Head of CRM

📋 Description

• • Elliptic Enterprises Limited is seeking a visionary Head of CRM to spearhead the evolution and optimization of our customer relationship management systems. This pivotal role sits at the nexus of commercial strategy and technical infrastructure, empowering our go-to-market (GTM) teams to combat financial crime at scale by building and maintaining a robust, scalable, and insightful customer lifecycle architecture. You will be the primary steward of our HubSpot CRM, transforming it from a mere data repository into the central nervous system of our commercial operations, driving efficiency, data integrity, and strategic decision-making across Marketing, Sales, and Customer Success.
• • As the Head of CRM, you will be instrumental in designing, implementing, and governing the technical foundation that supports our entire customer journey. This involves a deep understanding of systems architecture, a commitment to data quality, and the ability to translate complex technical configurations into actionable business insights. You will partner closely with Revenue Operations, Sales Leadership, and Customer Success teams to ensure our GTM tech stack not only meets current demands but is also architected for seamless future growth. This is a unique opportunity to shape the operational backbone of a rapidly scaling SaaS company in the FinTech space, where your contributions will directly impact our ability to serve clients and achieve our mission.
• • **Key Responsibilities will include:**
• • **Systems Design & Administration:**
• • Continuously assess and optimize the design of our GTM tech stack, with a primary focus on HubSpot CRM (Sales, Service, and Operations Hubs), ensuring it aligns with our long-term growth objectives and scalability requirements.
• • Develop and execute a comprehensive CRM roadmap, collaborating closely with the Revenue Systems Engineer who will handle the technical build-out, while you own the strategic configuration and functional design.
• • Establish and enforce robust governance policies, including designing granular permissions, security protocols, and performance monitoring mechanisms to ensure system integrity and organizational compliance.
• • Create and maintain essential systems documentation, ensuring our CRM architecture is robust enough to meet stringent requirements, such as ISO certifications.
• • Act as a primary point of contact for L2 support, troubleshooting complex issues and providing timely resolutions for our revenue teams and operations associates.
• • Proactively monitor system health, implement industry best practices, and optimize configurations for maximum scalability and efficiency.
• • **Data Quality & Process Design:**
• • Define, implement, and maintain rigorous data quality standards across the entire CRM ecosystem.
• • Collaborate with Marketing and RevOps associates to ensure consistent, high-quality data input and process execution throughout the customer lifecycle.
• • Partner with the Business Analyst to dissect conversion drivers within the customer lifecycle funnel, providing critical insights to the Head of RevOps and Director of Customer Success to inform strategic recommendations and execution.
• • Work hand-in-hand with the Revenue Systems Engineer and the AI Automations team to conceptualize, build, and deploy enhanced workflows and automated processes that streamline operations and improve user experience.
• • **Strategic Partnership & Insight Generation:**
• • Serve as a strategic partner to Sales and Customer Success leadership, understanding their evolving needs and translating them into system enhancements and operational improvements.
• • Bridge the gap between technical capabilities and business objectives, ensuring that our CRM strategy directly supports and enables commercial success.
• • Leverage your analytical prowess to uncover trends, identify opportunities, and articulate compelling data-driven narratives that inform executive decision-making.
• • Contribute to the strategic vision for how CRM and related technologies, including emerging GenAI capabilities, can further enhance our GTM operations and competitive advantage.
• • This role demands a unique blend of technical expertise, strategic thinking, and commercial acumen. You will be the architect of our customer data infrastructure, ensuring its reliability, scalability, and its ability to generate the insights needed to navigate the complexities of financial crime prevention. Your work will directly contribute to Elliptic's mission by enabling our teams to operate with unparalleled efficiency and data-driven precision.