Small enough to care. Big enough to deliver.

The CRM Solutions Officer is responsible for managing the CRM system and ensuring its effective use for customer communications. This role requires a strategic thinker with a strong understanding of CRM systems, customer relationship management, marketing communications, and inspiring a sales culture.

• Lead the development, implementation, and optimization of the CRM system to meet business objectives and enhance customer engagement.
• Develop and execute customer communication strategies through the CRM, including email campaigns, notifications, personalized messaging, and journey-triggered communications
• Optimizes A/B and multivariate tests of Customer journeys and communications.
• Work closely with marketing, sales, IT, and customer service teams to ensure the CRM system supports their needs and integrates seamlessly with other business processes.
• Oversee the collection, analysis, and utilization of customer data to drive targeted marketing efforts, improve customer experience, and support segmentation strategies
• Utilize customer and prospect data to aid in client retention, acquisition, and cross-selling.
• Track and report on CRM performance metrics, including customer engagement, campaign effectiveness, and system usage.
• Identify opportunities for system enhancements and process improvements to maximize the CRM's value to the organization.
• Provide training and support to CRM users, ensuring they are equipped to leverage the system effectively.
• Maintains data integrity and assures adherence to risk management policies
• Collaborates with Compliance and other departments to maintain continuous compliance with banking, marketing and postal regulations, including CAN-SPAM, CDA, CPRA, CRA, Fair Banking, and all others as applicable.

• Bachelor’s Degree and/or Certifications in data analysis, information technology, digital marketing, business, or communications, is preferred;
• Minimum of five years of experience in CRM management, product ownership, or a related role; experience with 360 View CRM system a plus.
• Strong understanding of CRM systems, customer data management, and marketing communications.
• Familiarity with automated Customer Journeys (B2B and B2C), marketing automation tools, and data analytics platforms, and related digital CX required.
• Certifications from CRMs, ERP, ESP and/or multichannel marketing platforms a plus.
• Familiarity with APIs and similar data integrations a plus.