Do you have strong knowledge and proficiency with CRM software? Are you a innovative thinker with a data-driven mindset? Do you enjoy collaborating with other teams? We'd love to hear more about you.

Crews Bank & Trust is located in Central/Southwest Florida and is actively searching for a CRM Administrator/Manager to support our marketing operations as well as customer service events management. The CRM Manager is responsible for overseeing all Customer Relationship Management software, logic, content, and reporting within our various CRM and CRM-related systems. The ideal candidate will have a background in CRM system implementation and/or management. This role also requires the candidate to have technical skills, business acumen and interpersonal abilities to bridge the gap between technology, user needs and line of business execution.

Summary:   

As the Manager of CRM, you will be responsible for developing and executing comprehensive CRM strategies to drive customer engagement, retention, and growth across CB&T's footprint. This position plays a crucial role in managing and optimizing the bank’s CRM system to enhance customer relationships, improve sales processes, service events and support the overall organization’s business goals. This role is critical to our mission of being an innovative and trusted financial institution, retaining customers, and driving business growth. The position requires coordination with internal stakeholders, senior-level executives, and external agencies and vendors. This position offers the opportunity to work with a dynamic, passionate, and talented cross-functional team.

• Take a leadership role in the build-out and implementation of the new CRM system to be installed. The CRM build team will have representatives from the lines of business that will use the CRM as well as execute strategies enabled by the CRM system.
• Develop and Execute CRM Strategy: Create and implement high-quality lifecycle CRM strategies that enhance engagement and retention among new and existing users.
• Oversee CRM Systems: Manage and optimize CRM platforms to ensure they elevate and deepen customer interactions across our lines of business. Work with IT and external vendors to troubleshoot issues, manage system upgrades, and implement new features.
• Customer Insights and Analysis: Utilize advanced data analytics to understand customer behavior, preferences, and needs, and translate these insights into actionable strategies.
• Run effective promotional activities to optimize sales growth and customer retention.
• Cross-functional Collaboration: Collaborate closely with Product, Analytics, Marketing, IT, Learning & Development, and other departments to ensure CRM initiatives are seamlessly integrated across the organization.
• Performance Metrics: Establish and monitor KPIs to measure the effectiveness of CRM strategies and initiatives, with a focus on creating structured learning agendas that apply new opportunities forward. Generate and analyze reports to track customer interactions, sales performance and other key metrics to drive data-informed decision-making.
• Customer Experience Optimization: Identify opportunities to enhance the customer journey on our websites and apps, improving overall satisfaction and engagement. Work with stakeholders to identify process improvements and implement system enhancements, including custom fields, workflows and dashboards.
• User Support and Training: Collaborate with Learning & Development to provide training and ongoing support for users across departments, ensuring they effectively utilize the CRM’s features and functionalities.
• Budget Management: Manage the CRM budget, ensuring efficient allocation of resources to achieve strategic goals

Minimum Skill Requirements and Background:

• Desire and willingness to work in a collaborative, flexible and team-oriented work environment.
• Strategic thinking skills with the emphasis on complex and phased strategy development and execution.
• High level of demonstrable knowledge and proficiency with CRM software.
• Strong collaborative skills, ability to work with multiple parties and varying lines of business in a cohesive and competent manner.
• Data-driven mindset with the ability to analyze metrics and draw actionable insights.
• Dynamic, innovative thinker with a strong aptitude for problem-solving and highly enthusiastic about the opportunity to develop a premier CRM organizational system.
• Intermediate to advanced proficiency with Microsoft Teams, Excel and generally knowledgeable of all Microsoft Office Suite products.
• Detail-oriented, analytical, and data-driven.
• Excellent communication and interpersonal skills, capable of working collaboratively across teams and levels of leadership.

Education and Experience:

• Proficiency in CRM software, database management and reporting tools; basic understanding of APIs and integrations.
• 2+ years' experience in CRM management and developing CRM strategy within a Sales team in a highly competitive setting – Hubspot, Jack Henry Synapsis preferred.
• Bachelor's degree in Marketing, Communication, Business, or a related field.

Crews Bank & Trust is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.

EOE/Vets/Disabilities