CRM implementation lead

2 days ago


Melbourne, Victoria, Australia alphawhale Full time $80,000 - $120,000 per year

About the Role

We're seeking an experienced CRM Implementation Lead to drive the success of our HubSpot partner agency team. This pivotal leadership position combines hands-on technical expertise with strategic consulting and team management. You'll oversee multiple concurrent CRM implementation projects while mentoring and developing a team of implementation specialists to deliver exceptional results for our clients.

As the lead consultant, you'll be the go-to expert for both technical architecture and strategic CRM planning, ensuring our clients receive world-class solutions that drive measurable business outcomes. Beyond project delivery, you'll shape our service methodology, elevate team capabilities, and set the standard for excellence in CRM implementation.

Note: This is a hybrid role and not fully remote. On average we have a 3 day home, 2 day office setup.

Key Responsibilities

Project & Delivery Leadership

  • Lead and oversee multiple concurrent CRM implementation projects from discovery through launch and optimisation

  • Serve as the primary technical and strategic consultant for complex client engagements

  • Design comprehensive CRM architectures that align with client business objectives and growth strategies

  • Ensure on-time, on-budget delivery of all projects while maintaining quality standards

  • Identify and mitigate project risks proactively, implementing solutions to keep implementations on track

Team Management & Development

  • Manage, mentor, and develop a team of CRM implementation specialists and consultants

  • Conduct regular 1:1s, performance reviews, and professional development planning

  • Foster a culture of continuous learning, collaboration, and excellence

  • Provide technical guidance and strategic coaching to team members on client projects

  • Build team capacity through knowledge sharing, training sessions, and documentation

Technical & Strategic Consulting

  • Architect complex CRM solutions including data migrations, integrations, custom workflows, and automation

  • Translate business requirements into technical specifications and implementation roadmaps

  • Lead discovery sessions and strategic workshops with clients to define CRM requirements and success criteria

  • Provide expert guidance on HubSpot best practices, data architecture, and platform capabilities

  • Stay current on CRM platform updates, industry trends, and emerging implementation methodologies

Service Excellence & Optimisation

  • Continuously evaluate and improve implementation methodologies, processes, and deliverables

  • Develop frameworks, templates, and resources that enhance team efficiency and client outcomes

  • Analyze project metrics and client feedback to identify areas for service improvement

  • Contribute to scoping, estimating, and proposal development for new client engagements

  • Champion client success and serve as an escalation point for complex technical or strategic challenges

Required Qualifications

Experience & Expertise

  • 5+ years of experience in CRM implementation, consulting, or related technical roles

  • 2+ years of team management or leadership experience

  • Deep knowledge of CRM platforms, data architecture, integrations, and automation strategies

  • Proven track record of successfully delivering complex CRM implementations on time and within budget

  • Experience managing multiple concurrent projects and competing priorities

Technical Skills

  • Strong understanding of CRM data models, objects, relationships, and database architecture

  • Proficiency in workflow automation, lead scoring, lifecycle management, and attribution modeling

  • Experience with API integrations, data migrations, and third-party application connections

  • Ability to troubleshoot technical issues and provide creative solutions to complex challenges

Leadership & Communication

  • Exceptional project management skills with attention to detail and organisational excellence

  • Demonstrated ability to mentor, coach, and develop high-performing teams

  • Outstanding communication skills with ability to explain complex technical concepts to non-technical audiences

  • Strong consulting and facilitation skills for leading client discovery and strategy sessions

  • Collaborative mindset with ability to build relationships across clients and internal teams

Preferred Qualifications (nice to have)

  • HubSpot certifications (Implementation, Solutions Architecture, or similar)

  • Experience working at a HubSpot partner agency or similar consulting environment

  • Familiarity with agile project management methodologies

  • Experience with Salesforce, Microsoft Dynamics, or other enterprise CRM platforms in lieu of HubSpot experience

Success Metrics

Performance in this role will be evaluated based on:

Project Delivery Excellence
: Consistent on-time and on-budget completion of implementation projects with high client satisfaction scores

Team Development
: Measurable growth in team capabilities, performance, and engagement through effective mentorship and leadership

Service Quality
: Continuous improvement in implementation methodologies, reduced rework, and increased efficiency metrics

Client Outcomes
: Successful implementations that drive measurable business results and long-term client relationships

Team Retention & Growth
: Building a stable, skilled team with low turnover and clear career progression



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