What are the responsibilities and job description for the CRM Enablement Manager position at First Horizon?
Location: Onsite in Memphis, TN; Nashville, TN; Knoxville, TN; New Orleans, LA; Baton Rouge, LA; Lafayette, LA; Houston, TX; Dallas, TX; Miami, FL; Tampa, FL; West Palm Beach, FL; Charlotte, NC; Raleigh, NC; Jacksonville, FL
Summary of Position
The CRM Enablement Manager is a member of the Marketing and CX organization, reporting to the VP, CRM Enablement. This role involves working closely with business leaders, enterprise technology teams and Salesforce developers to oversee the development and implementation of Salesforce solutions that align with business objectives. This candidate will function as the Product Owner for Contact Center related solutions and will be responsible for maintaining a product backlog, prioritizing user stories, and ensuring that the platform delivers maximum value to the business.
Responsibilities:
• Backlog Management: Create, maintain, and prioritize the product backlog, ensuring that the most valuable features are delivered first.
• Stakeholder Collaboration: Work closely with stakeholders to gather and document requirements, ensuring that the platform meets their needs.
• Feature Development: Translate business requirements into user stories for the development team and oversee the development and implementation of new features.
• Functional Demo: Ability to demonstrate functional delivery to business proponents.
• Sprint Planning: Collaborate with the Scrum Master to plan sprints, ensuring that the development team understands the priorities and requirements.
• Quality Assurance: Ensure that all Salesforce implementations meet quality standards, are tested thoroughly, and are delivered on time.
• User Training: Coordinate and provide training to users on new features and functionalities within Salesforce.
• User Support: Provide end user support and education for any issues that arise, be on point to drive resolution and function as an escalation point.
• Continuous Improvement: Identify areas for improvement within the Salesforce platform and recommend enhancements to optimize performance and user experience.
• Reporting & Analytics: Oversee the creation of reports and dashboards within Salesforce to monitor platform performance and business metrics.
• Compliance & Security: Ensure that Salesforce implementations comply with company policies, industry standards, and data security regulations.
Required Qualifications:
• Bachelor's Degree in MIS, Marketing, Computer Science or a related field or an equivalent combination of education, training, and experience
• Minimum seven years of demonstrated experience
• Banking / financial services experience strongly preferred
Related Qualities:
• Demonstrated critical thinking skills, ability to accurately analyze information and make sound decisions
• Demonstrated ability to take initiative and accountability for achieving results
• Ability to translate from business language, to technology and back for seamless understanding between groups
• Can move from strategic to tactical
• Is collaborative and has strong leadership skills
• Comfortable working in an agile setting where clear definitions may not exist
• Enjoys new challenges and has a growth mindset
• Must champion the importance of the quality and accuracy of data and information leveraged by our customers and banking partners
Important Knowledge and Skills:
• Salesforce.com – Salesforce CRM (Sales / Service Clouds, Marketing Cloud) – certified Admin and/or Product Owner preferred
• Data Platforms: Salesforce Data Cloud, D&B Hoovers, RevUp ABX
• Contact Center: Call Center platforms (ex: Genesys, Amazon Connect, Avaya) familiarity with NLP or Conversational IVR.
• Marketing Automation and Orchestration: Salesforce Marketing Cloud, Journey Builder and related capabilities are a plus
• Project management: traditional and agile methodologies such as Waterfall, Kanban, Scrum
• Banking and Financial Services: Domain knowledge related to consumer and commercial banking, customer journeys, customer experience (CX)
• Compliance: abreast of financial services regulations, privacy and consent requirements (CCPA, GDPR, etc)
About Us
First Horizon Corp. (NYSE: FHN), with $82.6 billion in assets as of September 30, 2024, is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company and its subsidiaries offer commercial, private banking, consumer, small business, wealth and trust management, retail brokerage, capital markets, fixed income, and mortgage banking services. First Horizon has been recognized as one of the nation's best employers by Fortune and Forbes magazines and a Top 10 Most Reputable U.S. Bank. More information is available at www.FirstHorizon.com.
Benefit Highlights
• Medical with wellness incentives, dental, and vision
• HSA with company match
• Maternity and parental leave
• Tuition reimbursement
• Mentor program
• 401(k) with 6% match
• More -- FirstHorizon.com/First-Horizon-National-Corporation/Careers/Our-Benefits
Corporate Diversity Commitment:
We remain committed to creating a more equitable society, and that starts with our associates, our clients, and the communities we serve. We do this by elevating equity, providing capital and counsel, and committing to excellence in everything we do.
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