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Hub International CRM Program Lead, Retirement & Private Wealth in Boston, Massachusetts

Join a Winning Team at HUB International

When you join the team at HUB International, you become part of the 5th largest global insurance broker, providing a broad array of property, casualty, risk management, life and health, employee benefits, investment and wealth management products and services. Becoming a part of HUB means that you thrive in an entrepreneurial and fast paced team environment supported by over 18,000 professionals in 450 offices across North America. You will be able to actively contribute to our track record of year-over-year growth fueled by innovative new products and services, mergers and acquisitions, and a great team of people. As part of our talent engine, you will exemplify our strong core values which drive our unique corporate culture. HUB’s entrepreneurial spirit is evident in our people, products and philanthropic initiatives and we are passionate about our talent!

About HUB Retirement & Private Wealth (RPW): We lead our communities with integrity, driven to make things better, both now and in the future. We serve, inspire, and thrive while maintaining an entrepreneurial spirit. We innovate, collaborate, and achieve success together, focused on the tomorrows for all.

The expected pay range for this position is $125,000 to $200,000 and will be impacted by factors such as the successful candidate’s skills, experience, and work location, as well as the specific position’s business line, scope, and level. HUB International is proud to offer comprehensive benefit and total compensation packages which could include health/dental/vision/life/disability insurance, FSA, HSA and 401(k) accounts, paid-time-off benefits, and eligible bonuses, and commissions for some positions.

We are looking for a dynamic and experienced RPW Program Lead to join our team. The ideal candidate will have a strong background in CRM systems, excellent project management skills, and a deep understanding of customer-centric strategies. As the Program Lead, you will be responsible for driving the business process, adoption and optimization of our CRM platform while supporting the implementation to enhance business and user engagement, retention, and satisfaction.

  • Lead the development and implementation of CRM strategies to optimize customer interactions across all touchpoints.

  • Collaborate with cross-functional teams including Business Development, Relationship Management, Operations, Sales Enablement, IT, Corporate Strategy, Marketing, and End Users and leadership, to gather requirements, prioritize initiatives, and drive alignment on CRM initiatives.

  • Manage the end-to-end lifecycle of CRM projects, from conception to delivery, ensuring timely execution and adherence to quality standards.

  • Oversee the customization, configuration, and integration of CRM systems to meet business needs and enhance user experience. Both internally and in partnership with third party resources.

  • Define key performance indicators (KPIs) and establish metrics to measure the effectiveness of CRM initiatives, providing regular reporting and insights to stakeholders.

  • Develop and implement training programs, documentation, and support resources to ease user adoption and engagement of CRM systems.

  • Establish and oversee end usersupportmodel, providing admin services, troubleshooting assistance, and guidance on best practices.

  • Proactively gather feedback from end users to find opportunities for system improvement, enhancements, and feature requests.

  • Stay abreast of industry trends, best practices, and emerging technologies in CRM to drive continuous improvement and innovation.

  • Serve as the primary point of contact for internal stakeholders and the external CRM vendor, providing guidance, support, and training as needed.

  • Drive user adoption and engagement of CRM systems through effective communication, training programs, and change management initiatives.


Required Skills

  • Proficiency in Microsoft Dynamics or CRM platforms such as, or HubSpot. Microsoft Dynamics certification is a plus.

  • Strong written and verbal communication skills

  • Ability to work well with others; proactively anticipate and develop solutions, and work collaboratively with multiple teams

  • A mindset that includes strong self-awareness,emotional intelligence and the ability to provide and receive empathetic feedback.

  • Self-motivated, able to organize and prioritize tasks in a largely unsupervisedsetting

  • High level of comfort using Microsoft Office, specifically Excel

  • Proven experience working in a fast paced and quickly evolving work environment specifically as it relates to changing technology

  • Detail Oriented, Quick Learner, Problem Solver

Preferred Qualifications

  • Financial Service Knowledge, specifically 401(k) & Wealth Management

  • Understand compliance and regulatory framework for FINRA and SEC regulated businesses

  • Some knowledge of Insurance and/or Employee Benefits

  • Bachelor's degree in Business Administration, Marketing, Information Technology, or related field. Advanced degree preferred.

  • 10 years of experience in CRM strategy, implementation, and management, preferably in a financial services environment.

  • Proven track record of successfully leading CRM projects from conception to delivery, with a focus on driving business results and user engagement & satisfaction.

  • Strong analytical skills with the ability to interpret data, generate insights, and make data-driven decisions.

  • Excellent communication, presentation, and stakeholder management skills.

  • Ability to effectively manage vendors by supporting a good working relationship while simultaneously managing accountability.

  • Ability to present to executive leadership effectively.

  • Team leadership experience preferred.

  • Project management certification (e.g., PMP) is desirable.

  • Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Department Business Operations

Required Experience: 7-10 years of relevant experience

Required Travel: Up to 50%

Required Education: Bachelor's degree (4-year degree)

HUB International Limited is an equal opportunity and affirmative action employer that does not discriminate on the basis of race/ethnicity, national origin, religion, age, color, sex, sexual orientation, gender identity, disability or veteran's status, or any other characteristic protected by local, state or federal laws, rules or regulations. The EEO is the Law poster and its supplement is available here at

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Hi, we’re HUB.

In a rapidly changing world, we advise businesses and individuals on how to prepare for the unexpected.

When you partner with us, you're at the center of a vast network of experts who will help you reach your goals through risk services, claims management, and compliance support.

And this gives you the peace of mind that what matters most to you will be protected — through unrelenting advocacy and tailored insurance solutions that put you in control.

About HUB International

Headquartered in Chicago, Illinois, HUB International Limited (HUB) is a leading full-service global insurance broker providing property and casualty, life and health, employee benefits, investment and risk management products and services. From offices located throughout North America, HUB’s vast network of specialists provides peace of mind on what matters most by protecting clients through unrelenting advocacy and tailored insurance solutions. For more information, please visit