CRM Capabilities Manager

T-Mobile•Frisco, WA

2d•$84,800 - $152,900•Hybrid

About The Position

This role handles customer relationship management (CRM) capabilities to support central initiatives that optimize communication channels and customer engagement. It involves gathering and analyzing requirements, creating documentation, and supporting operational components for CRM and marketing systems. The role collaborates with cross-functional teams to evaluate information, resolve conflicts, and translate high-level concepts into detailed solutions. Success is measured by the effective delivery of initiatives that enhance revenue through cross-selling and upselling while improving return on investment. The work impacts organizational goals by improving CRM capabilities that enable timely and relevant customer interactions across channels. This role can be filled at our Bellevue, WA, Frisco, TX or Overland Park, KS locations! Three days a week in office collaboration is required

Requirements

Bachelor's Degree plus 3 years of related work experience OR advanced degree with 1 year of related work experience OR combination of education and experience deemed equivalent (Required)
Business Process Improvements (Required)
Business Systems Analysis (Required)
CRM Applications (Required)
Campaign Management (Required)
Communication (Required)
Customer Relationship Management (CRM) (Required)
Data Analysis (Required)
Marketing Channels (Required)
Project Management (Required)
Requirements Analysis (Required)
Stakeholder Management (Required)
At least 18 years of age
Legally authorized to work in the United States

Nice To Haves

Acceptable areas of study include Economics, Computer Science, Mathematics, Business, Marketing or related field (Preferred)
4-7 years Wireless , cable or consumer technical industry experience. (Preferred)
2-4 years Project management experience. (Preferred)
2-4 years Experience of running marketing channels (direct mail, email, etc), advertising and/or promotional campaigns. (Preferred)
2-4 years CRM experience. (Preferred)
4-7 years Experience with managing and improving the execution of CRM in comparable industries. (Preferred)
4-7 years IT and business industry work experience. (Preferred)
4-7 years Experience with leading CRM/marketing tools and channels. (Preferred)
4-7 years Experience with SAS, SAP customer intelligence suite. (Preferred)

Responsibilities

Develop business analysis plans to lead tasks, deliverables, and schedules while communicating progress to team members and leadership
Provide subject matter authority leadership and consulting on complex tasks to improve team processes, procedures, and tools
Support solution test validation and provide daily operational support for CRM tools and communication channels
Collaborate with cross-functional teams and operational leadership to define and implement new CRM capabilities and channel initiatives
Be a great partner with internal teams, vendors, and contractors to support business objectives
Also responsible for other duties/projects as assigned by business management as needed