Customer Relationship Management (CRM) Manager

Description

About the ELCA

The ELCA is one of the largest Christian denominations in the United States, with 3 million members in more than 8,700 worshipping communities across the 50 states and in the Caribbean region (Puerto Rico and the U.S. Virgin Islands). With a vision to live in a world experiencing the difference God’s grace and love in Christ makes for all people and creation, the ELCA strives to be a welcoming, thriving, and connected church that introduces people to Jesus so they can discover community, justice, and love.

The Lutheran Center (national office) is located in Chicago, Illinois. A staff of 400, under the leadership of the Presiding Bishop, serve as administrators, advisors, conveners, partners, and resource people for the ELCA and its ministries. Staff lead the work of national, domestic, and global ministries and programs including Lutheran Disaster Response, ELCA World Hunger, Service & Justice, Christian Community and Leadership, and Innovation. We are also home to five of our separately incorporated ministries: The Mission Investment Fund of the ELCA, Women of the ELCA, Lutheran Men in Mission, the ELCA Foundation and the ELCA Federal Credit Union.

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 - MIF's values are rooted in Christian faith, Lutheran traditions, and our identity as a ministry of the ELCA; Integrity, Customer Focus, Inclusion and Diversity, Faithful Stewardship, Courage and Openness to Change.

About the Position

 With the goal of gaining a single, 360-degree view of customer activity and engagement, the Customer Relationship   Management (CRM) Manager will lead the organization in the ongoing use of its   CRM as the primary tool to capture, manage, access, and share customer and   prospect data across the organization. By working with customer-facing teams, the CRM manager will be responsible for ensuring organization-wide adoption   and efficient use of the system to serve business and customer needs.

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.

The eligibility of a candidate for remote or hybrid positions may depend on the residency of the candidate, and the budget for the role, including salary or pay, insurance coverage, and/or tax burden. Candidates for this position must reside within the fifty United States or the District of Columbia and be authorized to work lawfully in the United States. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

1. 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.

2. Understands and aligns business needs with industry   and software best practices. Develop recommendations to increase utilization   and sophistication of organization’s CRM environment and related products and   add-ons. Contributes to org-wide goals of increased efficiency, improved   customer experience, effective data management and data-informed   decision-making.

3. Serves as subject matter expert on CRM, manages the   roll-out of new functionality, training and continued education of user   groups and staff.

4. Manages audience segmentation by building queries   and validati