CRM Manager - Parksite

CRM Manager - IT





The Role:


Success in this position requires working collaboratively with sales, marketing and customer service leaders in the organization. The CRM manager is a key lead role in the IT Business Applications team. The CRM manager has primary responsibility to manage the functionality of our Salesforce.com application. The CRM manager will be the primary point of contact to key sales leaders collaborating and creating a robust CRM / Customer experience roadmap is established. In addition to the Salesforce application the CRM manager will work closely with others in IT and business on integration efforts driving towards a customer 360 view. The CRM manager may work with external consultants to evaluate future enhancements and drive a continuous improvement process through system enhancements as the business needs increase.





Key Responsibilities:



+ Develop CRM and CX strategy and initiatives roadmap that drive differentiation


+ Demonstrate thought leadership and CRM and customer experience expertise


+ Show business acumen by balancing CRM and customer experience initiatives with business efficiency


+ Prepare senior level executive presentations to share insights and obtain their support on CX initiatives


+ Meet the businesses objectives on time and on budget


+ Be accountable for overseeing many CRM / CX projects


+ Develop manage and drive CRM roadmap


+ Create an optimal balance between business user needs, and IT department needs




+ Establish and maintain solid working relationships with business subject matter experts


+ Respond to business requests including requirements gathering, validation and prioritization


+ Work with and manage external consultants as necessary









Skills:



+ Must have experience managing a Salesforce.com environment


+ Solid analytical, consultative and technical skills


+ Strong facilitation skills to achieve alignment and clear decision making


+ A proven track record of leading and working with complex, multidisciplinary talent teams in new endeavors and delivering solutions


+ Deep knowledge of B2B customer-facing processes such as end-to-end buying journey, end-to-end customer service journey.


+ Knowledge of consumer-facing process and experience enabling digital customer experiences


+ Strategic technology planning experience with a focus on customer


+ Deep knowledge of maintaining the CRM initiative’s roadmap




+ Excellent verbal and written communication skills


+ Excellent analytical and problem-solving skills


+ Effective prioritization and project management skills




+ IT or equivalent degree and experience required


+ Ability to work independently in a fast-paced environment


+ Education Required: Bachelor’s Degree or Associates


+ Experience Required: 5 - 7 Year