The CRM Associate Manager’s primary role is to act as a liaison between the business stakeholders and the internal/external development teams for the Microsoft Dynamics 365 platform. This role will assist in developing the CRM roadmap and objectives, and will partner cross-functionally to execute that strategy. This role will drive analysis, reporting, and data driven models in support of Omni-Channel Direct-to-Customer growth initiatives and projects from the Dynamics 365 platform. This role is also responsible for the long-term strategy in collaborating with our enterprise partners to interpret, integrate and centralize our data into the enterprise. In addition to analytics, this role will be pivotal in creating and managing the strategy outcomes associated to CRM adoption and administration.
Key Responsibilities
Customer Relationship Management and Analytics
Establish, evangelize, and implement the vision and roadmap for CRM Administration, Adoption, and Analytics
Align leadership on priorities and projects associated with CRM Administration and Analytics team to drive key initiatives such as Automation, Data Integrity, Adoption, Operating Model Changes and process alignment
Innovate and drive the foundation and growth of new CRM processes by partnering with Digital and Technology, Sales Operations, and Cross-Functional Partners
Work to protect the customer and employee experience as a key stakeholder for CRM Governance
Connect to Enterprise CRM Team to align on customer touchpoints across multiple technologies and processes
Reporting Roadmap planning and delivery
Partner with Enterprise Reporting CEO to determine the implementation of the business intelligence and reporting roadmap
Lead data system (CRM) integrations, governance, and strategy to support Omni-channel Direct-to-Customer growth initiatives
Strong partnership with Digital and Technology and CRM vendor to identify, drive and deliver data driven business strategy and generate ROI through data best practices and partnerships
Identify and influence high-value high-impact business challenges and opportunities for improvement and solve for them using data analysis to make strategic/tactical recommendations
Omni-channel Direct-to-Customer reporting and KPI management
Consolidate, centralize, prioritize, and deliver reporting that supports all cross-functional groups
Streamline and automate reporting through data visualization, data sets, and predictive analytics
Comprehensive demographic composition of current and potential clients to inform segmentation strategies and customer journey mapping. Analyzing key business markets where is excelling or gapping in performance
Deliver sales performance KPIs and provide actionable insights in customer retention and satisfaction
Basic Qualifications
3 years or more Experience with CRM Platforms
2 years or more Creating and implementing customer retention strategies
4 years or more of reporting and data analysis experience
2 years or more Managing direct reports
Advanced knowledge of Microsoft Office products
Preferred Qualifications
2 years or more Experience leading cross functional team initiatives (ie: IT, Sales)
2 years or more Influencing decisions through large data modeling and interpretation
2 years or more Experience working in a direct sales and operational support environment
2 years or more Third party/Vendor relationship management
Prior experience working within Microsoft Dynamics 365
