Customer Experience & Contact Systems Manager

Responsibilities

• Oversee the day-to-day administration, configuration, and maintenance of the CRM platform.
• Ensure the CRM system is optimized for performance, scalability, and user experience.
• Manage system upgrades, patches, and integrations with third-party applications.
• Lead the customization of the CRM platform, including creating custom objects.
• Collaborate with business users to gather requirements and design tailored solutions that meet operational and strategic needs.
• Manage the development and deployment of the CRM platform, including but not limited to components, pages, and code.
• Ensure data integrity, accuracy, and consistency across the CRM platform and integrated systems.
• Collaborate and provide support for customer 360 enablement, integrations, and utilization.
• Develop and manage reporting and dashboards to provide key business insights.
• Monitor data quality and implement processes to maintain clean and accurate data.
• Provide support to CRM platform users, troubleshooting system issues and managing user access and permissions.
• Collaborate with learning and development to ensure training programs maximize the effectiveness of the CRM.
• Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies, and procedures, and apply them to daily tasks.
• Deliver a consistent, high level of service within our Serving More standards.
• Other duties as assigned.

Requirements

• High School Diploma or Equivalent.
• Bachelor's degree in computer science, business administration, or related field or equivalent relevant work experience.
• Minimum 2 years of experience in IT with knowledge or background in CRM processes and/or solutions.
• This position is hybrid: Monday through Wednesday on-site in our Newark, Ohio offices and Thursday–Friday remote.
• Must be able to remain in a stationary position a minimum of 75% of the time, constantly operate a computer, and be in constant communication with coworkers and stakeholders to discuss and exchange accurate information.

Schedule

Hybrid: Monday–Wednesday on-site in Newark, Ohio; Thursday–Friday remote.