CRM Director

Who We Are:

ExtensisHR is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

ExtensisHR, one of the largest Professional Employer Organizations (PEOs) in the U.S. and the fastest growing PEO in the Northeast, is looking for talented people to join our team. If you want to contribute your talents, make a bigger impact, and be part of the hot HRO industry, we’re interested in talking to you. Come catch the PEO wave with Extensis—we’re focused on the biggest market in the most attractive region of the U.S. Together with our experienced professionals, you can help us deliver on our brand promise to simplify HR. Our portfolio includes personalized services for HR, benefit plans, payroll and taxes, employer risk, compliance, and employee management. Today, we manage over $3 billion in employment-related costs annually—and we’re growing every day.

For more information about the company visit www.extensishr.com.

Who You Are:

ExtensisHR is seeking an Enterprise CRM Director to join their organization. The Enterprise CRM Director is a senior-level role responsible for leading the development, implementation, and management of the Customer Relationship Management (CRM) strategy for a large-scale enterprise. The role involves overseeing the design and execution of CRM initiatives, ensuring alignment with business objectives, and driving customer-centric growth and engagement. The Director collaborates with cross-functional teams, including marketing, sales, IT, accounting, service delivery and customer contact center support, to optimize customer interactions, enhance data-driven decision-making, and deliver exceptional customer experiences. This experienced CRM leader will have extensive experience using Salesforce within B2B sales and marketing organization. This person will have significant experience in best practices in supporting CRM design and operation across the organization. 

What You'll Do:

The candidate will be responsible for owning the CRM architecture, development, and design of complex solution components.  Examples include setting up data fields and structures, integration, reporting, user/data security, custom development.  The ExtensisHR CRM team supports and enables frontline sales teams to sell more efficiently and effectively by providing sales lead support with marketing through the direct and referral channels. This CRM team is the primary technical resource for all projects and initiatives that utilize our Salesforce platform. Key responsibilities include:

• CRM Strategy Development: Develop and execute a comprehensive CRM strategy aligned with the enterprise's business goals and customer needs. Developing innovative solutions using the most advanced Salesforce development techniques.
• Leadership: Lead and mentor a team responsible for CRM operations, analytics, and strategy implementation.
• Customer Insights: Leverage data analytics to gain insights into customer behavior, preferences, and trends, and use this information to inform strategic decisions.
• Technology and Tools: Evaluate, implement, and manage CRM systems and tools that support data collection, analysis, segmentation, and personalization efforts. Manage the process of evaluating, communicating, testing, resolving issues and deploying Salesforce platform upgrades/releases as needed.
• Collaboration: Collaborate with cross-functional teams to align CRM initiatives with marketing, sales, and customer service strategies. Recommend and architect lead scoring, rules and routing through the sales pipeline.
• Segmentation and Personalization: Define customer segments and develop personalized communication strategies to enhance customer engagement and loyalty.
• Campaign Management: Plan, execute, and analyze multi-channel marketing campaigns to nurture leads, drive conversions, and maximize customer lifetime value.
• Performance Metrics: Define and track key performance indicators (KPIs) related to customer engagement, retention, and revenue growth. Gather reporting requirements and translate them into Salesforce reports and dashboards.
• Continuous Improvement: Continuously assess and optimize CRM processes, strategies, and technologies to adapt to changing market dynamics and customer expectations.
• Data Privacy and Compliance: Ensure CRM activities comply with data privacy regulations (such as GDPR, CCPA) and internal data governance policies.
• Stakeholder Communication: Provide regular updates to executive leadership on CRM initiatives, performance, and outcomes.
• Vendor Management: Manage relationships with external CRM vendors and partners, ensuring alignment with the enterprise's needs and goals.

What You Bring:

• Bachelor degree required. 
• Proven experience (8 years) in CRM strategy development and implementation within a medium to larger sized enterprise.
• Proficiency in CRM software, data analytics, and customer segmentation.
• Strong expertise in Salesforce CRM. Proven track record of providing sales and marketing teams with the necessary CRM tools, training, and resources to succeed. A successful candidate will have implemented effective CRM sales enablement programs.
• Strong leadership skills with the ability to motivate and lead cross-functional teams.
• Excellent analytical, problem-solving, and decision-making abilities.
• Proven capabilities in data analysis and reporting - data-driven, leveraging analytics to identify trends, opportunities, and potential challenges. Ability to create comprehensive reports and insights that help the sales and marketing teams make informed decisions.
• Deep understanding of customer behavior, trends, and preferences.
• Project management skills with the ability to handle multiple priorities.
• Continuous improvement orientation - regularly assessing CRM processes, policies, and strategies, seeking opportunities to enhance performance and adapt to changing market dynamics.
• Demonstrated ability to effectively research and communicate complex issues and resolve problems at all levels of the organization both internally and externally
• Excellent written and verbal communications skills - ability to interface with all levels of the organization and influence business leaders.

What We Offer:

At ExtensisHR, we recognize there are many factors that influence your overall satisfaction both at work, and in your personal life. Under our You, Supported program, we provide a perfect mixture of compensation, benefits, company culture, and resources to our employees that help you reach a happier, more balanced life. Some of these offerings include:

• Competitive compensation to reward you for your hard work every day.
• Progressive Paid-Time Off Program for you to enjoy time out of the office, including time off for volunteering and life events.
• Group Medical, Dental, Vision and Life insurance to encourage a healthy lifestyle available from day one.
• Student Loan Assistance Program where ExtensisHR contributes towards your student loans.
• Pretax Spending Accounts to ease taxes on health and dependent care expenses.
• Extensive professional development programs to help you get to where you want to go in your career.
• Discounts in retail and entertainment.
• A social and community outreach committee that promotes a fun inclusive culture through in-office events and networking opportunities.
• Complimentary coffee and snacks to keep you fueled and productive throughout the day.

ExtensisHR is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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