CRM Operations Specialist
MarineMax, Fort Lauderdale, FL, United States
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. The 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
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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. The 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
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