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Cloud 4 Customer CRM Manager

3 months ago

Green Bay, United States Nature's Way Full time
Job DescriptionJob Description

Cloud 4 Customer CRM Manager

Welcome to a better way, an authentic way. Welcome to Nature’s Way.

Inside our minds, inside our hearts, inside our business, inside our bottles.

Our reason for being, the purpose that inspires our work every day, is quite simple: Help people live healthy lives.

When we help people live healthy lives, we build a happier, healthier world for everyone.

How we go about our work drives TRUST in who we are, what we do, and the products we produce. That means something important to the world, and it means the world to us.

People TRUST

  • Our products to be the gold standard
  • Our words to be true
  • Our claims to be honest,
  • Our actions to have integrity.

Together we work with an awareness of how even small actions affect others, an attitude of kindness and concern for each other, and a drive for action that helps people live healthy lives.

It’s the best way. The right way. The only way. Nature’s Way.

Be a part of helping people live healthy lives as our new CRM Manager. 

SUMMARY
The CRM (Customer Relationship Management) Manager is responsible for conducting in-depth analysis, design and implementation of CRM configurations and enhancements. The objective of the role is to improve sales and customer care effectiveness and efficiency through the use of SAP C4C (Cloud for Sales and Cloud for Service) technology. The role manages a team of external consultants that complete projects, provide day-to-day maintenance, and execute new requests for configuration of the CRM tool. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Serve as a trusted advisor to assigned business areas – Nature’s Way, Integrative Therapeutics & Canada. Develop an understanding of business strategies and user needs to best utilize C4C technology. Spend time with users in the field to gain deep user insight.
  • Act as the application architect for assigned broad functions, providing strategic leadership for CRM solution leveraging industry 'best practice' capabilities.
  • Responsible for understanding new enhancements and capabilities of C4C. Responsible for understanding the needs of users and how they can function more effectively through the use of technology.
  • Manage multiple small to large size enhancements and projects including cross functional initiatives.
  • Define the role of C4C in improving the effectiveness of sales, marketing and customer service within the Retail, Practitioner & Canadian business units.
  • Develops and manages project budgets. Responsible for scope and resource management for assigned projects. Define when outside resources are needed and the scope of work from outside resources. Manage project budget and relationship with consultants. Negotiate yearly support contracts with external consultants.  Facilitate communication between external consultants and internal IT resources when both are needed to complete project tasks.
  • Participates in development of business cases and manages business cases throughout project life cycle.
  • Work closely with Business Unit SME’s (subject matter experts) in Sales, Marketing and Customer Care to prioritize enhancements and upgrades. Provide guidance and C4C expertise to create solutions that enhance sales and service effectiveness.
  • Make configuration changes to C4C to fit business strategy and needs. Consult with Information Technology department or outside consultants to insure C4C stability, security, connectivity and integration with other Information Systems.
  • Create requirements for changes to existing customizations, and work with Information Technology or outside resources to ensure they meet business needs. Manage all project timelines to ensure roll out of new functionality is seamless to the user community.
  • Effectively facilitate integration of sales data and processes in C4C with marketing data and processes in marketing automation tool, HubSpot.
  • Communicate capabilities and solutions across Business Units to foster new solutions and best practices.
OTHER SKILLS AND ABILITIES
  • Extensive expertise in SAP C4C capabilities and applications.
  • Excellent communication and facilitation skills.
  • Strong testing and change management skills required.
  • Good project management skills. Excellent leadership, planning and organizational skills.
  • Ability to manage and support multiple initiatives.
  • Ability to multi-task between projects and day to day user support
  • Ability to gain insight into user needs and translate those to solutions within C4C.
EDUCATION and/or EXPERIENCE
College degree in Information Technology or Business with 4-6 years of project experience in technology related business projects. 

All benefits are effective on day 1 of employment.

Medical Option to select either a PPO plan or one of 2 high – deductible medical plans that includes a company contribution to your personal health savings bank account.

Dental Delta Dental PPO & an option to select an enhanced dental plan.

Vision Routine preventative coverage under medical plan and an option to elect additional voluntary coverage

Time Off All employees receive 11 holidays off per year, as well as paid time off that starts at a minimum of two weeks per year.

401K Plan Company match of up to 4% as long as employees contribute a minimum of 6% to the account. An additional profit-sharing contribution is also made to employee accounts if the company meets its annual targets.

You’ll also enjoy a variety of other benefits that support your long-term health and wellness:

  • Company provided short-term & long-term disability
  • Life and AD&D insurance
  • Flexible spending accounts
  • Voluntary critical illness & accident coverage
  • New parent phase-in program & paternity leave
  • Educational assistance reimbursement
  • Product discounts & a wellness program

Start Helping People live Healthy lives today

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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