Customer Relationship Management (CRM) Manager

About The Mission Investment Fund

The Mission Investment Fund (MIF), a financial ministry of the Evangelical Lutheran Church in America, supports the establishment and growth of ELCA congregations, synods, and affiliated ministries by providing loans for capital projects for congregations and ministries. To fund these loans, MIF offers a variety of investments to ELCA members, congregations, and ministries.

The ELCA Federal Credit Union, a financial ministry partner of the Mission Investment Fund, offers financial products and services to members, pastors, congregations, synods, affiliated ministries, and their employees. The portfolio of products includes low-cost loans, deposit accounts, credit cards, and other solutions within a not-for-profit, cooperative structure.

Values

• Christian faith
• Lutheran traditions
• Ministry of the ELCA
• Integrity
• Customer Focus
• Inclusion and Diversity
• Faithful Stewardship
• Courage and Openness to Change

About The Position

This is a full-time, regular, exempt (salaried), Chicago-based hybrid position. This position has responsibilities that will require being in the office on a weekly basis. This could mean 2-3 days most weeks and possibly more days when meetings and other events are happening that this position supports.

Responsibilities

• Manages, coordinates, and maintains the design, performance, and ongoing enhancement of the CRM for sales, marketing, and operations.
• Manages the sales pipeline, prospect and customer profiles, marketing automations, customer service tasks and events, sales and service workflows, case management, and sales-, marketing-, service and operations-focused reporting and dashboard needs.
• Understands and aligns business needs with industry and software best practices.
• Develops recommendations to increase utilization and sophistication of organization’s CRM environment and related products and add-ons.
• Serves as subject matter expert on CRM, manages the roll-out of new functionality, training and continued education of user groups and staff.
• Manages audience segmentation by building queries and validating list results to create targeted marketing lists for use in marketing and sales efforts.
• Tracks and monitors communication preferences such as undeliverable mail, unsubscribes, and “do not mail”.
• Develops end-to-end processes for use of customer/prospect data in communications and reports.
• Performs QA, map variable data fields, and securely import and export data from third-party vendors and applications.
• Ensures compliance with CAN-SPAM laws for commercial email marketing and data privacy.
• Performs other duties as assigned.

Requirements

• 3-5+ years of experience managing CRM systems, preferably within the Salesforce ecosystem such as Financial Services Cloud, Marketing Cloud and/or Sales Cloud.
• Bachelor’s Degree preferred in computer science, data science, information systems, or related field or equivalent combination of education and experience.
• Certification as Salesforce Service/Sales Cloud Consultant a plus.
• Experience working closely with end users (Customer Service, Sales, Marketing) to understand business needs and build and deliver solutions that optimize the user experience and meet business goals.
• Experience building strong working relationships with business partners, project managers, internal IT team, vendors and external consultants.
• Demonstrated ability to work independently and with teams, managing projects with a high attention to detail, follow-through and resourcefulness.
• Experience tracking and monitoring KPI’s related to the sales pipeline, customer service case management, and marketing campaign results.
• Experience with SQL or other data management, analysis and query tools.
• Experience in financial services a plus.
• Commitment to diversity, equity, inclusion, accessibility, and anti-racism.
• Appreciation for the mission, vision, values of the Mission Investment Fund, ELCA Federal Credit Union, and the ELCA.

Minimum Technical Competency

• Computer knowledge that enables you to operate a Windows Computer and follow basic troubleshooting instructions.
• Software skills to efficiently use computer programs and applications.
• Ability to leverage computer knowledge and software skills to understand new software, follow process, and identify opportunities for improvement.
• Must have experience using Microsoft Office applications (Word, Excel, Teams, Outlook, etc.).

Physical

• Regularly required to talk and hear, use hands and fingers to operate a computer and telephone.
• Sitting for long periods of time.
• May be required to lift boxes of materials.

Contact

If you have questions about this job or your application, please complete this form to contact Human Resources.

Salary

The ELCA offers a competitive benefits package for eligible employees, including employer paid health premiums for employees, health and dependent care FSA’s, a health savings account (HSA) with an employer contribution, life insurance, and a substantial employer contribution to 403b retirement plan (no match required).

We also offer a generous paid time-off policy including 11 paid holidays. All benefits commence on your start date.