Boston Consulting Group (BCG)
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bcg.com
Job details:
Who We Are
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.
What You'll Do
The Marketing CRM Data Operations Specialist is a hands-on operational role responsible for the day-to-day execution of Marketing CRM data work that powers BCG's marketing function and ability to reach their most important external audiences. This person is embedded in the work — building and refining audience segments, managing data quality, supporting platform users, and maintaining the attribute framework that enables marketing teams to strategically activate against the right audiences with confidence.
The Specialist works closely with the Manager, Marketing CRM Data Operations and partners directly with marketing stakeholders to translate activation needs into precise, reliable Marketing CRM outputs. This role requires equal parts technical fluency, attention to detail, and the communication skills to engage marketing partners clearly and proactively.
The Global Marketing & Communications function at BCG serves as the centralized center of excellence and actively advises stakeholders from around the globe. As such, this role is expected to work a split shift to ensure ongoing quality of partnership between the Marketing CRM Data Ops team and our wide variety of global stakeholders.
CRM User Support
- Serve as a primary point of contact for CRM user support requests across the marketing organization, resolving access issues, troubleshooting platform questions, and guiding users on how to apply CRM capabilities effectively
- Triage and manage incoming support requests, ensuring timely resolution and clear communication back to the requester throughout the process
- Document recurring issues and resolutions, contributing to a growing knowledge base of self-service resources that reduce repeat support volume over time
- Escalate complex or sensitive issues to the Senior Manager with clear context and a recommended path forward
Audience Segmentation & Activation Support
- Build and deliver audience segments from the Marketing CRM in support of marketing activations across email, paid media, journeys, and other channels
- Partner with marketing stakeholders to understand campaign objectives and translate them into accurate, data-driven segment criteria
- QA segment outputs rigorously before delivery, ensuring counts, criteria, and exclusions are accurate and aligned with the original request
- Maintain a clear log of segmentation requests, outputs, and delivery timelines to support reporting and recurring activation needs enabling trust in Marketing CRM data
- Identify opportunities to templatize or streamline recurring segmentation requests to improve speed and consistency over time
Segmentation Attribute Maintenance & Governance
- Maintain and update marketing segmentation attributes within the CRM, ensuring accuracy, consistency, and alignment with current business definitions
- Perform regular audits of attribute data to identify gaps, anomalies, or quality issues and flag findings to the Senior Manager with recommended remediation
- Support the implementation of new or enhanced attributes as directed, working with technical stakeholders to test and validate changes before they go live
- Keep attribute documentation current and accessible, ensuring marketing users have reliable reference materials for how attributes are defined and applied
- Leverage AI and agents to ensure workflows and Marketing CRM data quality is efficient and effective
Data Quality Monitoring & Issue Resolution
- Monitor Marketing CRM data quality on an ongoing basis, identifying issues that could affect segmentation accuracy or marketing activation performance
- Investigate and triage data quality issues, documenting root causes and coordinating with relevant technical or data stakeholders to drive resolution
- Support data governance initiatives by preparing data summaries, quality reports, and issue logs that inform cross-functional conversations
- Apply data hygiene best practices consistently across all Marketing CRM work to maintain the integrity of the marketing data environment
Platform & Process Improvement
- Contribute to continuous improvement of Marketing CRM workflows, support processes, and operational documentation
- Identify inefficiencies or gaps in current processes and bring recommendations to the Senior Manager
- Stay current on Marketing CRM platform updates and new capabilities, flagging relevant developments that could benefit marketing use cases
- Support onboarding and knowledge transfer for new team members or contractors joining the Marketing CRM data operations function
What You'll Bring
- 4–6 years of experience in CRM operations, marketing data, or marketing technology
- Hands-on experience working directly in an enterprise CRM platform (Salesforce, Microsoft Dynamics, or equivalent) — building segments, managing data, and supporting users
- Strong understanding of data quality principles and experience identifying and resolving data issues in a CRM or marketing data environment
- Familiarity with how CRM data connects to marketing activation channels — email, paid media, journey orchestration, or personalization
- Demonstrated application of using AI to improve efficiencies
- Excellent attention to detail and a track record of delivering accurate, high-quality data outputs under time pressure
- Clear, professional communication skills with the ability to engage marketing stakeholders and technical partners effectively
- Experience working in a matrixed or cross-functional organization preferred
- Background in professional services, consulting, or a complex global organization a plus
Additional info
YOU'RE GOOD AT
- Executing detailed, data-intensive work accurately and efficiently — you take quality seriously and don't cut corners on QA
- Managing multiple concurrent requests and priorities without losing track of the details or missing deadlines
- Communicating clearly with marketing stakeholders who may not have a technical background — translating what the data shows into language that is useful and actionable
- Spotting patterns in data issues or support requests that point to a systemic problem worth solving
- Working both independently and collaboratively — owning your workload with minimal oversight while staying closely connected to team priorities and escalating when needed
- Building and maintaining documentation that is actually useful to the people who need it.
At BCG, our people and relationships are at the heart of everything we do. We believe that in-person collaboration plays an important role in our culture, mentorship, and professional development.
For this role, you will generally be expected to work from a BCG office or in person with clients on a regular basis (typically around 50% of working time), depending on business needs and in line with local policies and practices.
We aim to provide a dynamic and collaborative environment that fosters connection and teamwork.
Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
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