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CRM Tech Manager
3 months ago
Job Title: CRM Tech Manager
Work Location: Huntersville, NC
Direct Report: VP of Customer Experience & Data Analytics
Company Overview: Based in Huntersville, NC, Homefront Brands is the latest platform for franchised property services businesses in North America. We have 5 brands (and growing) operating on our platform. Our mission is to be the growth engine for aspiring entrepreneurs, established business builders and our veterans to create and enhance the American dream of building a better future, through the application of our world class franchise models.
Summary
As the CRM manager for the Partner and Customer Experience (PCX) team, you will be responsible for managing and optimizing the PCX tech stack and roadmap. You will report to the VP of PCX, and under his direction work closely with other company stakeholders to ensure that we have the best tools and processes to support our customers and partners throughout their journey with us. You will also analyze and report on the performance and impact of our CRM initiatives and provide recommendations for improvement. This is a new role at HomeFront Brands and an excellent opportunity to make a significant impact on our rapidly growing company of brands
Responsibilities
- Manage and optimize the PCX tech stack, including responsibility for our company CRM: Serviceminder, HubSpot, Franconnect, RingCentral, CXOne, and other CX tech tool platforms.
- Develop and execute the PCX CRM roadmap, aligning it with the business goals and priorities on an ongoing basis.
- Responsible for the day-to-day maintenance and improvements of our CX tech stack platform, including updates, and enhancements, helping build reports and dashboards requested by internal stakeholders, manage workflows and security.
- Manage all aspects of the CX solutions and functions including provisioning of new users and helping troubleshooting issues with existing users.
- Ensure the optimal performance of our CRM, including upgrading and configuring systems for optimized integrations.
- Database management: implementing and managing customer database and communication records, transferring data, and making sure the data is up-to-date, clean, and accurate in coordination with the PCX Data Analytics team.
- Manage all additional tech stack solutions used by Inside Sales, Customer Success, and Support teams.
- Manage team performance by ensuring timelines are met and deliverables are within the established SLAs.
- Effectively align and collaborate with cross-functional partners to support GTM initiatives.
- Implement tools and processes for all brands that focus on improving efficiency, effectiveness, and productivity at scale.
- Provide first-tier support for any end-user technical questions support in cooperation with PCX knowledge base development, partner support, and internal support teams.
- Responsible for the evaluation of new tools that complement the current PCX tech stack.
- Collaborate with key company stakeholders to define and implement ongoing CRM best practices, standards, and policies.
- Monitor and evaluate the effectiveness and efficiency of our CRM processes and systems, using data and metrics to identify areas for improvement and optimization.
- Provide training and support to the PCX team and other users of the CRM platforms, ensuring that they are fully leveraged and utilized.
- Stay updated on the latest trends and developments in CRM and customer experience, and recommend new tools and features to enhance our capabilities.
Requirements
- 5+ years of experience in CRM management, preferably in a customer service, support, or care environment.
- Bachelor's degree in business, computer science, programming, or a related field.
- 3+ years of experience in CRM management, preferably in a B2B SaaS environment.
- Proficient in Salesforce, HubSpot, Zendesk, and other CRM platforms.
- Strong knowledge and experience with Serviceminder, RingCentral, Nice, InContact, CXOne, and other contact center applications and services.
- PMP, Six Sigma, program, and project management skills highly preferred.
- Experience in BPO CRM management is highly favored.
- Strong analytical and problem-solving skills, with the ability to use data and metrics to drive decision-making and improvement.
- Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders.
- Generous 401(k) Matching: HFB provides a robust 401(k) plan with a 100% match for the first 3% of an employee's contributions and a 50% match for the next 2%.
- Comprehensive Health Coverage: Access to health insurance to ensure the well-being of our team members.
- Employer Contribution to HSA: HFB contributes towards the Health Savings Account (HSA), promoting financial health.
- Dental and Vision Coverage: Enjoy the benefits of dental and vision insurance for a complete healthcare package.
- Life Insurance: HFB provides life insurance coverage, demonstrating our commitment to the security of our employees.
- Company Performance Bonus Plan: In addition to competitive salaries, employees are eligible for a bonus plan based on company performance.
- Paid Time Off (PTO): Take advantage of our PTO policy to maintain work-life balance and recharge.
- Paid Holidays: Celebrate 11 paid holidays throughout the year, giving you time to relax and enjoy special moments.
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