[Remote] Marketing Automation & CRM Operations Manager
Note: The job is a remote job and is open to candidates in USA. Regent College London is seeking a Marketing Automation & CRM Operations Manager to oversee lead management and customer journey optimization. The role involves managing Microsoft Dynamics 365 CRM and Click Dimensions to ensure effective marketing processes and data integration, while collaborating with various teams to enhance customer engagement and reporting.
Responsibilities
- Design, implement, and maintain automated marketing journeys in ClickDimensions, including email campaigns, lead scoring, event triggers, and nurture workflows
- Oversee the day-to-day management and optimisation of commercial pipeline processes on the CRM (lead capture, qualification inputs, campaign attribution) ensuring data integrity, efficient lead tracking, and smooth integration with other systems
- Map and manage end-to-end customer journeys, from enquiry through to conversion and retention
- Design and implement operational CRM strategies that enhance engagement, conversion, and overall customer experience
- Collaborate with sales and marketing teams to streamline lead qualification, follow-up, and reporting processes
- Manage and maintain integrations with tools such as ClickDimensions, Zapier, and WhatsApp Business, ensuring consistent and reliable data flow
- Configure and maintain workflows, automations, dashboards, and custom fields within Dynamics to support operational needs
- Build/maintain marketing dashboards and request schema changes via change control
- Manage audience segmentation and personalisation to deliver relevant and timely communications across email, SMS, and WhatsApp Business
- Work with the creative and content teams to produce engaging and effective campaign templates
- Conduct A/B testing and analyse engagement metrics to continuously optimise campaigns
- Ensure seamless integration and data synchronisation between ClickDimensions and Microsoft Dynamics
- Build and maintain dashboards in Looker Studio and Power BI, integrating CRM data with online and offline advertising performance
- Connect and visualise data from multiple sources, including Microsoft Dynamics, ClickDimensions, and advertising platforms (e.g. Google Ads, Meta, LinkedIn)
- Monitor campaign performance, conversion rates, and lead source attribution to provide actionable insights
- Support the marketing and leadership teams with regular performance reports and recommendations
- Identify opportunities to enhance data connections and streamline marketing reporting processes
- Stay informed on new features, tools, and automation best practices to continuously improve performance
- Deliver training and support to team members on CRM and marketing automation tools
- Main POC for marketing-tool issues (ClickDimensions, forms, Zapier); escalate CRM platform issues to the CRM Product/Power Platform team
- Maintain compliance with GDPR and internal data management policies
Skills
- Proven experience using Dynamics 365 for marketing operations, writing requirements for automation/integrations, and collaborating with delivery teams
- Hands-on experience using Click Dimensions for marketing automation and lead nurturing
- Strong understanding of CRM data structures and automation processes
- Experience connecting data sources and building reports in Looker Studio and/or Power BI
- Experience using Zapier or similar RPA tools to connect marketing and CRM systems
- Familiarity with WhatsApp Business for customer communication and automation
- Analytical mindset with the ability to interpret data and deliver actionable insights
- Excellent communication, documentation, and project management skills
- Strong understanding of GDPR and marketing data compliance
- Experience with campaign attribution, UTM tracking, or paid media reporting
- Exposure to both online and offline marketing data environments
- Experience working in a fast-paced, data-driven marketing or digital team
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