Leader, CRM

Description

Position at loanDepot Position Summary : Responsible for leading and supporting loanDepot’s Salesforce CRM initiatives and integrations, optimization of system performance and driver of user adoption across the organization. This individual will be responsible for managing account activation and role assignments for new users, creating reports, creating cadence and journey automations, adjusting user permissions and triaging requests from the sales team to help support day-to-day use of Salesforce. Other responsibilities include assisting in the planning, development, and testing of new features and integrations. Responsibilities :

• Demonstrates technical expertise to influence CRM strategy and leads system implementation efforts; manages large, complex project initiatives with minimal oversight or direction.
• Collaborates with all levels of leadership, including VPs, to influence CRM strategy and drive initiatives across business channels; engages with mid- and lower-level stakeholders to support training and implementation.
• Delivers tactical execution of strategic decisions by translating leadership feedback into actionable CRM solutions.
• Develops, maintains, and optimizes CRM dashboards and analytics to track key metrics such as pipeline performance and lead generation, driving efficiency across business units. Performs routine account maintenance, including user profile management, report creation, and dashboard updates. Identifies and resolves data quality issues by merging or removing duplicate, outdated, or inaccurate records, and provide end-user training as needed.
• Monitors key performance indicators (KPIs) and deliver actionable insights to enhance customer engagement.
• Facilitates technical training for both technical and non-technical audiences, and provides strategic recommendations based on feedback and learning outcomes.
• Responsible for the day-to-day support of users by responding promptly to or triaging questions, delivering resolutions and support for 1,500+ users, providing exceptional customer service on the phone, email and in person.
• Responsible for executing the day-to-day configuration, support, maintenance and improvement of the CRM platform.
• Utilizes Data Loader for imports, updates and exports of user data. Performs advanced database manipulation utilizing Microsoft Excel.
• Manages integrations and data exchanges between Salesforce and external services, providers and / or platforms. Completes data validations and ensures seamless user experiences.
• Coordinates the evaluation, scope and completion of new requests, working closely with – and acting as the liaison between – Marketing, Sales, Product, and Development teams.
• Triages questions, records feedback and provides technical support for users related to integrated CRM partners.
• Identifies potential improvements to products and processes to overall enhance user experience.
• Performs other duties and projects assigned.

Requirements

Why work for #teamloanDepot :