CRM Program Manager

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 Role Summary
 
The CRM Program Manager is responsible for leading the execution of the global CRM strategy for the GAIN Capital brands across all regions. In this role, you will collaborate closely with leaders across multiple business user groups and global teams to execute CRM strategies that are aligned to the short-term and long-term goals of the business, focused on building capabilities and business processes designed to optimize the overall customer experience.
One of GAIN Capital strategic priorities is to leverage CRM to better engage with customers throughout their end-to-end journeys -- customer obsession that will drive higher levels of company revenue. The key objectives of this position will be to help grow revenue by successfully delivering enhanced sales and marketing capabilities, tools and processes that enable customer facing teams to deliver high quality, cost-efficient service. Measurements of success include improved customer engagement and retention metrics, lower service costs, and higher overall customer satisfaction.
This position reports to the SVP of Product Delivery.
 
Key Responsibilities
 
  • Lead a cross-functional team to develop the strategic CRM roadmap with the goal of aligning business processes with customer strategies that build customer engagement and loyalty
  • Maintain the global CRM roadmap, including sequencing and timing of capabilities and features
  • Build relationships with operational leaders across the business, including sales, brand and regional marketing, partnerships, and customer operations, to develop an intimate understanding of needs, priorities, strategies and plans.  Ensure compliance, BI and technology requirements are fully considered in all plans
  • Triage all incoming requests to ensure strategic relevance
  • Prioritize requirements collaboratively with cross-functional stakeholders and technology leads
  • Establish milestones and manage the implementation and evolution of our CRM roadmap
  • Lead internal communication to ensure stakeholders and management are well-informed regarding program objectives, priorities, progress and timelines
  • Lead CRM projects and ensure alignment with PMO governance and standards
  • Coordinate with cross-functional teams to ensure a successful launch of solutions through collaborative design sessions and training
  • Champion CRM concepts and capabilities to senior leaders and drive adoption across the enterprise
  • Manage vendor relationships and keep up to date with new features and functionalities
Skills, Knowledge & Experience Required
 
  • Bachelors degree, Masters or MBA preferred
  • A minimum of 7 years of program management experience
  • Good working knowledge of the application of Marketing technologies stack for customer experience / CRM / digital media
  • Current Experience with Salesforce Sales, Service and Marketing clouds
  • Strong customer focus (both internal & external) and understanding of CRM principles and strategies
  • A team player, with a demonstrated record of partnering with teams across the organization and influencing to achieve alignment and business results across multiple teams who may have different goals
  • Strong strategic mindset. Complex and innovative problem-solving, analytical, and critical thinking capabilities. Understands the business and is able to connect business challenges and CRM strategy/tactics
  • Strong communication skills (verbal and written)
  • Disciplined; has the ability to manage competing priorities and operate effectively within a highly matrixed, global organization
  • Excellent cross functional project management experience with an ability to partner with and motivate others
  • Strong leadership and people management skills, with demonstrated ability to recruit and develop team members
 
 
 
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