CRM Specialist

The CRM Specialist will be the primary owner and expert for Doordrop Media\’s HubSpot CRM platform. This is a critical role which blends strategic oversight, hands-on execution and technical problem solving. The role will be responsible for meticulously maintaining data, strategically setting up and managing automations, and seeking to constantly optimise the platform\’s usage to drive sales, customer retention and enhance marketing and customer success efforts. The role will actively contribute to achieving our business and revenue goals through proactive management, user support, and contributing to key projects

CORE RESPONSIBILITIES

Platform Management & Maintenance:

• Serve as the primary administrator for the HubSpot portal, managing user access, security settings, configurations, and overall system health.
• Proactively research new HubSpot product developments, maintain and develop personal skills, and coach others internally on new features and best practices.
• Work through the HubSpot product tasks board, addressing and prioritising incoming task requests, bugs, and enhancement suggestions. We use Jira so familiarity with it would be a plus.
• Fix problems and troubleshoot issues as they arise within the platform, seeking solutions and applying them effectively.
• Undertake future-proofing activities, including diarising recurring maintenance tasks, creating clear documentation notes around workflow impacts, and documenting configurations to ensure sustainability.

Data Integrity & Management:

• Take full ownership of HubSpot data accuracy, consistency, and cleanliness.
• Manage data import and export processes, implement and oversee deduplication strategies, and establish robust data governance practices.
• Ensure the correct usage and ongoing maintenance of properties within HubSpot to capture relevant and accurate information.
• Perform regular data cleaning exercises and conduct ongoing reviews to maintain data quality.
• Execute monthly uploads of specific datasets, such as Deal data, ensuring accuracy and proper mapping.

Workflows, Sequences & Automation:

• Design, build, and optimize automated workflows and sequences across Marketing, Sales, and Service Hubs to streamline operations and guide prospects and customers through their journey.
• Maintain and update existing workflows and sequences to ensure they remain relevant and effective.
• Manage sequence control, understanding and documenting the impact on customer journeys and ensuring associated content (emails, tasks) is correct and up-to-date.
• Oversee and optimize chat workflows to improve lead capture and customer engagement.
• Actively contribute to and maintain documentation of customer journey mapping within the context of HubSpot automation.

Reporting & Optimisation:

• Create and maintain reports and user dashboards to track key performance indicators (KPIs) related to sales and business performance, pipeline health, marketing campaign effectiveness, service interactions, and overall platform usage.
• Analyse data from reports to identify trends, inefficiencies, and opportunities to optimize HubSpot configurations and processes specifically to improve sales effectiveness and accelerate revenue generation.
• Continuously evaluate how the business uses HubSpot and recommend improvements based on data analysis and user feedback.

User Management, Training & Support:

• Manage user accounts, roles, and permissions within HubSpot to ensure appropriate access levels.
• Provide training and ongoing coaching to internal teams on how to effectively use HubSpot features relevant to their roles, promoting best practices and increasing user adoption.
• Offer direct support to users, troubleshooting issues and providing guidance on platform usage.

Collaboration & External Liaison:

• Liaise effectively with the HubSpot Account Management team to stay informed about platform developments and seek support in solution finding for complex issues or strategic objectives.
• Support internal teams, such as Relish, in ongoing enhancements and developments within HubSpot.
• Share knowledge and provide advice to Central Marketing or other departments to help find HubSpot-based solutions that support wider business needs.
• Brief lengthy and complex development or customization tasks to external partners, providing necessary context and validating completed work.

Integrations & Project Work:

• Manage existing integrations and set up new connections between HubSpot and other critical business applications to ensure seamless data flow and connected processes.
• Actively participate in or lead specific HubSpot-related projects

REQUIRED KNOWLEDGE & SKILLS

• Solid understanding of CRM principles and best practices.
• Experience in data management and ensuring data quality within a CRM.
• Demonstrated ability to create and optimize automated workflows.
• Experience building reports and analysing data to derive actionable insights.
• Strong problem-solving skills and attention to detail.
• Excellent communication and interpersonal skills, with the ability to effectively train and support users at various technical levels.
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Ability to adapt to changing business requirements
• Knowledge of marketing automation concepts
• Strong project management skills
• Continuous learner – interested and keeps up to date with HubSpot features and industry trends

REQUIRED QUALIFICTIONS, EDUCATION and or EXPERIENCE

• HubSpot certifications are preferred
• Bachelor\’s degree in marketing, Business Administration or related field
• Proven experience as a HubSpot CRM Specialist or similar role, with a strong understanding of the HubSpot platform across multiple hubs (Marketing Hub, Sales Hub, Service Hub, Operations Hub).