Manager, CRM & Marketing Operations

An Amazing Career Opportunity for Manager, CRM & Marketing Operations
Location: Chennai, India (Hybrid)
Job ID: 50971

Profile Summary
HID Global is seeking a Manager, CRM and Marketing Operations to lead and scale our offshore CRM and Marketing Technology delivery organization. This role is critical to accelerating the productivity, quality, and effectiveness of our global operations model while enabling the broader CRM & Marketing Operations organization to scale efficiently.

This leader will build a high-performing organization responsible for the day-to-day delivery, optimization, and operational support of key platforms including Salesforce CRM, Salesforce Marketing Cloud/Marketo, Web Development, Wrike, Tableau, and related marketing technologies. The manager will develop a center of excellence that enables the U.S. team to focus on strategic initiatives, business transformation, architecture, stakeholder engagement, and innovation while the offshore team becomes the trusted execution engine supporting global Sales and Marketing operations.

The ideal candidate combines strong people leadership, technical understanding of sales & marketing technologies, Agile delivery expertise, operational discipline, and a continuous improvement mindset.  This position is a key enabler of HID's long-term strategy to modernize its commercial technology ecosystem, accelerate Speed-to-Lead, and create a highly efficient, globally integrated Sales and Marketing operations function

About HID Global

HID Global powers the trusted identities of the world’s people, places and things. We make it possible for people to transact safely, work productively and travel freely. Our trusted identity solutions give people secure and convenient access to physical and digital places and connect things that can be accurately identified, verified and tracked digitally. Millions of people around the world use HID products and services to navigate their everyday lives, and over 2 billion things are connected through HID. We work with governments, educational institutions, hospitals, financial institutions, industrial businesses, and some of the most innovative companies on the planet. Headquartered in Austin, Texas, HID Global has over 4500 employees worldwide and operates international offices that support more than 100 countries. HID Global® is an ASSA ABLOY Group brand. HID Global has is the trusted source for secure identity solutions for millions of customers and users around the world. In India, we have two Engineering Centre (Bangalore and Chennai). Global Engineering Team is based in Chennai and one of the Business Unit Engineering team is based in Bangalore. Check us out: www.hidglobal.com and https://youtu.be/23km5H4K9Eo

LinkedIn:  www.linkedin.com/company/hidglobal/mycompany/

Are You Ready to Join the Team?

Our company is committed to finding the best and the brightest talent to help us reach the top. If you are a dynamic, highly skilled, experienced Cloud engineer and technology enthusiast, and you enjoy working in a rapid pace within a rapidly growing business environment, then you will want to consider this position. If you excel at communication, collaboration, and unrelenting innovation, we want to talk to you. And if you bring dedication, positive energy and integrity to the table, you just might be the right fit for our team.

Qualifications

The individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Duties and Responsibilities include and are not limited to the following

• This role builds and scales the offshore CRM and Marketing Operations organization working closely with US CoE team leads
• Lead operational offshore delivery & support across core CRM and Marketing tech stack; Establish standardized operating procedures across all supported platforms.
• Build repeatable processes that improve quality and consistency. Create Service Level Agreements (SLAs) and operational metrics.
• Establish best practices in configuration, architecture, DevOps, and security.
• Leverage Agile delivery methodology and help run scrum meetings and plan work execution and overall development strategy.

Primary Duties

People Leadership – Build and Scale offshore CRM & Marketing Operations organziation

• • Coach and mentor team members.
  • Conduct performance management.
  • Identify training and development opportunities.
  • Build technical capabilities across multiple MarTech platforms.
  • Promote collaboration and knowledge sharing.
  • Drive offshore employee engagement and retention.
  • Foster a culture of accountability, ownership, customer service, and continuous improvement.
  • Develop staffing models that support business growth while improving operational efficiency.

CRM and Marketing Technology Operations.  Lead operational support across CRM and MarTech platforms:

• • Salesforce CRM: user administration, configuration support, lead and opportunity processes, data quality, workflow execution, and release coordination with IT.
  • Salesforce Marketing Cloud / Marketo: campaign execution, email deployment, journey support, segmentation, landing pages, forms, data sync, and marketing automation support.
  • Web Development: content publishing, component updates, landing pages, forms, SEO support, performance optimization, QA testing, and campaign implementation.
  • Wrike: project administration, workflow optimization, request intake, resource planning, dashboard maintenance, and process automation.
  • Tableau: dashboard support, report maintenance, data validation, KPI monitoring, and executive reporting support.
  • Implement governance and quality assurance processes.
  • Drive continuous improvement initiatives (leveraging AI for example) that reduce manual work through automation.
  • Develop documentation and knowledge management practices.

Service Delivery

• • Manage workload prioritization across multiple technology platforms.
  • Coordinate support activities with U.S. leadership.
  • Ensure timely delivery of operational requests.
  • Monitor service performance and customer satisfaction.
  • Identify operational risks and implement mitigation strategies.
  • Support release planning and production deployments.

Cross Functional Collaboration.  Partner closely with: Marketing Operations, Sales Operations, Digital Marketing, IT, Web Development, CRM Administration, Analytics, Business Areas.  Act as the primary offshore operational leader ensuring alignment between business priorities and execution.

Required Skills:

• Experience leading global shared services organizations.
• Experience supporting enterprise-scale global sales marketing organizations.
• Knowledge of Agile delivery methodologies.
• Experience with: API integrations. Data management, Analytics
• Campaign analytics
• SEO
• Web personalization
• Customer Journey orchestration
• AI-enabled marketing operations
• Salesforce certifications are desirable.

Education And/Or Qualification:

• Bachelor's Degree in Information Technology, Computer Science Marketing, Business, or related discipline.
• 12+ years of Industry experience in technology companies (with focus on technical software delivery)
• 5+ years supporting Sales and Marketing Technology platforms.
• 3+ years managing technical or operational teams.
• Salesforce certified
• Strong Analytics experience

Experience supporting multiple enterprise platforms such as:

• • Salesforce CRM, Salesforce Marketing Cloud or Marketo
  • Adobe Experience Manager or enterprise CMS
  • Wrike
  • Tableau

Strong understanding of: Marketing Operations; CRM processes

• • Lead Management
  • Campaign execution
  • Sales enablement
  • Web technologies
  • Marketing automation

Desired Soft Skills                   

• Strong leadership and team management skills.
• Strategic planning and execution.
• Strong relationship building and networking.
• Business acumen and financial management.
• Ability to communicate technical ideas to business users and other teams.
• Ability to both collaborate with team members and to work independently.
• Eager to embrace current and emerging web technologies.
• Strong written and verbal communications skills.
• Strong analytical and problem-solving skills
• Risk management and security awareness

Work Environment

• Employees work primarily in an office environment, within a well-ventilated area, and is exposed to moderate noise levels.

Work Requirements

• Compliance with all relevant HID Global policies and procedures related to Quality, Security, Safety, Business Continuity, and Environmental systems.
• Travel and fieldwork, including international travel, may be required. Therefore, employees must possess or be able to acquire a valid passport.
• Must be legally eligible to work in the country in which you are hired

Why apply? 

• Empowerment: You’ll work as part of a global team in a flexible work environment, learning and enhancing your expertise. We welcome an opportunity to meet you and learn about your unique talents, skills, and experiences. You don’t need to check all the boxes. If you have most of the skills and experience, we want you to apply.
• Innovation: You embrace challenges and want to drive change. We are open to ideas, including flexible work arrangements, job sharing or part-time job seekers.
• Integrity: You are results-orientated, reliable, and straightforward and value being treated accordingly. We want all our employees to be themselves, to feel appreciated and accepted.

This opportunity may be open to flexible working arrangements.

HID is an Equal Opportunity/Affirmative Action Employer – Minority/Female/Disability/Veteran/Gender Identity/Sexual Orientation.

We make it easier for people to get where they want to go!
On an average day, think of how many times you tap, twist, tag, push or swipe to get access, find information, connect with others or track something.  HID technology is behind billions of interactions, in more than 100 countries.  We help you create a verified, trusted identity that can get you where you need to go – without having to think about it.  
 
When you join our HID team, you’ll also be part of the ASSA ABLOY Group, the global leader in access solutions. You’ll have 63,000 colleagues in more than 70 different countries. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.

 #LI-HIDGlobal