CRM implementation lead

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