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CRM Specialist

ABOUT THE ROLE

As a CRM Specialist at 321, you will be the technical architect and strategic advisor for our clients' customer relationship management systems. You'll design, implement, and optimize CRM solutions that drive measurable business growth through sophisticated automation, segmentation, and campaign management. Working across diverse industries and CRM platforms, you'll transform how our clients nurture leads, engage customers, and scale their revenue operations.

This role combines technical expertise with strategic thinking, requiring deep knowledge of CRM platforms, marketing automation, and data-driven customer journey optimization. You'll be energized by solving complex business challenges through innovative CRM solutions and staying at the forefront of automation and AI-powered marketing technology.

WHAT YOU'LL DO

CRM Strategy & Implementation

• Lead the setup, configuration, and optimization of CRM systems for new and existing clients across multiple industries.
• Design and implement comprehensive sales funnels, lead nurturing sequences, and customer lifecycle campaigns.
• Develop sophisticated segmentation strategies and automated workflows that align with client business objectives and customer behaviors.
• Create and maintain CRM integrations with third-party tools, websites, and marketing platforms to ensure seamless data flow.

Campaign Development & Management

• Build and manage multi-touch marketing campaigns including email sequences, SMS campaigns, and automated follow-up systems.
• Develop A/B testing strategies for campaign optimization, analyzing performance metrics to drive continuous improvement.
• Create dynamic content and personalization strategies based on customer data and behavioral triggers.
• Implement lead scoring models and qualification processes to improve sales team efficiency and conversion rates.

Client Consulting & Support

• Serve as the primary CRM expert for assigned client accounts, providing strategic guidance on platform capabilities and best practices.
• Conduct training sessions and workshops for client teams on CRM usage, campaign management, and performance analysis.
• Troubleshoot technical issues, optimize system performance, and recommend platform upgrades or migrations when needed.
• Collaborate with internal teams to ensure CRM strategies align with broader marketing campaigns and business objectives.

Data Management & Analytics

• Maintain data hygiene standards, including list management, duplicate removal, and compliance with privacy regulations.
• Create comprehensive reporting dashboards and provide regular performance analysis to clients and internal stakeholders.
• Monitor key metrics including open rates, click-through rates, conversion rates, and customer lifetime value.
• Identify opportunities for campaign optimization and revenue growth through data-driven insights.

WHAT YOU HAVE

• 4+ years of hands-on experience with CRM platforms and marketing automation systems.
• Preferred: Demonstrated expertise with High Level CRM (GoHighLevel) and Salesforce, including funnel building, automation setup, and advanced feature utilization.
• Broad knowledge of major CRM platforms such as HubSpot, Adobe, ActiveCampaign, Klaviyo, Mailchimp, or similar systems.
• Strong understanding of email marketing best practices, deliverability optimization, and compliance requirements (CAN-SPAM, GDPR).
• Experience with API integrations, webhook configurations, and third-party tool connections.
• Proficiency in HTML/CSS for email template customization and landing page optimization.
• Analytical mindset with experience in campaign performance analysis and conversion rate optimization.
• Excellent project management skills with the ability to handle multiple client accounts simultaneously.
• Strong communication skills for client training, troubleshooting, and strategic consultation.
• Proficiency in Google Suite, project management tools, and marketing analytics platforms.
• Detail-oriented approach with a passion for process optimization and system efficiency.

REPORTING STRUCTURE

This position reports to the SVP of Strategy. This position works collaboratively with Client Strategists and Project Managers across client accounts.