Salesforce CRM Manager

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

• 2+ years of Salesforce experience in SFSC, SFMC, and Data 360 (formerly Data Cloud)
• Certified Salesforce Administrator - Additional Salesforce certifications i.e. Marketing Cloud Engagement Administrator, Sales Foundations, preferred
• Bachelor’s degree in Computer Information Systems, Computer Science, Information Technology, Finance, or equivalent experience, preferred
• Demonstrable experience with SFMC fundamentals (contact data models, preference centers) and core tools (Email Studio, Journey Builder, Automation Studio)
• Working knowledge of SQL ands SSJS for segmentation, data preparation, and automation support; familiarity with AMPscript preferred
• Hands-on experience in Data 360 with ingesting, mapping, and managing identity resolution and unified profiles to be able to activate segments to SFMC
• Effective and clear communicator with the ability to translate complex technical CRM concepts into succinct, actionable insights to present to stakeholders at all levels
• Experience with business analysis, requirement documentation, solution design, testing, implementation, and reporting
• Passion and experience for scaling processes with an aptitude for working with data, e.g., Salesforce Reports and Dashboards, Tableau
• Past experience working with data within DOMO (data analytics and business intelligence platform) a strong plus
• Positive, energetic and resilient personality that can excel under pressure, time constraints, and in the face of multiple and changing priorities
• Self-starter with a service/support mentality and the ability to work quicky and accurately, both independently and in a team environment
• Organized and thorough “project manager” mindset with strong attention to detail, process, and follow-through
• Confidently takes initiative to proactively identify problems and explore solutions to provide recommendations
• In-office or hybrid working model preferred