Customer Relationship Management (CRM) Manager

Description About the ELCA The 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 Fund The 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. Physical While 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 Benefits The 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. Contact If you have questions about this job or your application, please complete this form to contact Human Resources. Salary Commensurate with qualifications and relevant experience.