About the Role At Get Hooked 360 , we don't just manage conversations-we create meaningful customer experiences. We're looking for a CRM Manager to lead our team of Community Managers and Customer Engagement Associates in handling inquiries, building relationships, and turning feedback into insights that shape campaigns for top brands. This is a leadership role where you'll balance people management, process optimization, and data-driven strategy . If you're excited by the challenge of leading a growing team, ensuring seamless customer experiences, and bringing customer voices into brand decisions, this role is for you. What You'll Do Lead & Inspire the Team Manage and coach a team handling customer and lead inquiries across social media, websites, and messaging apps. Ensure inquiries are resolved within SLAs/TATs while maintaining accuracy, tone, and client alignment. Support the career growth of team members through coaching, mentoring, and training. Optimize Operations & Workflows Streamline inquiry resolution processes, escalation protocols, and routing efficiency. Forecast inquiry volumes, support shift planning, and ensure coverage during peak campaigns. Collaborate with Operations and QA teams to ensure quality, compliance, and continuous improvement. Deliver Insights & Reports Monitor and report on KPIs (response time, resolution rate, SLA adherence, inquiry volume). Oversee sentiment analysis & social listening reports to capture customer perceptions and emerging concerns. Translate insights into actionable recommendations for marketing and campaign teams. Manage Tools & Knowledge Resources Operate and optimize CRM platforms (Zendesk, HubSpot, Sprout, Brandwatch, etc.). Maintain a knowledge base/FAQ repository to support team accuracy and efficiency. Ensure data tagging consistency, reporting hygiene, and system improvements. Drive Client Alignment Act as a point of contact (with the Head of CRM) for client-side concerns related to inquiry handling and customer insights. Present inquiry data, sentiment reports, and customer feedback in client meetings. Work with PR, Media, and Account teams to close the loop on customer-driven improvements. What We're Looking For Bachelor's degree in Marketing, Business, Communications, or related field. 3-5 years of CRM, customer experience, or digital community management experience. Proven track record of leading teams and delivering on SLAs/operational metrics. Proficiency with CRM and social listening tools (Zendesk, HubSpot, Sprout, Brandwatch, etc.). Strong analytical skills, comfortable with reporting, data visualization, and deriving insights. Excellent communicator who can balance empathy with professionalism. Flexible, collaborative, and able to thrive in a fast-paced, client-facing environment. Nice to Have Experience in B2C or subscription-driven industries. Background in campaign management or marketing analytics. Show more Show less