CRM Systems Manager

Job Description

The CRM Systems Manger oversees the management and optimization of the Bank’s Client Relationship Management (CRM) systems, with a primary focus on Salesforce.com. As a key member of our technology leadership team, the manager plays a critical role in driving the strategic direction, implementation, and enhancement of CRM systems to support business objectives. Extensive experience in CRM systems management, particularly with Salesforce.com, and a proven track record of leading teams in large-scale CRM initiatives. Major Responsibilities: • Lead the strategic planning, development, and implementation of CRM systems to support business objectives, ensuring alignment with the bank's overall technology roadmap and objectives. • Manage a team of CRM administrators, providing leadership, guidance, and support to ensure the successful execution of CRM initiatives. • Collaborate with cross-functional stakeholders across Retail, Private Banking, Wealth Management, Loan Operations, Treasury Management, Marketing, Customer Service, and IT to gather requirements, define business processes, and drive CRM system enhancements and optimizations. • Oversee the configuration, customization, and integration of Salesforce.com and other CRM systems to meet the bank's unique business needs and workflows. • Drive continuous improvement initiatives to enhance CRM system usability, efficiency, and scalability, leveraging industry best practices and emerging technologies. • Monitor CRM system performance, data quality, and user adoption, implementing corrective actions and enhancements as needed to ensure optimal system performance and user satisfaction. • Stay current with CRM industry trends, best practices, and emerging technologies, providing recommendations for system enhancements and future investments. • Collaborates with business stakeholders to drive high levels of data integrity and operational reliability of standardized business analytics, tools, and processes, as applied to CRM systems PROBLEM SOLVING & DECISION MAKING: This employee is required to perform assigned job duties independently. This employee is accountable for the quality and quantity of work within the department and for completing follow up in a timely manner. REQUIREMENTS: Education And Experience • Bachelor's degree in Computer Science, Information Systems, Business Administration, or related field; or equivalent combination of training and experience. • 8+ years of experience in CRM systems management, with a focus on Salesforce.com. • 5+ years of experience in a leadership role, managing teams responsible for CRM system administration, development, and support. • Demonstrated ability to lead by example to inspire confidence, respect, loyalty and ensure a positive team environment among staff. • Proven track record of successfully leading large-scale CRM initiatives, from requirements gathering and system design to implementation and ongoing support. • Deep understanding of CRM concepts, processes, and best practices, with hands-on experience in Salesforce.com configuration, customization, and integration. • Strong analytical, problem-solving, and decision-making skills, with the ability to translate business requirements into technical solutions. • Excellent communication, collaboration, and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization. • Salesforce.com certifications (e.g., Administrator, Advanced Administrator, Platform App Builder) preferred. • Prior Implementation experience in Financial Services/Wealth Management preferred. • Familiarity with relational databases and related concepts; strong understanding of data structures and data modeling. • Demonstrated organizational and time management skills. • Ability to dig into data, surface actionable insights, and demonstrate sound judgement, decision-making skills and making process improvement recommendations. • Ability to build relationships and strong alliances across the organization is crucial. • Ability to identify new and creative opportunities to leverage Salesforce.com and its database to support additional business processes or functions. • Must have the ability to quickly adapt and be a change agent. • Strong work ethic, hands-on, with a customer service mentality. Working Conditions Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee must be able to remain in a stationary position 50% of the time. The employee frequently is required to operate a computer and other office productivity machinery, such as a calculator, copy machine, and printer. The employee is occasionally required to move about inside the office to access file cabinets, office machinery, etc. They also occasionally travel to locations outside of the facility, to attend meetings, trainings, events, and other business activities. The employee occasionally positions self to maintain or access files in file cabinets. The employee must have the ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. The employee frequently observes details at close range (within a few feet of the observer). The employee must occasionally lift and/or move boxes or equipment up to 20 pounds across office for various needs.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About Us

At Eastern Bank, we pride ourselves on supporting our employees by offering tremendous opportunity for individual growth. As an inclusive company, we work to ensure that our valued employees are treated fairly, recognized for their individuality, and encouraged to reach their fullest potential. These values have earned us a reputation as a great place to work and provide a strong reason why you should consider a career with us. We are proud to offer comprehensive compensation plans and a benefits program called Total Rewards that includes medical, dental, vision, life and disability insurance, retirement, vacation and tuition reimbursement. Eastern Bank is an Equal Opportunity Employer of women, people of color, LGBTQIA+, religion, national origin, citizenship, neurodivergence, age, Veterans, individuals with disabilities, or any other characteristic protected by law. At Eastern Bank, we are dedicated to building a diverse, equitable, inclusive and authentic workplace. If you’re excited about this role but your experience doesn’t fully align with every qualification, we still encourage you to apply! You may be just the right candidate for this position or others across the company. Our Recruitment team is waiting to chat with YOU. Apply Job!