Manager, CRM Technology

General Characteristics Responsible for leading a team in analyzing and determining business requirements and managing the planning and execution of Customer Relationship Management (CRM) technology and associated programs to achieve business objectives of enhancing customer satisfaction, optimizing profitability and developing longterm customer loyalty.

Acts as a liaison between the IT and business communities in developing and implementing CRM solutions, manages the business impact of all CRM projects.

Oversees the development and improvement of the technology framework that supports the integration of enterprise customer response process through various customer services channels (e.g., mail, email, Web, call center).

Partners with Sales, Marketing and the business community to develop CRM strategies and support the development and execution of customer campaigns and promotions by mining the enterprise CRM database.

Works closely with data management, infrastructure and development groups to ensure required data and systems are in place to meet the enterprise’s CRM needs.

Leads the research, evaluation and selection of CRM technologies.

Possesses a thorough understanding of data architectural development methodology, process and data modeling, Web and call center technologies for CRM solutions.

Has working knowledge of database marketing methodologies and processes, including but are not limited to channel and segment marketing, direct marketing and online marketing.

Strong project management skills in planning and monitoring projects in a cross-functional environment.

Education :

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration or other related field.
• Or equivalent work experience.

Experience :

Breadth :

By applying, you will be considered for current and upcoming opportunities, and we will reach out if a role that matches your skills and qualifications becomes available.