Crm manager [h1.location_city]

Job Description

Job Description

The Goal of this position is to provide oversight and strategic direction for the Salesforce CRM environment which includes planning, implementation, optimization, and reporting. Specifically, Sales Cloud, Marketing Cloud, and Data 360 (formerly Data Cloud) comprise the Salesforce CRM environment at ZIPS and there should be a mastery and demonstrative level of skill in all of these platforms. This role will serve as the primary subject matter expert for the Salesforce ecosystem and will therefore need to prove a strong understanding and fluency in working directly within Salesforce Clouds in order to achieve business objectives. As a business leader for CRM, this role will also contribute to process improvement by identifying new enhancements / capability roll-outs, optimize processes for added efficiencies, and deliver insights via reports and dashboards. Additionally, the ability to communicate highly technical concepts and processes in a simple and action-ready manner is critical to the success of this role. Tasks and exposure will require frequent collaboration with cross-functional teams, including Operations, Facilities, and Training, in addition to all Marketing department verticals, and interacting with all levels of employees from hourly to executive leadership. Responsibilities

• Salesforce Data 360 (formerly Salesforce Data Cloud) Planning, Implementation, & Management
• Evaluate current state of platform & develop strategic roadmap in conjunction with leadership to guide implementation workflows
• Continuous improvement and optimization of customer database records for accuracy, relevance, and completeness
• Adjust and enhance database to align with business goals and departmental tactics and objectives
• Identify opportunities to further enrich profile data with other sources of information from other Salesforce platforms or distinct databases
• Salesforce Sales Cloud (SFSC) & Salesforce Marketing Cloud Engagement (SFMC) Implementation, Management, & Optimization
• Evaluate current state of platforms & develop strategic roadmap in conjunction with leadership to guide implementation workflows
• Work closely with Technology stakeholders for data needs and work appropriately with required data to achieve communication outcomes
• Participate in strategic planning to identify and prioritize automations that support business goals like frequency, retention, and increased spend
• Maintain an “business owner” mindset and maximize platform capabilities in optimization and development that drives the most return and value
• General CRM Management and Development
• Maintain a cross-cloud, full-ecosystem strategic approach and fully maximize the benefit from the entire Salesforce system
• Demonstrate importance and financial value of Salesforce CRM to unlock efficiencies, productivity, field service experience, enable innovation, and continue to develop the ONE CRM platform
• Develop and own CRM governance, prioritizing data quality and hygiene, and operating within the guidelines of applicable laws
• Design, create, and maintain reporting and dashboards across the entire platform that aligns with business objectives and other key KPIs
• Drive continuous process improvement culture including measurement and tracking ROI on identified transformation opportunities for user experience

Required Skills