CRM Manager

Wilson Bank & Trust • Lebanon, TN

2d

About The Position

The CRM Manager maintains Wilson Bank & Trust’s Customer Relationship Management (CRM) system, verifies data integrity, and creates reports. The role supports marketing campaigns and sales opportunities by providing training, maintaining system codes and related data, and preparing reports. It also supports sales incentives and compensation tracking, manages system enhancements and releases, and helps introduce future system capabilities in collaboration with business units and vendors. The CRM Manager reports to the Enterprise Deposit Strategist and provides service and support to team members and customers while demonstrating the company’s values and supporting its mission.

This Operations position helps maintain smooth and reliable processes. The role works with cross-functional leaders and partners to improve customer experience, sales results, and operational efficiency, and must comply with applicable federal banking regulations and laws, including consumer protection and Bank Secrecy Act/Anti-Money Laundering requirements.

Requirements

• High school diploma or GED.
• Five years of CRM system experience.
• Knowledge of sales, marketing, and operations as they relate to overall CRM system use.
• Proficiency with Microsoft Office and other standard software applications.
• Ability to handle a heavy workflow courteously and professionally.
• Ability to build relationships with customers and internal teammates.
• Advanced organization and time-management skills.
• Ability to develop and maintain knowledge of bank products, services, policies, procedures, and systems.
• Maintain a professional demeanor at all times.
• Ability to manage multiple projects while accomplishing daily tasks.
• Effective verbal and written communication skills.
• Excellent interpersonal skills.
• Critical-thinking and problem-solving skills.
• High standards of integrity, honesty, professionalism, and work ethic.
• Commitment to service excellence.
• Ability to work independently with strong organization and follow-through.
• Flexible and efficient time management and ability to prioritize workload.
• Willingness and ability to work with purpose and a strong sense of urgency.
• Self-motivated, positive, and enthusiastic.
• Self-starter with a desire to exceed expectations and support a team.
• Ability to maintain confidentiality and discretion.
• Ability to collaborate effectively with others to achieve business objectives.
• Willingness to grow and be challenged.

Responsibilities

• Maintain the CRM system and verify data integrity daily, including confirming that data is accurate.
• Monitor and maintain system configuration on a daily, weekly, and monthly basis; create and revise templates as needed.
• Provide leadership to team members through training, coaching, and mentoring.
• Add or remove employee profiles, assist with building dashboards, and reset passwords as needed.
• Monitor daily data-load execution, including loading third-party files.
• Support marketing campaigns and sales opportunities by creating and presenting training, maintaining codes, fields, and groups, and preparing reports.
• Support the sales incentive program and compensation through tracking referrals, cross-sell activity, and related items.
• Train new and current system users.
• Manage CRM system enhancements.
• Assist with developing and implementing new phases as future capabilities are introduced, and collaborate with business units on enhancements as workflows change.
• Partner with the vendor on enhancements and automation projects, and stay informed about new CRM releases.
• Organize releases, testing, and communications regarding releases.
• Serve as the point of contact for team member questions about system functionality, proper usage, and data.
• Collaborate with cross-functional leadership and partners to optimize customer experience, sales results, and operational efficiencies.
• Maintain professional and technical knowledge through educational workshops, professional publications, personal networks, and professional associations.
• Attend training as requested.
• Comply with federal banking regulations and laws, including consumer protection and Bank Secrecy Act/Anti-Money Laundering requirements.
• Participate in outside community activities as required.
• Perform other duties as assigned.

Benefits

• Generous ATO, personal days, and sick time.
• Ability to combine accrued time with short-term disability for 100% pay.
• Employee Assistance Program.
• Employee Care Fund.
• Peer-nominated award ceremonies and an interactive digital rewards platform.
• Employee Stock Purchase program.
• Mentorships, workshops, banking schools, and certifications.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED