Customer Relationship Management (CRM) Manager

DescriptionAbout the ELCAThe ELCA is one of the largest Christian denominations in the United States, with 3 million members in more than 8,700 worshipping communities across the 50 states and in the Caribbean region (Puerto Rico and the U.S. Virgin Islands). With a vision to live in a world experiencing the difference God’s grace and love in Christ makes for all people and creation, the ELCA strives to be a welcoming, thriving, and connected church that introduces people to Jesus so they can discover community, justice, and love. The Lutheran Center (national office) is located in Chicago, Illinois. A staff of 400, under the leadership of the Presiding Bishop, serve as administrators, advisors, conveners, partners, and resource people for the ELCA and its ministries. Staff lead the work of national, domestic, and global ministries and programs including Lutheran Disaster Response, ELCA World Hunger, Service & Justice, Christian Community and Leadership, and Innovation. We are also home to five of our separately incorporated ministries: The Mission Investment Fund of the ELCA, Women of the ELCA, Lutheran Men in Mission, the ELCA Foundation and the ELCA Federal Credit Union. About the Mission Investment FundThe Mission Investment Fund (MIF), a financial ministry of the Evangelical Lutheran Church in America, supports the establishment and growth of ELCA congregations, synods, and affiliated ministries by providing loans for capital projects for congregations and ministries. To fund these loans, MIF offers a variety of investments to ELCA members, congregations, and ministries. The ELCA Federal Credit Union, a financial ministry partner of the Mission Investment Fund, offers financial products and services to members, pastors, congregations, synods, affiliated ministries, and their employees. The portfolio of products includes low-cost loans, deposit accounts, credit cards, and other solutions within a not-for-profit, cooperative structure. Values - MIF's values are rooted in Christian faith, Lutheran traditions, and our identity as a ministry of the ELCA; Integrity, Customer Focus, Inclusion and Diversity, Faithful Stewardship, Courage and Openness to Change. About the Position With the goal of gaining a single, 360-degree view of customer activity and engagement, 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.      1. 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.   2. 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.   3. Serves as subject matter expert on CRM, manages the   roll-out of new functionality, training and continued education of user   groups and staff.   4. 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”.   5. 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.     6. Ensures   compliance with CAN-SPAM laws for commercial email marketing and data   privacy.    7. Performs   other duties as assigned. Requirements     1.  3-5+ years of experience managing CRM systems,   preferably within the Salesforce ecosystem such as Financial Services Cloud,   Marketing Cloud and/or Sales Cloud. 2.  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. 3.  Experience building strong working relationships   with business partners, project managers, internal IT team, vendors and   external consultants. 4.  Demonstrated ability to work independently and with   teams, managing projects with a high attention to detail, follow-through and   resourcefulness.  5. Experience tracking and monitoring KPI’s related to the sales   pipeline, customer service case management, and marketing campaign results 6.  Experience with SQL or other data management, analysis and query   tools. 7. Experience in financial services a plus. 8. 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.).       Required or preferred education,   certifications, or licenses:1.  Bachelor’s Degree Required in computer science, data   science, information systems, or related field (or equivalent of experience)   or equivalent combination of education and experience.  2. Certification as Salesforce Service/Sales Cloud Consultant   a plus.  PhysicalWhile performing the duties of this job, the employee is regularly required to talk and hear, use hands and fingers to operate a computer and telephone. This position requires sitting for long periods of time. May be required to lift boxes of materials. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions. Travel Minimal Travel: up to 5% -  approximately 3 weeks  BenefitsThe ELCA offers a competitive benefits package for eligible employees, including employer paid health premiums for employees, health and dependent care FSA’s, a health savings account (HSA) with an employer contribution, life insurance, and a substantial employer contribution to 403b retirement plan (no match required). We also offer a generous paid time-off policy including 11 paid holidays. All benefits commence on your start date. ContactIf you have questions about this job or your application, please <a rel="noopener noreferrer" target="_blank" href="https://www.elca.org/tools/secure_emailer?a=1hc5UYWjjGRzGgc%2b9p6mJbwiOTWyREDC2DCzFi2zcTB5MUcexxamZCeXyslyLgxGpN%2bvjmK5gPSsKv0ThIQBvacDc3gHIMiVM87Z3CR8nVEBH%2fCvORNumsjxelg%2bYafo&subject=Churchwide+Office+Positions">complete this form</a> to contact Human Resources. SalaryCommensurate with qualifications and relevant experience.

Job description

Let AI tailor your CV for this role

Ready to find your dream job?

Find jobs

Contact us

Terms & Conditions

Privacy

Logo by