Customer Experience & Contact Systems Manager

Park National Bank•Newark, OH

6d•Hybrid

About The Position

This role is responsible for the day-to-day administration, configuration, and maintenance of the CRM platform. The manager will ensure the CRM system is optimized for performance, scalability, and user experience, and will lead system upgrades, patches, and integrations. Collaboration with business users to gather requirements and design tailored solutions is key, as is managing the development and deployment of CRM platform components. Data integrity, accuracy, and consistency are paramount, as is providing support for customer 360 enablement and reporting. The role also involves user support, troubleshooting, and ensuring adherence to compliance and risk management standards.

Requirements

High School Diploma or Equivalent
Bachelor's degree in computer science, business administration or related field or equivalent relevant work experience.
Minimum 2 years minimum experience in IT with knowledge or background in CRM processes and/or solutions

Responsibilities

Oversee the day-to-day administration, configuration, and maintenance of the CRM platform.
Ensure the CRM system is optimized for performance, scalability, and user experience.
Manage system upgrades, patches, and integrations with third-party applications.
Lead the customization of the CRM platform, including creating custom objects.
Collaborate with business users to gather requirements and design tailored solutions that meet operational and strategic needs.
Manage the development and deployment of the CRM platform, including but not limited to components, pages, and code.
Ensure data integrity, accuracy, and consistency across the CRM platform and integrated systems.
Collaborate and provide support for customer 360 enablement, integrations, and utilization.
Develop and manage reporting and dashboards to provide key business insights.
Monitor data quality and implement processes to maintain clean and accurate data.
Provide support to CRM platform users, troubleshooting system issues and managing user access and permissions.
Collaborate with learning and development to ensure training programs maximize the effectiveness of the CRM.
Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks.
Deliver a consistent, high level of service within our Serving More standards.
Other duties as assigned.