Digital Experience and CRM Manager

For 40 years, Fairfax Cryobank, a division of GIVF, has provided the highest quality donor sperm that has led to the creation of many happy healthy families. Fairfax Cryobank serves clients nationwide and around the globe. Fairfax Fertility is seeking an experienced Digital Experience and CRM Manager to join our marketing team. Reporting to the Director of Digital Experience, the Digital Experience and CRM Manager will support the continued evolution of the organization’s digital ecosystem, including its websites, customer and partner portals, CRM, CMS, reporting systems and marketing technology platforms. This role will translate business and marketing needs into scalable digital solutions that improve the experience of intended parents, donors, clinics, laboratories and internal teams. The manager will serve as a hands\-on technical resource for HubSpot, website development and performance reporting while partnering closely with Marketing, Product, Technology, Operations, Sales and external UX/UI and development partners. Key responsibilities CRM and marketing technology * Own the day\-to\-day administration, optimization and continuous improvement of HubSpot, serving as the organization's primary CRM subject matter expert. * Develop and execute a CRM roadmap that aligns customer lifecycle, marketing, sales and operational needs with broader digital experience objectives. * Establish clear definitions and handoffs between Marketing, Sales, Operations and other customer\-facing teams. * Build and maintain HubSpot dashboards and reports that provide visibility into lead generation, funnel performance, conversion rates, campaign effectiveness and customer engagement. * Design and optimize workflows for lead routing, lifecycle\-stage management, follow\-up, nurturing, internal notifications and other automated processes. * In partnership with the Product team, maintain CRM architecture, including properties, objects, lists, pipelines, naming conventions, user permissions and data governance standards. * Improve data quality through deduplication, database segmentation, field standardization, validation rules and regular system audits. * Build and maintain forms, landing pages, email templates, preference centers and campaign tracking structures. * Develop and implement segmentation, lead scoring, personalization and audience activation strategies across CRM and digital channels. * Partner with Sales and Operations to improve handoffs, pipeline visibility and the accuracy of CRM reporting. * Partner with Product and Technology to support manage integrations between HubSpot and the organization’s websites, portals, analytics tools, advertising platforms and operational systems. * Monitor system performance and troubleshoot technical issues in partnership with Product, Technology and external vendors. * Establish CRM KPIs and routinely identify opportunities for process and performance improvement. Website, CMS and digital experience * Support Own the ongoing management and improvement of the organization’s websites and portals. * Build and publish new webpages using reusable modules and design\-system components developed by the organization’s UX/UI and development partners. * Translate approved designs and business requirements into functional, responsive and accessible digital experiences. * Manage CMS content, page templates, modules, forms, redirects, metadata and other website configurations. * Conduct quality assurance across devices and browsers before new pages and features are released. * Partner with content, design, clinical, legal and operational stakeholders to ensure digital content is accurate, compliant and easy to navigate. * Continuously evaluate and improve digital journeys for intended parents, donors, clinics and laboratories. * Improve internal workflows and team efficiency by strengthening the connections between the CRM, CMS, portals and other business systems. * Identify friction points, broken journeys and opportunities for self\-service across both public and authenticated experiences. * Support Lead website governance, release management, content standards and technical documentation. * Ensure digital experiences meet accessibility, privacy, security and brand requirements. Reporting, measurement and optimization * Establish consistent reporting systems, definitions and standards for marketing performance across brands, channels and audiences. * Create dashboards that connect marketing activity to registrations, applications, consultations, holds, sales and other key business outcomes. * Monitor website and portal performance, including traffic, engagement, conversion, form completion, drop\-off points and user behavior. * Partner with the Director of Digital Experience to develop a structured testing and optimization roadmap. * Implement and evaluate A/B tests, personalization and conversion\-rate optimization initiatives. * Ensure tracking is properly configured through tools such as Google Analytics, Google Tag Manager, HubSpot and other analytics platforms. * Partner with Product, Technology and Finance to improve data integration and establish reliable sources of truth for performance reporting. * Support Own the future implementation of broader business\-intelligence tools that provide the marketing organization with timely visibility into performance. Product, Technology and external agency management * Partner closely with the Product team to coordinate external UX/UI, development, CRM and analytics agencies. * Work with Product to communicate requirements, manage deliverables, support testing and resolve technical issues with external partners. * Translate business and marketing needs into clear technical requirements, user stories and implementation plans for internal teams and external agencies. * Participate in agency meetings and ensure that business requirements, user needs, dependencies and decisions are documented and communicated. * Support user\-acceptance testing and confirm that new tools, webpages and digital experiences function as intended before launch. * Partner with Product to maintain a shared roadmap and prioritized backlog for CRM, website, portal and reporting enhancements. * Balance immediate business needs with the development of scalable, sustainable systems and processes. Training, documentation and