Marketing Operations CRM Manager

Job description
Department: Marketing and Communications

Location: London or Manchester, UK

Compensation: £50,000 - £60,000 / year

Description

Job Title: Marketing Operations & CRM Manager (HubSpot)

Team: Marketing and Communications

Location: London or Manchester (Hybrid)

Spektrix is a growing collection of creative problem solvers, tech enthusiasts and arts lovers whose mission is to help arts organizations be more successful. We're doing this through a combination of cloud-based software and consultative customer support that empowers arts organizations to grow revenue, increase efficiency, and build stronger relationships with audiences. We are always looking for new ways to approach problems, share knowledge, and better serve our customers. Based across our New York, Manchester and London offices, we work with over 750 arts organizations and hundreds of web agencies across North America and the UK.

The role

This senior role, based within the Marketing and Communications team, is accountable for setting business-wide principles and best practices for data management in our HubSpot CRM, and for implementing those practices within our MarComms activity.

You'll ensure that we're reaching relevant audiences with targeted content, automated campaigns, and clear calls to action. Working with other senior team members, you'll ensure that our marketing content, technology, ads, and search optimisation are working together to grow a constant stream of relevant leads and inquiries.

You'll also work with operational teams to define principles, identify best practices, and document internal processes for managing data and reporting on impact within HubSpot, to inform business-wide training and implementation.

We're looking for someone who uses their knowledge of database management and analytics to drive and influence our approach. You can help non-technical colleagues understand analytics and apply them to marketing and CRM strategy. You're our expert on the marketing technology stack we use, including HubSpot's marketing, CMS and sales products, and various Google analytics and advertising tools.

Key Accountabilities & Responsibilities

Accountable for:
• Owning processes for data management across the business - defining best practice, documenting our approach, implementing marketing activity, and enabling colleagues to work effectively:
• CRM data: You define how and why we use specific field types, records, and datapoints to effectively manage relationships with our clients, prospects, and partners, and provide clear guidance on the use of customer and company records for other CRM users.
• Workflows: You have oversight of automations within HubSpot and a clear understanding of their behavior and impact on the database. You're accountable for managing and maintaining marketing automations (workflows) for both database management and communications, and for guiding the wider business on best practices for workflows and sequences.
• Contact creation: You define the processes used to import data securely and consistently into HubSpot through manual imports and integrated tools. You're accountable for the effective completion of marketing-related imports and for management of integrated tools to support our marketing activity
• Custom objects: We use custom objects in HubSpot to track and segment clients and prospects based on feature adoption and other points of engagement. You set standards and provide guidance for effective use of custom objects, and manage their usage within the marketing team.
• Segmentation: You ensure that our data supports an effective segmentation model across all audience groups, and provide the guidance to apply this consistently throughout the business. Within the marketing team, you're accountable for targeting communications and tracking impact through segmentation and lists.
• Ensuring that every stage of our marketing funnel is optimized for lead generation. You'll ensure that our website and owned digital channels generate good quality leads and drive conversions, fuelling the growth of our business.
• Determining the marketing tactics we use to reach audiences, build our sales pipelines and engage users. You'll use data to inform decisions about when and how to use techniques such as advertising, sequences, drip campaigns and tools for lead capture.
• Determining and executing our paid advertising strategy. You'll plan and implement paid advertising campaigns that support lead generation and contribute to brand awareness.
• Ensuring that marketing, sales, and events teams are able to use data effectively to inform campaign prioritization. You'll ensure that our analytics and reporting are accurate and relevant, helping to understand which sector-facing activity is positively impacting our pipeline and identifying areas for growth. As the in-house HubSpot expert, you'll also support teams across the business to make good use of reporting tools and to align measures across business areas.
• Ensuring that our marketing channels are performing effectively. We communicate with our potential and existing customers using a broad range of digital channels, services and tools. You'll ensure that key performance measures are in place for each channel so that we can be confident they're working, and where improvements are identified, you'll own the process of implementing them.
• Managing the marketing and communications tools that are connected to our HubSpot CRM. This means maintaining the connections between HubSpot and a variety of analytics, social media tools and software plugins. You'll ensure they're functioning correctly, are fit for purpose and that we understand their impact on our CRM database.
• Cross-business working: You'll work with stakeholders across the business to build an effective, consistent, and transparent approach to database operations: considering how HubSpot works with other key business tools (e.g. Zendesk) and how marketing and communications priorities align with those of client relationship managers, business intelligence, and other operational teams.

Responsible for:
• Working with our business development teams to make sure that sales and marketing strategy are closely aligned, and that our lead management framework effectively helps both teams understand lead stage and sources
• Working with our client success strategy and operations team to ensure that our strategy for tracking and measuring communications impact and customer analysis is closely aligned, and that we're effectively using our shared tools to improve segmentation, knowledge and analytics.
• Working with team members to plan our roadmap of marketing activity, delivering that activity on our agreed schedule.
• Providing clear process documentation to guide consistent, effective use of HubSpot by teams across the business, and consulting with other teams to embed best practices across our shared tools.

Skills, Knowledge And Expertise

You should:
• Have demonstrable evidence of working with HubSpot in a B2B setting at a senior level. You'll have an in-depth understanding of HubSpot's CRM, sales, marketing, reporting and CMS products and can carry out complex tasks whilst mitigating any risks for data loss or corruption.
• Be adept at developing, improving and troubleshooting HubSpot automations, and to demonstrate their benefits within a business like Spektrix.
• Have the ability to positively influence your colleagues, including senior stakeholders, to make change happen. Bringing your experience in CRM operations to Spektrix means you'll need to adapt and evolve what we're already doing, and you're capable of bringing your colleagues along the journey with you.
• Have experience in working with marketing and sales teams to measure impact and drive improvement, taking a data-driven approach to optimizing content and campaign production which delivers measurable results.
• Be proficient in the management of a marketing funnel, ensuring that the business has a clear understanding of the size and value of potential clients.
• Be confident in developing and executing an advertising strategy in a B2B context. You'll understand how to develop a budget for paid activity and will be able to test, improve and measure ad performance.
• Have excellent analytical skills that enable you to compile and interpret information from different sources, which in turn enable you or colleagues to make effective decisions.
• Have experience of managing external agency relationships and implementing their recommendations.

Benefits
• Flexible working with support for WFH set up. If it works for you and it works for your team, then it works for Spektrix. Different teams may have different practices that require people in the office or online at specific times.
• NHS top up scheme (covering dental, optical, therapy & counselling, prescription and other health related costs)
• Continuous development supported by Line manager, learning budget
• Enhanced Maternity, Adoption & Shared Parental Leave
• 35 days paid leave annually, inclusive of annual leave, bank holidays and a Birthday day off, all able to use flexibly
• 4 weeks paid sabbatical after 5 years of service
• 2 volunteering days per year
• Company pension scheme of 4%
• Free snacks, drinks and breakfast items in all our offices
• Varied range of regular socials across all our offices
• Cycle to work & Season Ticket Loans
• Travel stipend for commuting

Working from home

We aim to be as flexible as possible when it comes to working setups and lots of our team work from home on a regular basis. This means we generally work with a "remote first" approach even when we are in the office.

We'll provide reasonable support and all the hardware you need to get started, but we do require that you have the following already in place for a good home working set up:
• A quiet working space at home where you can consistently take video calls without interruptions
• An internet connection that supports your participation in video calls and access to our systems and service.

Travelling into your local office (commuting) is at your own expense with a stipend available, any travel for business (other than commuting) will be covered by Spektrix.

Equal opportunities

Spektrix is an equal opportunities employer, we recruit regardless of race, religion, gender, gender identity, ****** orientation, age or disability status and look to employ from a wide range of backgrounds and experiences.

Confidence can sometimes hold us back from applying for a job. Studies show that women do not apply for roles unless they meet 100% of the requirements, whereas men apply when they meet at least 60% of the requirements. At Spektrix, we know that there's no such thing as a 'perfect' candidate. Spektrix is committed to creating an inclusive work environment, where our team members are supported in expressing themselves and delivering their best work. So however you

identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

Diversity in the workplace is hugely important to our working environment and to enable both individuals and Spektrix to thrive. By valuing each person's differences we enable each person to contribute their unique experiences, strengths and viewpoints. Workplace diversity is something we aim to achieve and maintain at Spektrix, and we are pursuing a workforce that reflects the diversity of the communities we serve and work in. We aim to reflect this diversity in all departments and at all levels of seniority in the business, right up to the board.

In an effort to help us reduce bias, please do not include a photo in your CV or application.