CRM Implementation & Operations Manager

Company: Greg’s Plumbing and Heating Inc.

Location: Hamilton, Ontario

Job type: Full time

Compensation: $28–$40 per hour, based on experience

About the Role

Greg’s Plumbing and Heating Inc. is looking for an organized, technically capable CRM Implementation & Operations Manager to help us improve how we manage customers, leads, estimates, jobs, follow-ups, and internal responsibilities.

You will take ownership of implementing and managing Monday.com or a similar CRM/work-management platform. Your goal will be to create a practical system that gives management clear visibility into the business, helps employees understand what they need to do, and ensures important tasks are completed on time.

This is not simply a data-entry position. We need someone who can understand our business processes, build effective workflows, track results, train employees, and maintain accountability throughout the company.

Key Responsibilities

- Review our current processes and identify gaps, delays, duplicated work, and missed follow-ups
- Build and customize Monday.com or recommend another suitable CRM platform
- Create workflows for customer inquiries, sales leads, estimates, follow-ups, job approvals, scheduling, project completion, and customer service
- Build dashboards that give management a clear view of company activity and performance
- Create automations, notifications, reminders, forms, templates, and recurring tasks
- Assign responsibilities, owners, priorities, and deadlines
- Monitor overdue and incomplete tasks and follow up with the appropriate employees
- Track leads from initial inquiry through estimate, approval, completion, and payment
- Develop reports and key performance indicators for management
- Ensure employees consistently enter accurate and complete information
- Train staff on how to use the system effectively
- Create written procedures and simple training materials
- Lead regular workflow and accountability meetings
- Work with management to continually improve company processes
- Assist with importing and organizing existing customer and operational data
- Coordinate integrations with email, calendars, accounting software, forms,



and other business systems where appropriate
- Protect confidential customer and company information

Results You Will Be Expected to Deliver
- A clear and reliable system for tracking every lead, estimate, customer, job, and follow-up
- Fewer missed calls, estimates, deadlines, and customer commitments
- Clearly assigned tasks with owners and due dates
- Consistent employee use of the CRM
- Accurate weekly management reports
- Improved estimate follow-up and conversion tracking
- Better communication between office staff, management, technicians, and customers
- Documented processes that can be followed as the company grows

Qualifications
- Demonstrated experience implementing or administering Monday.com, HubSpot, Salesforce, Jobber, ServiceTitan, Zoho, or a similar CRM/work-management platform
- Experience building workflows, dashboards, automations, forms, and reports
- Strong project-management and organizational skills
- Ability to understand a business process and translate it into a practical system
- Experience assigning tasks and following up to ensure completion
- Confidence working with employees at different levels of technical ability
- Strong communication, training, and problem-solving skills
- Good judgment and attention to detail
- Ability to work independently and take ownership of results
- Comfortable using spreadsheets, reports, email, calendars, and cloud-based business tools
- Experience handling confidential business and customer information

Preferred Qualifications
- Previous experience supporting a plumbing, HVAC, construction, home-service, or field-service company
- Experience with CRM integrations, data imports, and data cleanup
- Experience tracking sales, estimating, scheduling, or service operations
- Knowledge of accounting or field-service software
- Monday.com certifications or equivalent platform training





Relevant hands-on experience is more important to us than a specific degree. The Person We Are Looking For

You are someone who combines technical ability with strong operational judgment. You do not build complicated systems simply to make them look impressive. You create straightforward workflows that employees can follow and management can rely on.

You are comfortable following up on incomplete work, identifying bottlenecks, and respectfully holding people accountable. You understand that a CRM is only successful when the information is accurate, employees use it consistently, and the system produces measurable business improvements.

First 90 Days

During your first 90 days, you will be expected to:

- Learn and document our current customer and job-management processes
- Identify the most important workflow and reporting improvements
- Recommend and configure the appropriate CRM structure
- Build and test the initial lead, estimate, follow-up, and job-tracking workflows
- Import and organize relevant existing information
- Create initial management dashboards and reports
- Train employees and monitor system adoption
- Present recommendations for the next phase of improvements

How to Apply Please submit your résumé along with a brief description of a CRM or workflow system you have previously built or managed.

If possible, include examples of:

- Workflows or pipelines you created
- Dashboards and reports you developed
- Automations or integrations you implemented
- How your work improved follow-up, accountability, efficiency, or business results

Selected candidates will be asked to complete a short practical exercise showing how they would organize a customer inquiry, estimate, follow-up, approved job, assigned tasks, and management reporting. Greg’s Plumbing and Heating Inc. welcomes applications from qualified candidates and is committed to providing an inclusive and respectful workplace.

Pay: $28.00-$40.00 per hour

Expected hours: 40.0 per week

Benefits

- Casual dress
- Company events
- Dental care
- Extended health care
- Adaptable schedule
- On-site parking
- Paid time off
- Vision care

Work Location: In person

📌 CRM Implementation & Operations Manager (Canada)
🏢 Greg's Plumbing and Heating
📍 Canada