Church Communication CRM Product Manager

About the role

The Salesforce Customer Relationship Manager (CRM) – Principal Salesforce Administrator for the Church Communication Department, to support the stability, continuity, and effective use of the global Salesforce CRM.

Responsibilities

• Support worldwide efforts to identify, maintain, and strengthen strategic relationships with government, interfaith, media, community, and other opinion leaders.
• Develop processes that ensure effective follow-up following meetings with General Authorities and other senior Church leaders.
• Develop reporting and analytics that enable leaders to evaluate outreach efforts, relationship engagement, and organizational effectiveness.
• Own the vision, roadmap, and lifecycle of the Church’s CRM platform.
• Prioritize product enhancements based on customer needs, organizational objectives, and strategic priorities.
• Lead planning for current and future capabilities, including integrations, workflow automation, reporting, AI-enabled solutions, document generation, and relationship-management processes.
• Establish and maintain a prioritized backlog, release schedule, and multi-year product roadmap.
• Measure product performance, adoption, and customer outcomes, and identify opportunities for continuous improvement.
• Administer, configure, and maintain Salesforce CRM.
• Design and maintain workflows, automation, validation rules, reports and dashboards.
• Lead Quality Assurance testing efforts for system enhancements, upgrades and integrations.
• Collaborate with stakeholders to gather requirements and translate them into CRM solutions.
• Manage teams and volunteers who administer the CRM.
• Provide corporate training and user support including developing and conducting training.
• Create and maintain clear technical documentation for system admins and users.
• Utilize advanced Microsoft Excel skills for reporting, data analysis, and reconciliation.
• Troubleshoot system issues and implement effective solutions in a timely manner.
• Stay current with releases and emerging technology trends to recommend improvements.
• Manage vendor relations and project budgets.
• Provide responsive support outside of standard business hours, as needed, to accommodate inquiries and operational needs from a global workforce across multiple time zones, ensuring timely communication, issue resolution, and continuity of service.

Qualifications

• Bachelor’s degree in Business, Communications, Information Systems, Marketing, Public Administration, or a related discipline, or equivalent professional experience.
• Five years of relevant professional experience in product management, CRM administration, business systems, customer success, project management, or a related field.
• Experience managing enterprise Salesforce environments.
• Current Salesforce Administrator Certification.
• Strong knowledge of configuration, automation, reporting, dashboards, and integrations.
• Experience with data governance and security experience.
• Excellent communication and training skills.
• Advanced Microsoft Office experience.
• Demonstrated experience managing enterprise products through the full product lifecycle, including vision, planning, roadmap development, launch, adoption, support, and end-of-life considerations.
• Experience translating customer needs and business requirements into product requirements, acceptance criteria, and technical solutions.
• Strong project management, prioritization, and organizational skills.
• Excellent written, verbal, and presentation skills.
• Proven ability to influence cross-functional teams without direct authority.
• Experience leading organizational change, training, and user-adoption initiatives.
• Strong analytical skills with the ability to use data to inform decision-making.
• Experience managing vendors, budgets, and technology initiatives.

Requirements

Must be a member of The Church of Jesus Christ of Latter-day Saints and currently temple worthy.