Marketing Automation & CRM Operations Manager

Job title: Marketing Automation & CRM Operations Manager
Function: Marketing Team
Salary: INR1000000-1300000
Location: India (remote)

Overview
This role is responsible for managing and optimising lead management, customer journeys, and performance reporting. The post holder will be responsible for the configuration, integration, and optimisation of Microsoft Dynamics 365 CRM and Click Dimensions, ensuring both systems meet business requirements and deliver measurable marketing impact

Working closely with marketing, sales, and insights teams, the Marketing Automation Manager will design automated nurture journeys, improve CRM processes, and connect reporting across multiple data sources using Looker Studio and Power BI. The role also involves maintaining and configuring integrations between platforms such as Zapier, WhatsApp Business, and advertising channels, ensuring data accuracy and campaign visibility across online and offline sources. On occasion, the holder will be expected to be a business lead on joint projects with the Technology team, especially in terms of providing business requirements for system development.

This position bridges marketing, data, and technology ensuring every prospect and customer interaction is seamless, insight-driven, and contributes to business growth.

Key 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.[PS3] 
• 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 and experience
Essential:

• 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.

Desirable:

• 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.

Managing and optimising the marketing use of Microsoft Dynamics 365 and ClickDimensions, designing journeys, improving lead handling, and connecting campaign data, in partnership with the CRM Product/Power Platform team.

Oversee the marketing processes within Microsoft Dynamics 365 (lead capture, qualification inputs, campaign attribution).

Define requirements for automations and data; CRM team builds & releases in Power Automate. Build/maintain marketing dashboards and request schema changes via change control.
 

Compliance Statement

Successful applicants will be required to complete pre-employment checks, including a criminal records check, two references, ID and Right to Work verification, and education confirmation. We are an equal opportunity employer and value diversity and inclusion, selection for employment is based solely on an individual’s skills, qualifications, and experience relevant to the role.