Customer Relationship Management (CRM) Manager

Evangelical Lutheran Church in America•Chicago, IL

10h•$78,874 - $98,592•Hybrid

About The Position

The Customer Relationship Management (CRM) Manager will lead the organization in the ongoing use of its CRM as the primary tool to capture, manage, access, and share customer and prospect data across the organization. By working with customer-facing teams, the CRM manager will be responsible for ensuring organization-wide adoption and efficient use of the system to serve business and customer needs. This is a full-time, regular, exempt (salaried), Chicago-based hybrid position. This position has responsibilities that will require being in the office on a weekly basis. This could mean 2-3 days most weeks and possibly more days when meetings and other events are happening that this position supports. The eligibility of a candidate for remote or hybrid positions may depend on the residency of the candidate, and the budget for the role, including salary or pay, insurance coverage, and/or tax burden. Candidates for this position must reside within the fifty United States or the District of Columbia and be authorized to work lawfully in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Requirements

3-5+ years of experience managing CRM systems, preferably within the Salesforce ecosystem such as Financial Services Cloud, Marketing Cloud and/or Sales Cloud.
Experience working closely with end users (Customer Service, Sales, Marketing) to understand business needs and build and deliver solutions that optimize the user experience and meet business goals.
Experience building strong working relationships with business partners, project managers, internal IT team, vendors and external consultants.
Demonstrated ability to work independently and with teams, managing projects with a high attention to detail, follow-through and resourcefulness.
Experience tracking and monitoring KPI’s related to the sales pipeline, customer service case management, and marketing campaign results
Experience with SQL or other data management, analysis and query tools.
Experience in financial services a plus.
Commitment to diversity, equity, inclusion, accessibility, and anti-racism.
Appreciation for the mission, vision, values of the Mission Investment Fund, ELCA Federal Credit Union, and the ELCA.
Minimum Technical Competency: Computer knowledge that enables you to operate a Windows Computer and follow basic troubleshooting instructions. Software skills to efficiently use computer programs and applications. Ability to leverage computer knowledge and software skills to understand new software, follow process, and identify opportunities for improvement. Must have experience using Microsoft Office applications (Word, Excel, Teams, Outlook, etc.).

Nice To Haves

Certification as Salesforce Service/Sales Cloud Consultant a plus.

Responsibilities

Manages, coordinates, and maintains the design, performance, and ongoing enhancement of the CRM for sales, marketing, and operations. Manages the sales pipeline, prospect and customer profiles, marketing automations, customer service tasks and events, sales and service workflows, case management, and sales-, marketing-, service and operations-focused reporting and dashboard needs.
Understands and aligns business needs with industry and software best practices. Develop recommendations to increase utilization and sophistication of organization’s CRM environment and related products and add-ons. Contributes to org-wide goals of increased efficiency, improved customer experience, effective data management and data-informed decision-making.
Serves as subject matter expert on CRM, manages the roll-out of new functionality, training and continued education of user groups and staff.
Manages audience segmentation by building queries and validating list results to create targeted marketing lists for use in marketing and sales efforts. Tracks and monitors communication preferences such as undeliverable mail, unsubscribes, and “do not mail”.
Develops end-to-end processes for use of customer/prospect data in communications and reports. Performs QA, map variable data fields, and securely import and export data from third-party vendors and applications.
Ensures compliance with CAN-SPAM laws for commercial email marketing and data privacy.
Performs other duties as assigned.