CRM Manager – Restoration Services

CRM Manager

About the Role

We are seeking an experienced CRM Manager to oversee and optimize CRM systems, workflows, and technology integrations for a property restoration business. This role focuses on improving operational efficiency, standardizing processes, maintaining accurate data, and ensuring teams use technology effectively to manage restoration projects and customer relationships.

The ideal candidate combines strong technical CRM administration skills with a practical understanding of business operations. They will work closely with leadership, office staff, and field teams to streamline workflows, improve reporting, troubleshoot system issues, and support the adoption of standardized processes across the organization.

Experience in property restoration, construction, insurance-related services, or field service management is highly preferred.

Key Responsibilities

- CRM Administration & Optimization: Manage CRM configuration, user permissions, data structures, pipelines, and workflows to support daily business operations.
- Workflow Automation: Build and optimize automated processes for incoming leads, emergency service requests, job assignments, notifications, and customer follow-ups.
- System Integrations: Monitor and troubleshoot integrations between CRM platforms and other business systems, including job management, estimating, and reporting tools.
- Data Management & Reporting: Maintain accurate CRM records and develop dashboards and reports to monitor response times, lead conversion, job status, and operational performance.
- Process Standardization: Establish consistent CRM workflows, documentation, and data entry practices to improve visibility and accountability across teams and locations.
- User Training & Support: Train office staff, managers, and field personnel on CRM tools, workflows, and best practices. Provide ongoing support to resolve issues and improve system adoption.
- Operational Coordination: Work with sales, customer service, project management, and field operations teams to identify process gaps and implement technology-driven improvements.
- System Troubleshooting: Investigate workflow failures, data synchronization issues, and user access problems, coordinating with software vendors or technical teams when necessary.
- Continuous Improvement: Identify opportunities to reduce manual work, improve response times, and make CRM systems more reliable and efficient.

Requirements

- Proven experience managing, administering, or optimizing CRM systems.
- Hands-on experience building workflows, automations, and process integrations.
- Strong understanding of database management, data accuracy, and reporting.
- Experience troubleshooting software issues and coordinating system integrations.
- Proficiency in Microsoft Excel or Google Sheets for data analysis and reporting.
- Ability to document processes and develop standard operating procedures.
- Experience training users and supporting technology adoption across teams.
- Strong analytical skills, attention to detail, and process improvement capabilities.
- Excellent organizational and problem-solving skills.

Preferred Qualifications

- Experience in property restoration, construction, insurance services, or field service operations.
- Familiarity with restoration or job management platforms such as Restoration Manager, DASH, ServiceTitan, or Jobber.
- Knowledge of insurance estimating and claims-related software, including Xactimate and XactAnalysis.
- Experience with CRM integrations, APIs, data synchronization, and automation tools.
- Familiarity with SQL, Power BI, Tableau, or other business intelligence tools.
- Experience standardizing workflows across multiple teams, branches, or franchise locations.

What We're Looking For

- A technically capable professional who can translate operational needs into effective CRM solutions.
- Someone who can explain technical concepts clearly to both technical and nontechnical users.
- A process-oriented individual who prioritizes system reliability, data accuracy, and consistent execution.
- A proactive problem-solver who can identify inefficiencies and implement practical improvements.
- Someone comfortable managing competing priorities while supporting teams with different levels of technical expertise.

Success in This Role

Success means having reliable CRM workflows, accurate and consistent data, effective integrations, improved visibility into operational performance, and teams that consistently follow standardized digital processes. The CRM Manager should help reduce manual work, improve response coordination, and ensure technology supports the business from the initial customer call through project completion.

Location: Remote - Philippines, Mexico, Colombia, Guatemala, Dominican Republic, Costa Rica

Skills required for this job:

• CRM management
• Construction
• SQL