Customer Relationship Management and Enterprise Content Manager

Description

CIVIC CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins. 

ABOUT THE POSITION

The Customer Relationship Management and Enterprise Content (CRM/ECM) Manager is responsible for leading and optimizing Civic’s CRM and ECM platforms and services. This role will be responsible for leading a team of CRM/ECM administrators and developers while ensuring successful integration of these platforms with other systems and business processes. This role will work across Salesforce platforms, internal content management platforms, data warehouses and MuleSoft while collaborating to align solutions with business objectives and governance standards. The CRM/ECM Manager will be pivotal in designing, developing and implementing high-quality, scalable solutions that meet business needs and support the credit union’s strategic objectives. 

NORMAL DAY-TO-DAY WORK

1. Translate business requirements into well-architected solutions that best leverage Salesforce and Content Management platforms and products. 
2. Evaluate user needs, product requirements documentation and system plans. Participate in technical design sessions; develop technical solution documentation aligned with the business objectives. Apply best practices and technical/business experience to solutions, including design trade-offs and communication of design decisions.
3. Develop solutions and interfaces as required to meet business requirements. Develop, test, and document custom development, integrations, and data migration elements for implementations and ongoing platform operations.
4. Collaborate with cross-departmental stakeholders to design and optimize business processes and integrate business processes across systems. Leverage platform capabilities to optimize business processes and process design with a bias towards automation.
5. Design and develop enterprise systems as part of the software product lifecycle. Proactively identify risks and develop mitigation plans. 
6. Support platform road mapping, integrations, and adoption strategies to support organizational growth and digital transformation.
7. Manage high-level vendor relationships and ensure vendors deliver solutions that meet strategic objectives, performance standards, and compliance requirements.
8. Lead, mentor, and develop a team of CRM/ECM administrators and development professionals, fostering professional growth and a collaborative, high-performance environment. 
9. Display integrity, self-awareness, courage, and respect for staff while ensuring learning agility and flexibility, communicating and delegating effectively. Work effectively, collaboratively, and creatively in a team-oriented environment both internally and externally.
10. Take ownership for actions, decisions, and results; openly accept feedback and demonstrate both the willingness and ability to improve.

JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum of 4 – 6 years of experience in CRM, Content Management Business Analysis, or related technology roles, and a minimum of 1-3 years of management or leadership experience.
2. Proven ability to manage and administer complex digital platforms, including online banking systems and CRM solutions.
3. Experience developing and executing digital strategies that drive member or customer engagement and operational efficiency.
4. Strong vendor and stakeholder management skills, including contract negotiation and performance management.
5. Excellent communication and presentation skills, with the ability to influence executive stakeholders and bridge technical and non-technical discussions.
6. Proficiency in data analysis and reporting to inform digital decision-making.
7. Deep understanding of SDLC, Agile methodologies, and digital security standards.
8. Ability to function in a consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.
9. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).
10. Travel required on occasion.

Here are a few qualities we’d LIKE for you to have to make you more suited for this position.

1. Bachelor’s degree in Business, Information Technology, Digital Operations, or related field
2. Experience working in the financial industry or at a financial institution.
3. Experience managing Salesforce, Nautilus or comparable CRM/ECM systems.
4. Familiarity with digital analytics tools such as Tableau, Power BI, or Salesforce analytics.
5. Demonstrated ability to lead digital transformation initiatives.
6. Strong facilitation and strategic planning skills.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at: 

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609 

careers@civicfcu.org