Senior Manager, CRM Strategy

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 GAIN Capital Sr. Manager, CRM Strategy is a Customer Relationship Management (CRM) professional focused on working with the business process and development teams to design, implement and manage deployment of CRM solutions across the enterprise. This individual demonstrates a keen understanding of core CRM principles, knowledge of the customer lifecycle, and considerable experience with our primary CRM tool Salesforce.com. The Sr. Manager, CRM Strategy is a pivotal role in delivering a best-in-class client engagement via customer journeys, campaigns and the overall customer experience across engagement platforms, such as Salesforce and ExactTarget. This role serves as a liaison between multiple business user groups and global teams including marketing, product management, sales, partnerships and client operations, as well as compliance and technology to uncover business needs, align with business processes and enable solutions taking advantage of our CRM tools and capabilities.
 
The Sr. Manager, CRM Strategy leads requirement gathering sessions, working with capabilities owners across Salesforce sales & service offerings, ExactTarget marketing automation, Sitecore CMS and other marketing technologies, to deliver business applications. This role contributes toward building CRM capabilities roadmap and oversees all stages of project execution, through requirements definition, implementation, UAT and training.
 
Candidates for this role should possess knowledge of Salesforce.com (both functional and strategic) and its integration capabilities, and act as internal cheerleader showcasing best practices to advance sales & marketing efforts, improve customer service & relationship management and enhance the overall client experience.
 
Reporting to the Global Head of CRM Strategy & Programs, this is a pivotal role in delivering cutting edge solutions aligned to customer lifecycle metrics and engagement goals. 
 
Responsibilities:
 
  • Be the subject matter expert in CRM best practices, tools and processes, and work closely with stakeholders ensuring effective utilization of CRM systems capabilities and operation
  • Manage execution of CRM strategic roadmap aligning Saleforce.com enhancements to meet business objectives
  • Partner with business and technology teams, proactively defining customer contact management requirements and collaborating to enable optimal CRM solutions for GAIN Capital
  • Contribute towards single view of customer initiatives and leverage customer insights, such as segmentation and propensity scores, using CRM systems including Salesforce.com and its integration with Sitecore, ExactTarget and GA360
  • Oversee business related Salesforce.com administration functions and manage junior team members
  • Manage CRM projects across the business, while ensuring best practices and standards are followed companywide
  • Communicates customer trends, issues, targets and opportunities using analytics
  • Drive adoption of CRM systems by providing training across the enterprise
 
Required Skills/Qualifications:
 
  • Bachelor’s degree or equivalent in Business, Marketing, Economics or a related field
  • 5+ years of experience with Salesforce.com (across Sales, Service, Analytics and Marketing Clouds); Salesforce.com Administrator Certification a plus
  • Experience providing enterprise level (100+ users) Salesforce.com solutions for multiple departments and stakeholders
  • Marketing Automation Administrator experience a plus (ExactTarget, Marketo, Eloqua or similar)
  • Experience with website CMS platforms a plus (Sitecore, WordPress or similar)
  • Strong customer focus (both internal and external) and understanding of CRM principles and strategies
  • Strong familiarity with the business processes of sales, marketing, and customer support
  • A team player, adept at working across departments to ensure user adoption and satisfaction
  • Problem solving mind set and sound decision-making skills demonstrated through successfully managing competing priorities
  • Strong marketing experience focusing on CRM, Sales and Customer service processes
  • Demonstrated ability to operationalize segmentation strategies
  • Strong analytical and Excel skills
  • Strong oral and written communication skills
  • Self-motivated and highly results-driven in a fast-paced and results oriented environment
  • Keen understanding of key operational metrics and performance indicators used to manage a Customer Relationship environment
 
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