CRM Executive Job Specification
About Xcelerator Dental
Xcelerator Dental (XD) is a fast-growing dental marketing agency on a mission to simplify the path to growth for dental practices. We take the stress of marketing away so practice owners and teams can focus on delivering exceptional patient care.
Our Promote, Convert, Grow methodology is designed to build long-term success for our clients through industry-leading marketing, powerful websites, and a fully integrated CRM ecosystem that turns leads into loyal patients.
We are expanding our CRM team due to continued growth and the increasing role CRM plays in patient journeys. You will work closely with our CRM Manager and wider marketing and success teams to ensure every client has a streamlined, high-converting CRM setup.
Role overview
As our CRM Executive, you will play a key role in building, maintaining, and optimising CRM systems that help our dental clients convert more enquiries into bookings and treatment revenue.
You'll support the implementation and optimisation of ActiveCampaign, ensure seamless synchronisation with dental practice systems (including Dentally and Aerona), and drive improvements in patient journeys, automation performance, and CRM usability.
You will work closely with the CRM Manager to deliver best-in-class CRM environments, improve follow-up workflows, and support campaigns for high-value treatments such as Invisalign, dental implants, orthodontics, smile makeovers, and general dentistry services.
Key responsibilities
CRM setup, implementation & optimisation
? Assist in building ActiveCampaign accounts for new dental clients, following XD's standardised architecture and CRM playbooks.
? Configure pipelines, deal stages, fields, automations, lead scoring rules, and tagging frameworks.
? Support the rollout of calendar bookings, automated emails, WhatsApp follow-up messaging, and multi-step nurture sequences.
? Help audit existing CRM setups and implement improvements for lead quality, patient journey flow, and conversion rates.
? Maintain integration accuracy between ActiveCampaign and practice management systems including Dentally and Aerona.
Integrate advertising channels (e.g., Facebook Lead Ads) and social messaging apps so that new leads flow directly into ActiveCampaign and receive automated follow-ups
Implement advanced automation features such as conditional logic, predictive send-time optimisation, and deal tracking to personalise communications based on treatment interest, appointment history, and engagement data
Establish and maintain data-quality and reporting processes, ensuring that KPIs such as appointments booked, no-shows, conversion rates, and campaign revenue are tracked consistently
Campaign management & execution
? Assist with building and scheduling automated email sequences for specific patient journeys.
? Collaborate with the marketing team to launch CRM-driven campaigns.
? Support lead segmentation, audience management, and personalised nurture flows.
? Monitor campaign performance and recommend improvements.
Use ActiveCampaign's built-in deal pipelines to manage high-value treatments (e.g., Invisalign, dental implants, orthodontics, smile makeovers) from enquiry through consultation and treatment
Data, reporting & optimisation
? Monitor CRM dashboards, lead sources, and conversion metrics.
? Prepare monthly CRM performance reports.
? Analyse drop-off points within patient journeys.
? Conduct regular data quality checks.
Benchmark performance against industry standards and use insights from ActiveCampaign reports to optimise send times, open rates, and campaign ROI
Client support & training
? Support onboarding and training of dental practice teams on how to use ActiveCampaign.
? Work with clients to troubleshoot CRM issues.
? Assist in producing CRM guides, training materials, video walkthroughs, and SOP updates.
Provide guidance on best practices for managing patient data, including consent management and privacy compliance in line with GDPR and (if operating in the U.S.) HIPAA requirements
Collaboration & continuous improvement
? Work closely with the CRM Manager to develop new features and automations.
? Contribute to standardising internal CRM processes.
? Drive innovation within XD's CRM offering.
Stay current with ActiveCampaign updates and new features, applying continuous learning to optimise automation and segmentation strategies
Skills & experience
Essential
? Previous experience in CRM, marketing automation, customer journey management, or email marketing.
? Working knowledge of CRM platforms (ActiveCampaign preferred).
? Confident with automations, segmentation, tagging structures, data workflows, and pipelines.
? Excellent organisational skills.
? Strong analytical capability.
? Exceptional communication skills.
?Fluent in english
Understanding of data privacy regulations (GDPR, HIPAA where applicable) and best practices for handling sensitive patient information
Ability to integrate CRM systems with third-party applications such as practice management software (Dentally, Aerona), Facebook Lead Ads, and WhatsApp
Desirable
? Experience working in an agency environment.
? Experience integrating CRMs with external systems or APIs.
? Understanding of digital marketing channels.
? Experience in healthcare, dental, or high-ticket services.
? Familiarity with project management tools.
Basic knowledge of email design and copywriting to create engaging patient communications
Certification in ActiveCampaign or other marketing automation platforms
Benefits
To discuss further.
Who this role is perfect for
This role is ideal for someone who:
? Is excited by systems and automation.
? Enjoys problem-solving and improving processes.
? Thrives in a fast-growing environment.
? Wants to grow their CRM/automation skill set.
? Loves working collaboratively.
Is passionate about healthcare and understands the importance of delivering personalised, compliant patient communications