CRM Performance Manager

POSITION SUMMARY:

The CRM Performance Manager will be the outcomes owner of the bank’s CRM performance, measurement and sales optimization to drive innovation, customer engagement and revenue growth. This role, though housed within the product, planning & strategy teams, will engage with sales, operations, technology and customer-facing channels. The ideal candidate will collaborate cross-functionally with technology, data, sales and external partners to better customer experience while tracking and lifting sales closures. This is a highly visible role requiring clear and effective communication and hands-on execution.

ESSENTIAL FUNCTIONS:

Area #1 Product & Lifecycle Management (50%)

• Own the end-to-end product lifecycle – roadmap >> launch >> iteration.
• Drive the roadmap and backlog for CRM platform features (e.g. referral flows, lead creation, onboarding tools, dashboards).
• Drive improvements in planning, reporting, quota, operational cadence and sales programs.
• Audit and optimize sales flows with a focus on operational efficiency.
• Facilitate user testing and feedback loops to validate and refine experiences.
• Work with technology teams to ensure timely and high-quality delivery of features.

Area #2 Sales Development, Platform Advocacy, and User Adoption (50%)

• Establish and facilitate an ongoing training cadence to increase user adoption.
• Craft clear and comprehensive user guides, procedures, and FAQs.
• Translate usage data and research into actionable product ideas that drive platform adoption and revenue growth.
• Collaborate with bank partners to develop sales goals and determine the best use of the CRM platform to accomplish those goals.
• Experience with marketing automation platforms, customer engagement tools, referral systems and digital banking platforms (e.g. Microsoft Dynamics, Salesforce, ServiceNow, etc.). Exposure to data, cloud warehouses (e.g. Snowflake) and AI tools.
• Champion UX/UI excellence by applying design thinking methodologies and journey mapping to deliver intuitive and impactful digital interactions. 
• Prepare and present updates, roadmaps and product performance reports to stakeholders and leadership.

OTHER RESPONSIBILITIES: 

• Successfully complete all mandatory training on related Bank and BSA compliance as well as other laws and regulations as assigned in a timely manner.
• Perform all assigned duties under Bank’s compliance programs and related laws & regulations.
• Perform other duties as assigned.

Education, Experience and Skills Required:

• Bachelor’s degree with 5-8 years of experience in product management, sales, analytics, CRM platforms (e.g. Microsoft Dynamics 365, Salesforce, ServiceNow, etc.) or related field.
• Familiarity with retail and digital banking products or platforms is a strong advantage.
• Experience with training frontline staff is a plus.
• Working knowledge of banking regulations and data collection consent requirements.
• Comfortable interpreting data and behaviors to make recommendations.
• Strong collaboration and communication skills; experience working in cross-functional teams.
• Problem solver mindset with a passion for delivering streamlined experiences through process improvement.
• Storyteller who can effectively communicate with all levels of the organization. 

COMPENSATION:

The base pay range for this position is USD $90,000.00/Yr. - USD $120,000.00/Yr plus full benefits. Exact offer will be determined based on job-related knowledge, skills, experience, and location.