education and experience
• 1–3 years of experience in CRM administration, marketing operations, business operations, enrollment operations, or a related field
• Experience working within a CRM platform; hands-on HubSpot experience strongly preferred
• Strong attention to detail and commitment to data accuracy
• Effective communication, organization, documentation, and follow-through skills
• Ability to support users, troubleshoot process issues, and work collaboratively across teams

Nice To Haves

• Experience supporting lead management, campaign execution, or enrollment-related workflows
• Familiarity with CRM workflows, lifecycle stages, reporting, dashboards, lists, and data management practices
• Exposure to system integrations, data imports/exports, user permissions, or CRM governance practices
• Experience in higher education, enrollment, workforce partnerships, business development, or partnership-driven environments
• HubSpot certifications or demonstrated experience administering HubSpot tools

Responsibilities

• Operational CRM administration, HubSpot support, lead workflow execution, user support, data quality, reporting support, and process governance.
• Support daily administration of the CRM platform, including contact records, company records, lists, workflows, lifecycle stages, and related CRM configuration needs.
• Maintain data accuracy, consistency, system usability, and adherence to CRM standards across teams.
• Support user setup, seat/access coordination, roles, and permissions in alignment with internal governance standards.
• Assist with troubleshooting user issues and coordinating resolution with internal technical or vendor support resources as needed.
• Maintain CRM documentation, naming conventions, lifecycle-stage definitions, and basic governance practices to support consistent usage across teams.
• Monitor inbound lead flow and ensure accurate routing based on approved business rules, lead sources, program areas, and partner needs.
• Maintain and update workflows, lists, routing rules, lead statuses, and pipeline-related data fields to support lead progression through the funnel.
• Identify and flag process gaps, data inconsistencies, or workflow issues that affect lead handling, follow-up, or reporting clarity.
• Assist with execution of CRM-enabled campaigns, including emails, forms, landing pages, lists, workflow triggers, and basic campaign tracking.
• Perform quality checks on forms, workflows, routing rules, lists, reports, and campaign assets before launch or major updates.
• Support campaign setup and alignment to reporting needs so teams can understand source, engagement, lead movement, and follow-up activity.
• Maintain high standards of CRM data quality, completeness, consistency, and usability.
• Support development and maintenance of reports, dashboards, views, and lists used by business development, enrollment, marketing, and partnership teams.
• Assist with recurring and ad hoc reporting requests by ensuring data definitions, fields, and lifecycle stages are used consistently.
• Support light data stewardship activities, including duplicate review, field cleanup, list hygiene, and documentation of approved data practices.
• Support CRM data flows, imports, exports, and coordination with technical teams on integrations and system enhancements.
• Assist in identifying opportunities to improve workflows, data processes, system usage, user adoption, and operational efficiency.
• Participate in CRM updates, enhancements, testing, and process improvements as the HubSpot environment matures.
• Partner with business development, marketing, enrollment, academic, and operational teams to support CRM-related needs.
• Provide guidance and support to CRM users to promote adoption, consistent usage, and reliable business processes.
• Collaborate with internal stakeholders to ensure alignment across systems, teams, data definitions, and reporting expectations.

Benefits

• Competitive benefits package
• Incentive program
• Free parking
• Free undergraduate tuition for employees and immediate family members
• Graduate tuition assistance for full-time employees and immediate family members
• Discount on doctoral tuition for employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree