Administrative Skills, Auditing, Communication Skills, Continuous Improvement, Corrective Action, Customer Acquisition, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Support/Service, Customer/Client Research, Data Cleaning, Data Management, Data Quality, Detail Oriented, Ecosystems, Follow Through, Help Desk, Identify Issues, Marketing, Microsoft Dynamics, Microsoft Dynamics CRM, Onboarding, Operational Support, Organizational Skills, Power BI, Problem Solving Skills, Process Development, Project/Program Management, Quality Management, Root Cause Analysis, Systems Administration/Management, Systems Maintenance, Training/Teaching, Usability Engineering
Role Overview
The CRM Operations Specialist is responsible for the day-to-day management, support, and continuous improvement of CRM systems for the MarineMax Superyacht Division, supporting Fraser Yachts and Northrop & Johnson.
This role focuses primarily on user support, data integrity, system administration, and issue resolution within Microsoft Dynamics, while also supporting the ongoing transition to HubSpot.
The CRM Operations Specialist works closely with the CRM Manager, business users, and technical teams to ensure CRM systems and connected applications are reliable, accurate, and effectively supporting day-to-day operations.
This is a hands-on role, requiring direct interaction with users, troubleshooting system issues, managing support tickets, and maintaining CRM data quality. This role supports the CRM platform and its ecosystem of connected marketing technology tools, and includes coordination of smaller initiatives and issue resolution, including project management responsibilities aligned to these efforts.
Key Responsibilities
CRM Administration & User Support (50-60%)
- Serve as a primary point of contact for CRM-related user support and questions
- Manage and respond to helpdesk tickets, including troubleshooting issues and escalating when needed
- Provide hands-on assistance and guidance to users on CRM processes and functionality
- Conduct informal and formal user training sessions as needed
- Support onboarding of new users and ensure proper system usage
Data Management & System Maintenance (25-30%)
- Monitor CRM data to ensure accuracy, completeness, and consistency
- Perform regular data audits and cleanups
- Identify data quality issues early and implement corrective actions
- Assist in maintaining CRM structure (fields, records, workflows in coordination with technical teams)
- Support reporting needs (Power BI or CRM reporting tools where applicable)
Issue Coordination & System Improvement
- Coordinate with internal teams and external vendors to resolve system issues and bugs
- Escalate critical issues with clear context and follow through to resolution
- Track recurring issues and help identify root causes and long-term solutions
- Support small-scale system improvements and enhancements based on user feedback
CRM Migration Support (Secondary Responsibility)
- Support ongoing migration from Microsoft Dynamics to HubSpot by:
- Assisting with data validation and cleanup
- Supporting user readiness and training
- Helping identify process gaps and inconsistencies
- Provide feedback from users to help improve the new system setup
Key Result Areas
- Reliable and responsive CRM user support
- High data accuracy and system integrity
- Efficient resolution of CRM issues and support tickets
- Improved user adoption and system usability
- Reduced recurring issues through proactive identification and resolution
- Smooth operational support during CRM migration
Required Qualifications
- 2-5+ years of experience working with CRM systems (Microsoft Dynamics preferred)
- Experience in user support, helpdesk environments, or system administration
- Strong troubleshooting and problem-solving skills
- Experience working with CRM data and maintaining data accuracy
- Excellent communication and ability to work directly with business users
- Highly organized with strong attention to detail
Preferred Qualifications
- Experience with Microsoft Dynamics CRM
- Experience with HubSpot CRM
- Experience using or working with helpdesk/ticketing systems
- Experience conducting user training or onboarding
- Experience with Power BI or reporting tools
- Experience working with external vendors or technical partners
- Experience in the yachting, marine, or luxury services industry