Executive Job Description | The CRM Program Administrator will be responsible for the following:
Responsibilities
* Optimizes impact/ROI of effort by playing a leadership role in the expansion and evolution of the program across the organization.
* Serves as CRM subject matter expert in discussions regarding ongoing sales and business objectives to ensure CRM system and practices are aligned with executive vision and corporate goals.
* Serves as primary liaison between business and CRM System Administrator/technology team, documenting business requirements for program/system changes and enhancements.
* With CRM System Administrator, draft plans for CRM system evolution.
* Organizes and facilitates User Acceptance Testing and required resources (including testing documentation, test cases, scripts, etc.)
* Ensures CRM program/system enhancements are appropriately validated in production.
* With Database Segmentation Specialist, collects and triages strategic user/unit change requests for evaluation by steering committee.
* Factors user feedback into development queue, identifying opportunities for additional training and business process improvement.
* With same and Power User community, identifies opportunities for custom reports to extend throughout user community, as appropriate.
* Regularly attends sales and business unit meetings to identify role of CRM system and identify management process improvement opportunities.
* Manages the Steering Committee Process, scheduling/facilitating monthly steering committee meetings, and preparing change request and feedback reports for review by committee.
* Moderates steering committee discussion and decision process from a position balancing ease-of-use/maximum adoption with the needs of users, units and management.
* Captures committee decisions regarding system changes and development priority and oversees the management of their execution.
* May perform in project manager capacity as required, as per organizational Business Analysis, Process & Design Solutions (BAPDS) paradigm.
* Interfaces with Wholesale/Enterprise CRM community and initiatives.
* Stays abreast of current CRM trends and best practices, keeping constant with emerging CRM practices and technologies.
BEST INDUSTRY – Banking/Financial Services
BEST DEPARTMENT – IT, Program Management
Qualifications
Bachelors Degree is strongly preferred, but not required.
10+ years business analysis experience within a banking/financial services environment is required.
3 years experience with customer relationship management (CRM) practices and software Microsoft Dynamics is essential in this role.
Strong understanding of financial controls and risk is required.
Product Management is required.
Agile experience is a very strong plus.
Candidates must be either current US Citizens or Green Card holders. |
