What are the responsibilities and job description for the CRM Coordinator/Manager position at Country Music Association (CMA)?
The CRM Coordinator/Manager will be responsible for the day-to-day-operations of CMA’s CRM platform. This position will be a centralized and collaborative resource serving as the conduit between the Business Strategy & Operations team, which has primary oversight of the CRM platform, and all other teams. This role will seek to understand a wide range of business processes, data use cases, and reporting and tracking needs to develop CRM-based solutions for our staff. The position will champion CRM usage within the organization, aligning use cases across CMA and implementing key solutions. This role is a key player in the development and innovation of CMA’s future.
This position is based in Nashville, TN and requires in-person work three days per week.
CMA believes in and expects all staff to act in alignment with its core values of collaboration: exhibiting a team-oriented focus, practicing active listening, demonstrating empathy; being solution-minded: proactively identifying problems and potential solutions; and commitment: exhibiting tenacity, engagement, and passion.
ESSENTIAL FUNCTIONS:
- Serve as CMA’s primary CRM administrator and subject matter expert. Maintain day-to-day operations of the platform
- Design, develop, launch, and implement improvements and innovations to CRM through collaboration with departments across CMA
- Manage and improve CRM processes and workflows
- Develop workflows and data pipelines to and from CRM
- Provide and maintain CRM training for CMA staff
- Understand the sources of data integrated into CRM and recommend how to best collect, organize, use, and optimize this data
- Collaborate with external development resources to optimize CRM infrastructure and build solutions for use cases, as needed
- Establish CRM standard operating procedures
- Ensure data quality through completeness and accuracy of inputs within system
- Constantly perform data hygiene of accounts, opportunities, and other configurations
- Develop and maintain reports and dashboards within CRM per department needs
- Fulfill CRM data requests as needed by departments
- Stay up to date on CRM product releases, system updates, and best practices to recommend new customizations and integrations
- Support other Business Strategy & Operations functions, as needed
EDUCATION AND EXPERIENCE:
- Two or more years of experience with CRM, data warehouse, and business intelligence operations
- Experience interacting and managing CRM platforms for sponsorship, ticketing, and/or membership activities
- Experience with implementing and building CRM and/or data processes from the ground up
- Experience with Microsoft Dynamics 365 CRM and Power Platform suite preferred (i.e. Power Apps and PowerBI)
- Knowledge of SQL query building and/or Tableau report building a plus
- BA/BS degree in a relative field or equivalent work experience required
KNOWLEDGE, SKILLS, AND ABILITIES:
- Strong communication skills, both verbally and written, with ability to shift from technical to non-technical language based on audience
- Effective at and enjoy teaching, training, and assisting others
- Keen eye to identify problems, ideate potential solutions, and ultimately resolve problems
- Be curious to think creatively and critically
- Flourish when balancing multiple projects and priorities
- Team player that can collaborate and work effectively with a variety of personalities
- Ability to learn and adapt quickly
- Strong analytical skills
- Discernment with the confidentiality and privacy needed with CMA’s data and ability to
CMA is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, age, genetic trait, sexual orientation, national or ethnic origin, disability status, or any other characteristic protected by law.
COMMITMENT TO INCLUSIVITY: CMA is committed to creating lasting change by nurturing an inclusive and equitable culture. By fostering these practices in all areas of our business, we will ensure the future of our industry. We celebrate the dedication of our staff, our membership and the industry in moving Country Music forward and are committed to offering education and resources to help ensure an equitable pipeline of opportunity that continues for years to come.