<link id='css--app'rel="stylesheet" href="/dist/css/app.min.css"> Opportunities – Trilogy

Opportunities

CRM Manager at Boundless
Remote

About the Customer Relationship Management (CRM) Team:

The CRM team at Boundless seeks to build a deep understanding of our customer needs and utilize that data to inform customer communications that will move KPIs against operational efficiency, CSAT, and LTV. The CRM team is tasked with gathering and analyzing our customer data to better understand sticking points in our funnel and areas with categorically higher dissat feedback. Next, the team will turn these insights into actionable, scaled communications strategies across our existing channels, measuring and reporting out on learnings and impact, creating value for the customer and the business. This team is new, and as the first manager in place we will look to you to define best practices, a CRM strategy for our product lines, as well as coach and performance manage two CRM coordinators who are new to the role.  This team reports under the Operations organization.

Job Description: 

The CRM manager is responsible for our paid customer content strategy, informed by analysis of existing customer data and customer interviews. In addition to a laser-focus on paid customer conversion down-funnel and improving CSAT, this team will absorb and prioritize communication needs that come from government policy changes, tech, and process updates. The CRM manager will prioritize their team accordingly against long term projects, balancing and holding space for government policy changes that require quick turnaround. This leader will be a strong cross functional partner with the growth organization, customer support operations, product, design, and legal operations. Effective communication will be key. We will look to this person to set up solid processes for intake, iteration, and execution. As the founding manager of this team, this is an opportunity to define what a best in class CRM team should look like and scale the team as the business requires. 

An effective CRM Manager is detail-oriented and data driven. CRM efforts should be clearly measurable so that we understand the overall impact of everything we do. The CRM manager has experience performance-managing and coaching high performing junior team members, providing the right balance of delegation and support against high pressure deliverables. This person is organized and creative in their approach to solving customer and business problems. 

Key Responsibilities:

  • Coaching and performance management of two CRM Coordinators 
  • Own the prioritization of all paid customer email content requests, managing a intake system for automated emails, iteration of existing campaigns in our CRM tool, and the creation of new email campaigns
  • Manage a content calendar and project execution in a way that allows for long-term planning against deadlines and tight turnaround for government policy changes that have immediate impact on our customers
  • Take on customer data analysis to inform strategy, track, and report on impact of tests, SQL experience preferred
  • Inform test design for all campaigns
  • Define quarterly team OKRs based on broader Operations objectives, execute your team against objectives that will move the needle
  • Define standards for content governance ex. UPL standards, brand voice, and consistency. Hold context execution accountable to these standards

Key Requirements:

  • 3-5 years experience in customer communications marketing, user experience, or a customer research role
  • At least 2 years experience managing people
  • Demonstrated strong attention to detail and organizational skills
  • Experience analyzing customer data to make strategic comms recommendations and past success driving projects through from initial strategy to execution