Manager, CRM Operations

Miami Dolphins and Hard Rock Stadium•Miami Gardens, FL

3d•Onsite

About The Position

The Manager, CRM Operations leads the strategy, administration, governance, and continuous improvement of CRM systems and processes supporting sales and service operations across Ross Sports & Entertainment properties. As the primary business owner for HubSpot Sales Hub and Service Hub, the Manager oversees platform functionality and configuration, data quality, integrations, reporting, user adoption, and scalable processes that support revenue generation and customer service. This role directly leads the CRM team responsible for day-to-day sales and service CRM execution, setting priorities, coaching team members, and ensuring reliable, efficient, and scalable delivery. The Manager partners with sales and service leadership on go-to-market strategies, campaign execution, pipeline management, forecasting, and customer service operations, and works with the Marketing Operations Manager to connect marketing engagement and lead generation with sales activity, customer interactions, and revenue outcomes. The position is based onsite at Hard Rock Stadium in Miami Gardens, Florida, and may require flexible hours, including occasional evenings, weekends, and holidays, to support business operations and events.

Requirements

Bachelor's degree in Business, Marketing, Information Systems, or a related field, or equivalent professional experience.
Four or more years of experience in CRM administration, CRM operations, or a related field.
Hands-on experience administering HubSpot, Microsoft Dynamics 365, Salesforce, or another enterprise CRM platform.
Strong understanding of CRM data architecture, relational data concepts, record associations, imports, and system integrations.
Strong analytical, problem-solving, and process improvement skills.
Excellent communication, collaboration, project management, and organizational skills.
Ability to translate business requirements into effective technical solutions and explain complex concepts to non-technical stakeholders.
Ability to manage multiple priorities with strong attention to detail, accuracy, and deadlines.
Ability to work flexible hours, including occasional evenings, weekends, and holidays, as needed to support business operations and events.

Nice To Haves

Experience managing employees or formally leading teams, projects, or operational workstreams.
Experience with HubSpot Sales Hub and Service Hub, APIs, custom objects, programmable automation, SQL, or business intelligence tools.
Experience in professional sports, live events, entertainment, hospitality, membership, or another consumer-focused industry.

Responsibilities

Own the strategy, administration, governance, and continuous improvement of HubSpot CRM, including Sales Hub and Service Hub.
Develop and maintain scalable CRM standards for pipelines, stages, properties, workflows, record associations, permissions, reporting, and documentation.
Oversee CRM architecture, configuration, integrations, and enhancements to support evolving business needs.
Manage CRM projects from requirements gathering and solution design through testing, deployment, training, and ongoing support.
Stay current on HubSpot capabilities and emerging technologies, and identify opportunities to improve functionality and operational efficiency.
Evaluate opportunities to use AI, automation, and other technologies to improve sales and service processes.
Lead, develop, and set priorities for CRM Coordinators responsible for sales and service CRM project execution.
Coach and guide the CRM team and provide quality control for CRM initiatives.
Oversee user support, platform training, access management, documentation, and change communication for Sales and Service teams.
Monitor user adoption and process compliance and identify training, process improvement, and system enhancement opportunities.
Foster a collaborative, service-oriented team environment focused on accountability, accuracy, and continuous improvement.
Partner with sales and service leaders on go-to-market campaigns, including major product launches, renewals, and on-sale events.
Work with sales leadership to improve lead intake, qualification, prioritization, routing, pipeline management, forecasting, and sales activity processes.
Partner with service leadership on Help Desk operations, ticket routing, service workflows, SLAs, escalation processes, customer feedback, and service reporting.
Ensure CRM records are accurately structured, maintained, and associated to support sales and service execution.
Monitor CRM data quality and reporting accuracy and lead improvements when gaps or inconsistencies are found.
Use CRM insights and operational data to advise sales and service leadership and identify opportunities to improve business performance.
Partner with the Marketing Operations Manager to establish effective handoffs among marketing campaigns, lead generation, sales processes, service interactions, and revenue attribution.
Collaborate with internal technology teams and external vendors to coordinate integrations, troubleshoot issues, and resolve platform challenges.
Work across departments and business lines to understand operational needs and develop CRM solutions that support organizational objectives.
Identify opportunities to streamline processes, improve data visibility, and align sales, marketing, and service functions.