_{12th April, 2025}

We’re seeking a highly skilled and proactive Customer Experience Specialist with deep expertise in the HubSpot Suite to lead the setup and optimisation of our clients Sales Hub and Service Hub. This contract role will play a critical part in improving customer journey workflows, streamlining sales and support operations, and contributing to broader CMS and digital transformation projects.

You will be the HubSpot subject matter expert, working closely with internal stakeholders and external agency partners to deliver scalable systems, processes, and training that enhance the overall customer experience.
  
Key Responsibilities

• Set up, configure, and optimise HubSpot Sales Hub and Service Hub to align with business goals
• Work closely with agency partners to guide and implement HubSpot CMS projects
• Perform User Acceptance Testing (UAT) for new features, integrations, and CRM workflows to ensure smooth implementation
• Serve as the internal HubSpot expert, supporting teams with system functionality, troubleshooting, and best practice guidance
• Develop training documentation, knowledge base articles, and team onboarding materials related to HubSpot tools and processes
• Collaborate with cross-functional teams to map and improve customer journeys through automation, ticketing systems, and sales workflows
• Audit existing CRM usage and design new processes for improved efficiency, visibility, and reporting
• Support customer experience improvement initiatives by leveraging insights and analytics from HubSpot dashboards
• Maintain data hygiene and integrity within the platform
• Recommend and implement scalable CRM governance and usage processes  

Key Requirements

• 3–5 years of hands-on experience with HubSpot, including Sales Hub, Service Hub, and CMS
• Proven experience managing HubSpot implementations or migrations, ideally within a B2B or B2C environment
• Experience working with external agencies and cross-functional internal teams
• Strong understanding of CRM data structures, reporting, and workflow automation
• Experience in UAT testing and documenting results and feedback for dev or agency teams
• Ability to create clear, concise training and process documentation
• Strong communication skills and ability to influence and educate stakeholders
• Detail-oriented with a passion for delivering exceptional user and customer experiences  

Preferred Qualifications

• HubSpot Certifications (Sales, Service, CMS, or CRM Implementation)
• Experience in e-commerce, professional skincare, or wellness industries a plus
• Familiarity with tools that integrate with HubSpot (e.g. WooCommerce, Microsoft Business Central)

Immediate start for the right candidate. Please email your resume to Claire@tidalrecruitmentpartners.com.au

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