internal adoption * Partner with the Product team to develop documentation, training materials and standard operating procedures for CRM, CMS, website, and portal functionality. * Coordinate and deliver in\-house training to support the adoption of new tools, system capabilities, and standardized processes. * Provide ongoing support to internal users and identify opportunities for additional training, documentation, or process improvements. * Develop role\-specific training for Marketing, Sales, Operations and other teams that use HubSpot or related digital platforms. * Create and maintain user guides, process maps, system documentation, and release communications. * Monitor system adoption and address gaps in usage, data entry, or process compliance. * Gather feedback from internal users and incorporate it into future system and workflow improvements. Data governance and compliance * Maintain marketing data standards in partnership with Product, Technology and other system owners. * Lead consent management, communication preferences, data\-retention requirements, and privacy compliance. * Establish and maintain naming conventions, documentation and quality standards across campaigns, reports, workflows, lists, and digital assets. * Conduct regular audits to identify data\-quality issues, outdated processes, and opportunities for system improvement. * Help ensure CRM, CMS, and reporting changes do not disrupt existing workflows, integrations, or business processes. Cross\-functional collaboration * Gather requirements from Marketing, Sales, Operations, Clinical, Product, Technology, and other internal stakeholders. * Serve as a bridge between business teams and technical partners, helping translate user and business needs into executable solutions. * Coordinate with stakeholders to establish priorities, timelines, testing requirements, and measures of success. * Document the intended parent, donor, clinic, laboratory and internal\-user journeys across platforms and systems. * Develop reusable modules, templates, reporting frameworks and automation standards that can support multiple brands without unnecessary duplication. Role profile This is a hands\-on digital experience, CRM operations, analytics and marketing technology role. The individual will be expected to build, maintain and improve systems, not simply manage content within them. The successful candidate will be technically capable, highly organized and comfortable working across business, creative and technical teams to improve both customer experiences and internal efficiencies. Success in the role * CRM data is accurate, trusted and actionable. * Marketing and business teams can reliably measure funnel and campaign performance. * Lead routing, lifecycle management and customer journeys are increasingly automated and optimized. * Websites and portals provide intuitive, accessible and high\-performing experiences. * Digital and CRM journeys are increasingly connected across platforms. * Testing and optimization become an ongoing discipline rather than ad hoc activities. * Internal teams understand and effectively use the systems available to them. * New digital capabilities can be implemented efficiently without creating unnecessary technical or operational complexity. Qualifications * 5\+ years in CRM, marketing technology, digital experience, marketing operations or a related field. * Strong hands\-on experience administering and optimizing HubSpot or a comparable enterprise CRM/marketing automation platform. * Experience with CMS/web technologies and managing digital experiences. * Strong understanding of CRM data structures, lifecycle management, segmentation, automation and integrations. * Experience translating business requirements into technical requirements and working with Product/Technology teams. * Experience with web analytics and performance measurement. * Strong analytical, project management and problem\-solving skills. * Ability to work effectively across technical and non\-technical stakeholders **Additional Information:** * **Schedule:** Monday through Friday, from 8:00 AM to 5:00 PM More important than any single credential, however, is the *right person*. Team members who are most successful at Fairfax Cryobank embrace our mission, live our values, and remain committed to continuous improvement—for themselves, their colleagues, and the clients we serve. GIVF provides competitive compensation and generous benefits to our employees, including: * Health, Dental and Vision insurance * Flex Spending Account (FSA) and Health Savings Account (HSA) options * Group term life insurance * Short\-term and long\-term disability options * 401K plan with employer match * Paid parental leave * Tuition reimbursement program * Paid vacation and sick time * Paid company holidays * Employee Discount of GIVF Fertility, Fairfax Cryobank and Fairfax Egg Bank services * Job training and development opportunities **Our Commitment to Inclusion and Opportunity** Fairfax Cryobank is committed to equitable and inclusive hiring practices that ensure our clinical and operational teams reflect and support the diverse communities and clients we serve. Across our national footprint, Fairfax Cryobank is a leader in offering clinical, administrative, and operational career opportunities at locations throughout the United States. We are equally committed to developing individual strengths, promoting from within, and supporting long\-term career growth. This is a moment of growth, innovation, and impact. To apply, email your resume AND cover letter at jobs@fairfaxcryobank.com and refer to Roseville Lab Tech in the subject line. We review all applications and contact qualified candidates via email for further consideration. EOE/M/F/D/V Pay: $110,000\.00 \- $125,000\.00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Life insurance * Paid time off * Vision insurance Application Question(s): * Do you reside in one of the following states? VA, MD, DC, PA, FL, TX, MN, CA, UT, SC, NC, IL, GA, TN, NY, NJ, and AZ * Walk us through your process for planning a HubSpot integration with another system. What key questions must be answered before building or approving it? * If our website, HubSpot, and an operational system contain data for the same user, how do you determine data ownership and source of truth for each piece of information? Work Location: Remote