Manager Producer CRM (Salesforce)

Role Overview

The Customer Relationship System Manager is responsible for managing producer data governance and ensuring efficient CRM operational processes to support both producer engagement and compliance tracking. This role leverages producer data to create data-driven dashboards and reports, generating strategic insights to shape engagement strategies and campaigns. Additionally, the Manager provides data support for producer satisfaction and customer service metrics, tracking producer inquiries and service levels, and developing tools for Customer Service and Account Management teams. This position works closely with Communications, Account Management, and Customer Service to ensure data-driven alignment with organizational goals.

Key Responsibilities:

1. CRM Producer Data Strategy, Governance, and Management:

• Oversee producer data governance within Salesforce, ensuring data accuracy, consistency, and regulatory compliance.
• Maintain seamless CRM operations, including lead management, data integrity, and workflow automation.
• Use Salesforce Marketing Cloud’s Customer Data Platform (CDP) to aggregate and segment producer data, supporting targeted engagement through personalized strategies.
• Develop dashboards and reports to monitor metrics like producer recruitment, compliance, and engagement.
• Identify and integrate external data sources to enrich CRM data and provide deeper insights for recruitment and engagement.

2. Support for Producer Services, Account Management, and Customer Service Teams:

• Generate data-driven insights to enable targeted recruitment and engagement for Account Managers. Ensure Salesforce workflows support streamlined outreach and producer tracking.
• Provide Account Managers with real-time reports on producer compliance, aiding in registration and compliance progression tracking.
• Collaborate with the Customer Service (Producer Support) team to develop and track KPIs related to producer satisfaction, inbound inquiries, including response times, first contact resolution, and self-service utilization. Offer insights that drive improvements in support processes.
• Create custom reports and dashboards that offer actionable insights to Account Managers and Customer Service for managing producer relationships and resolving inquiries efficiently.

3. Communications and Producer Engagement Campaigns:

• Partner with the Communications team to align engagement campaigns with broader business strategies, using Salesforce Marketing Cloud to segment and execute targeted campaigns.
• Design and manage automated workflows using Journey Builder, ensuring consistent communication with producers at every stage of their engagement.
• Use Salesforce Marketing Cloud analytics to assess campaign performance and segmentation effectiveness, optimizing recruitment and engagement efforts.
• Ensure seamless integration between Salesforce Sales Cloud and Marketing Cloud, maintaining a unified data ecosystem to coordinate engagement across channels.

4. Salesforce Platform Optimization:

• Oversee Salesforce Sales Cloud to enhance lead management, producer onboarding, and compliance tracking, ensuring real-time data capture for effective producer engagement.
• Utilize Salesforce Marketing Cloud for engagement campaigns, automation, and personalized producer communications.
• Develop dashboards for visibility into recruitment, compliance, and support activities, allowing Account Managers and Customer Service Managers to make data-driven decisions.

5. Metrics and Reporting:

• Monitor key performance indicators (KPIs) related to producer recruitment, registration, engagement, and compliance. Collaborate with the Customer Service Manager to establish and monitor KPIs, including response times, issue resolution, self-service usage, and producer satisfaction metrics. Provide data-driven insights to improve strategic decision-making.
• Develop and manage real-time dashboards that offer Account Managers visibility into producer progress, compliance, and support metrics, and meet Customer Service (Producer Support) needs, such as tracking inquiries handled per representative, average response time, and service recovery metrics.
• Track the volume and types of inquiries received to help identify recurring issues, areas for training, and opportunities for process improvements.

6. Continuous Improvement and Innovation:

• Research and implement best practices in CRM management, data analytics, and producer engagement, focusing on EPR requirements and industry trends.
• Identify ongoing opportunities to enhance CRM capabilities, segmentation strategies, and producer engagement through innovative data and technology solutions.

Skills & Competencies

• Expertise in lead and opportunity management, workflow automation, and customer reporting
• Proficiency in CDP, Journey Builder, segmentation and campaign tracking
• Strong data interpretation and insight generation capabilities
• Proficiency with tools like Tableau, Power BI, or similar platforms for visual data representation.
• Demonstrated ability to work cross-functionally with Account Management, Communications, and Customer Service Teams
• Strong aptitude for identifying CRM management improvements and operational efficiencies. 

Qualifications

• Bachelor’s degree in Data Science, Business Analytics, Marketing, or a related field. Salesforce certifications or advanced degrees are preferred
• 7-10 years of experience in CRM management, business intelligence, or data analytics, with a strong focus on Salesforce Sales Cloud and Salesforce Marketing Cloud.
• Experience in EPR, non-profits, or trade associations is preferred.
• Experience in managing staff preferred

Compensation and Other Information

• Location: Remote
• Pay Rate: Salary
• Reports to: Senior Vice President of Producer Services

Circular Action Alliance is an equal employment opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex (including pregnancy, childbirth, lactation, and related medical conditions), national origin, military or veteran status, sexual orientation, gender identity, age or any other category protected by applicable federal, state, or local law. If you require accommodation as part of the application process, please contact careers@circularaction.org listed below.