Manager, Customer Relationship Management

Manager, Customer Relationship Management

The Manager, Customer Relationship Management is a business leader empowered to own the vision, strategy, and product success for the enterprise-wide Customer Relationship Management (CRM) solution. As the advocate for the CRM solution, the organization, and the end users, the Manager, Customer Relationship Management is responsible for understanding market and customer needs, making key product decisions, and uniting different teams around a common vision and goal for the solution. The Manager, Customer Relationship Management oversees the day-to-day operation of the CRM solution, leads the CRM solutions team, works closely with Everwise stakeholders and business units to develop and implement a CRM product roadmap, integrate CRM solutions into Everwise processes, and ensure the success of the CRM solution.

Primary Responsibilities and Duties

• Work with the CRM Executive Sponsors to define the long-term enterprise-wide CRM vision, mission, and strategic direction.
• Lead, coach, and develop the Customer Relationship Management (CRM) team by providing strategic direction, overseeing daily operations, establishing performance expectations, and fostering a culture of accountability, collaboration, continuous improvement, and exceptional service.
• Define and refine the strategy for the enterprise-wide CRM solution.
• Develop and manage the roadmap for the enterprise-wide CRM solution.
• Perform market research to identify CRM trends and latest strategies.
• Manage relationships with the CRM Vendor (Creatio) and the CRM Implementation Partner (Solutions Metrix).
• Develop and enforce CRM governance policies and procedures.
• Oversee the implementation and ongoing operation of the CRM solution.
• Identify areas for CRM solution improvements / innovations working closely with the Department CRM Owners.
• Capture stakeholder needs and manage expectations.
• Identify relevant CRM use-cases according to organizational strategic goals and objectives collaborating with leaders in marketing, sales, servicing, and operations departments.
• Identify and prioritize epics and user stories for the CRM Product Backlog in collaboration with the Department CRM Owners and the CRM Analyst.
• Manage the CRM Analyst, set goals, and conduct performance reviews.
• Assume additional responsibilities as necessary for the continued growth and advancement of Everwise.

Knowledge/Skills

• Ability to collaborate well with leaders of other departments supporting customer relationship management efforts.
• Thorough understanding of financial products, services, and regulatory requirements specific to credit unions.
• Ability to manage and participate in agile projects involving multiple or cross-functional teams.
• Proficiency in analyzing data and making data-driven decisions.
• Ability to coordinate gathering, synthesizing, and extrapolating feedback about the CRM solution to develop useful goals and objectives.
• Knowledge of financial services products and services.
• Knowledge of financial services member acquisition and retention strategies.
• Experience interacting with financial services members and prospects.
• Experience working with Customer Relationship Management (CRM) solutions.
• Experience working with Business Process Management (BPM) solutions.
• Experience working with Agile methodologies.
• Experience with the Creatio CRM solution is highly appreciated.

Minimum Requirements

• Bachelor's degree in information technology, business administration or equivalent work experience.
• 2+ years leadership experience.
• 4+ years' experience working with Customer Relationship Management (CRM) solutions.
• Experience in a credit union or financial services environment strongly preferred.
• Knowledge of financial services products and services, member acquisition and retention strategies, and experience interacting with financial services members and prospects.
• Experience working with Business Process Management (BPM) solutions preferred.
• Experience working with Agile methodologies.
• Experience with the Creatio CRM solution is highly appreciated.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and collection management software.
• Product Manager Certification preferred. Possession of certification from Creatio Academy or other product management certifications are highly appreciated.

Everwise is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.