Job Opportunities

Job Title: Customer Relationship Management (CRM) Manager
Status: Exempt
Supervised By: Chief Operations Officer

Job Description:

The Union Sportsmen’s Alliance is a national non-for-profit organization dedicated to uniting the union community through conservation to preserve North America’s outdoor heritage. We engage, educate and organize Union members, their families and like-minded individuals who share a passion for hunting, fishing, shooting and the great outdoors. Our members volunteer their time and unique trade skills to expand and improve public access to the outdoors, conserve and maintain critical wildlife habitats, restore our nation’s parks and provide mentoring programs that introduce you to the outdoors.

The Union Sportsmen’s Alliance is looking to hire a Customer Relationship Management Manager to work out of our Spring Hill, TN Headquarters. The Customer Relationship Management Manager will serve as the USA’s lead CRM expert, applying technical expertise to help lead the delivery of Salesforce development, implementation, monitoring, data input and integration, maintenance, and optimization of our CRM project and database. The Customer Relationship Management Manager educates and trains the USA professional team on the use of Salesforce/CRM, and is responsible for project leadership, management, quality and timely/cost-effective delivery. CRM Manager will work effectively with senior leadership, key personnel across the organization and multiple stakeholders external to the organization. The position will also proactively advise leadership on performance and develop annual plans for increased ROI based on CRM data insights and facts.

Job Qualifications:

  • • A passion for the mission of the Union Sportsmen’s Alliance.
  • • A Bachelor’s Degree in business, communications, technology or related field preferred.
  • • 3+ years of experience working in and managing a CRM (preferably Salesforce).
  • • Marketing automation skills and knowledge a plus
  • • Proficient with Microsoft Office applications, Internet usage and other software applications.
  • • Data analysis capabilities
  • • Strong verbal, written and organizational skills, especially in the context of process documentation and training.
  • • Salesforce.com Administrator Certification preferred, but not required.
  • • Organized and efficient; attention to detail; ability to manage multiple projects simultaneously and meet tight deadlines; ability to produce clear and transparent documentation

Summary of Job:
This role will support utilization, development and data integrity of the Union Sportsmen’s Alliance CRM.

Key aspects to include:

  • • Provide overall leadership and direct teams in the delivery of high-quality products on time and within budget
  • • Manage business requirements and scope on a technical level, and coordinate between cross-functional teams to ensure product adherence to business requirements and architectural directions.
  • • Team with other Project Managers to coordinate work effort between analysis, development, architecture, operations, release management, and quality assurance teams to ensure alignment of technical solutions to business objectives and priorities.
  • • Provide key input/status to senior-level business stakeholders during project design, build and testing phases.
  • • Directly and indirectly manage the work efforts with staff, 3rd party development personnel, and vendors, in the delivery of assigned projects and programs.
  • • Coordinates and communicates deployment status and issues to leadership on planned dates.
  • • Resolve issues that stand in the way of project success.
  • • Participate in writing Statements of Work and proposals.
  • • Excellent communication skills (both written and verbal) with strong presentations and facilitation skills (proficiency in Visio, Work, PowerPoint)
  • • Demonstrated ability to influence and consult (providing options with pros, cons and risks) and lead sponsors/stakeholders to the solution of business process and/or technical problems.
  • • Experience in development of custom applications using Sales cloud, service cloud, customer and partner communities.
  • • Experience designing and developing applications on Salesforce Platform.
  • • Ability to triage issues across multiple systems and drive technical issues to resolution.
  • • Ability to lead by influence up, down and across an organization.

Essential Duties and Responsibilities:
TECHNOLOGY

  • • Supports USA by implementing CRM standards, policies, procedures and day-to-day work instructions; responsible for determining business rules around the CRM and providing recommendations to leadership.
  • • Works with the entire team to ensure that the CRM is being utilized in the most efficient way.
  • • Ensures appropriate process and execution of data for list pulls, regular reports, dashboards and constituent updates.
  • • Manage the design, development and maintenance of CRM database and campaign management tools, and ensure the software is utilized fully for business development purposes.
  • • Collect, compile and mine, and synthesize CRM data to help the organization develop and understand KPIs and other thresholds for success.
  • • Create and maintain appropriate CRM metrics, reports and segmentation metrics as required by marketing team. Ensure the database is segmented effectively for distinct/targeted marketing activity.
  • • Partner with key stakeholders across multiple functional areas to understand business needs and requirements, identify issues and risks, suggest strategies, recommend best practice solutions, build consensus, obtain buy in/sign off and communicate regular status updates
  • • As required, ensure new data integration with CRM database is successful
  • • Develop and deliver targeted training sessions to current and new users; update existing documentation and training manuals, creating new documents as needed.
  • • Monitor and ensure CRM data is accurate and team is in full adoption/use.
  • • Fully document work processes and activities.
  • • Troubleshoot and manage resolution of reported issues or challenges.
  • • Review latest application releases from Salesforce.com to determine new features that are appropriate for the team; make recommendations to department leadership.
  • • Maintain up-to-date knowledge of evolving CRM best practices; investigate and report on new trends, and new ways to utilize the CRM.

Other Duties and Responsibilities:
Position may require occasional travel. Travel expenses are reimbursed.


To apply:

Please send your cover letter and resume to Jim Ward at jimw@unionsportsmen.org.

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