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Manager, CRM Data & Lead Administrator

Posted 
February 7, 2020

Overview

Maximize and extend the efficacy of CPM and its data for engagement, conversion, innovation and decision-making by leading and managing CRM resources through robust data governance strategy, efficient CRM administration and innovative solution design.

Key Job Requirments

I. Lead and Manage CRM Data Governance

  1. Serve as the champion of CRM data governance, managing strategy for data integrity, standardization, architecture, security and interoperability
  2. Follow best practices for maintaining the security and accessibility of CRM data
  3. Maintain CPM’s PCI Compliance strategy related to secure user and data management practices

II. Lead CRM Administration

  1. Serve as the lead Salesforce Administrator for Cascade Public Media
  2. Administer Salesforce user accounts and profiles, including setting account-creation protocols that are in line with CPM security policy and business objectives
  3. Maintain thorough knowledge of CRM data architecture and data model
  4. Manage and deploy CRM releases (standard Salesforce and NGO Connect), including testing, end-user training and documentation
  5. Manage and monitor budgeted CRM resources, in cooperation with the IT Director, such as Salesforce user accounts, Salesforce data storage and fee-based Salesforce applications
  6. Design and deploy Salesforce customizations, such as page layouts, picklists, custom fields, report types and other customization that support CPM's business objectives
  7. Deploy, administer and support connected Salesforce applications, such as Marketing Cloud Salesforce Connector, MVault Connect Multi-station (PBS Passport), APIs and 3rd-party applications
  8. Manage and lead strategy, governance, training and support of Salesforce Reports and Dashboards
  9. Work collaboratively with Salesforce administrators in the Data and Analytics and IT Departments
  10. Serve as the primary support contact for CRM vendors
  11. Maintain Salesforce currency by participating in training and learning opportunities

III. Lead and Manage CRM Data Stewardship

  1. Serve as the champion of data integrity by managing and executing tasks, policies, procedures and protocols that maintain the accuracy and efficacy of CRM data
  2. Manage the CRM data retention strategy (archiving and purging of data)

IV. Lead and Manage CRM Data Integration Solutions

  1. Design, execute and support integration solutions, tools, workflows and automation; includes integration of transactional data, prospect data, engagement data and personalization data
  2. Work closely with the Director of Data and Analytics to seek innovative solutions for integration of data, with an emphasis on automation, quality, scalability, interoperability and usability
  3. Work closely with the Digital Technology team on projects related to digital platform integration

V. Lead and Manage CRM Data Stewardship

  1. End-to-end deployment of Salesforce applications and solutions that extend functionality, increase efficiency and support the organization's engagement and conversion goals

VI. Lead and Manage CRM User Support and Empowerment

  1. Manage and execute end-user support strategy, which includes all components of the CRM, including supporting applications
  2. Manage and execute the CRM training program, which includes on-boarding and on-going trainings
  3. Draft, publish, maintain and share business process documentation 
  4. Lead CPM’s CRM User Group meetings 
  5. Other duties, responsibilities and activities may change or be assigned at any time with or without notice

Education and Experience

  1. Bachelor’s Degree or equivalent experience required
  2. 4+ years of experience in a database management or an information management role(s) is required
  3. 4+ years of Salesforce Admin experience is required; Salesforce Admin Certification (ADM201) is required; hands-on experience with Salesforce Lightning Experience is required
  4. Knowledge of relational database platforms, modeling, design or development is required
  5. Experience using native Salesforce automation tools, including Process Builder, Flows, Workflow Rules and DLSR; experience with SOQL and/or Apex Code is required; experience with user-centered design practices preferred
  6. Experience with any of the following applications is preferred: Data Loader, Demand Tools, Salesforce Marketing Cloud 
  7. Experience training end-users required; experience designing training curricula preferred
  8. Advanced Excel and MS Access expertise is required (pivot tables, functions, macros, etc.)
  9. Must be able to maintain currency of skills and knowledge related to information management, and CRM applications, tools, trends and best practices
  10. Must be able to maintain subject-matter-expert-level knowledge of CPM’s CRM business processes, rules, architecture and data models 
  11. Supervisory experience is preferred
  12. Experience drafting end-user documentation preferred
  13. Ability to deliver quality customer service
  14. Experience in a non-profit environment preferred
  15. Must be able to work collaboratively across functional teams

Physical Requirements

  • Ability to view data on a computer screen for long periods of time
  • Ability to type on a keyboard for long periods of time
  • Ability to sit or stand for extended periods

Cascade Public Media is committed to building a team that represents a diversity of thought, experience and personal background