CRM Product Manager

CRM Product Manager

COMPANY OVERVIEW:

New Hampshire Mutual Bancorp (NHMB) is a shared services organization providing operational support for three premier independent mutual savings banks; Meredith Village Savings Bank, Merrimack County Savings Bank and Savings Bank of Walpole, and a financial advisory and trust company, NHTrust. The first relationship of its kind in northern New England, NHMB companies share support services such as human resources, information technology, marketing, finance, risk and compliance, deposit operations, loan operations and digital banking to provide overall efficiencies and best in class solutions for customers. Through this strategic alliance, each affiliate is positioned to leverage each other’s strengths as they work together to advance a shared vision of maintaining and enhancing community banking standards and values.

This is a hybrid role, based in Meredith, New Hampshire 

Exempt position, Full Time, Monday-Friday, 8:00AM-5:00PM

Salary - $62,000 - $77,000

*Salary negotiable based on level of experience

PRIMARY RESPONSIBILITIES

Under general supervision and in accordance with established policies and procedures, the incumbent is responsible for expanding the use of and utility of the NHMB Customer Relationship Management (CRM) system.  This includes coordinating efforts to drive overall system engagement and successes that will drive system benefits for the company.  In this role, the incumbent will be tasked with collaboratively facilitating the utilization of the CRM features and functionality across all company and affiliate functional areas, including direct customer facing and operational support teams. Tasked with bridging knowledge gaps between any technical or affiliate business unit teams, while designing novel approaches to respond to business and customer needs.   Understanding, designing and monitoring CRM information flows and metrics, that lead to the successful execution of varied CRM projects and business initiatives, will be critical in this role.  Primary responsibilities include maximizing customer and business unit experience through effective data touchpoints across the organization, while also supporting the efficient and effective collection of proprietary data that supports a high performing institution.

Accountabilities & Measures

Key Accountabilities

1. Model behaviors consistent with A+ Merits to foster an effective culture.
2. Proactively champion NHMB policies, procedures and programs through effective employee communication and documentation.
3. Drives engagement with CRM system features and functionality.
4. Partners with CRM stakeholders and users to articulate objectives and requirements that enhance productivity, improve efficiency and drive revenue.
5. Design and monitor information flow within CRM and with other business-critical systems

Success Measures

1. Depth and breadth of adoption and success of the CRM product initiatives across the organization ensuring seamless data flows of campaigns and service events.
2. Demonstrated success developing collaborative stakeholder partnerships with the ability to effectively respond to changing business processes and emerging technologies.
3. Consistency of effective and timely communications with managers and business units on initiative sprints, work product and outcomes.

ESSENTIAL FUNCTIONS

1. Adheres to the NHMB Values: A+ Merits - Accountability, Mutuality, Excellence, Respect, Integrity, Teamwork and Stewardship.
2. Leading the end-to-end product lifecycle for CRM systems, from concept and design to deployment and ongoing optimization based on business value and user needs.
3. Works closely with cross-functional teams to gather requirements, analyze options, form consensus, and build innovative and effective campaign strategies and timely service events.
4. Leads analysis and design activities  to help define new business processes that span multiple areas of the organization.   Develops proof-of-concept  solutions for improvements and effectively transfers knowledge of improvements for user experience and adoption.
5. Leads the CRM User Group ensuring proper engagement and communication of CRM development, adoption and continuous enhancement strategies.
6. Create and maintain comprehensive documentation, including specifications, process flows, user guides, release notes, procedures and training materials. 
7. Identify and incorporate specific quantitative and qualitative performance metrics or key performance indicators (KPIs) to gauge CRM effectiveness.
8. Transforming business stakeholder inputs into a product roadmap that prioritizes functionality and customizations.  Manages third party integrations and application updates with the CRM.
9. Participate in UAT (User Acceptance Testing) and production validation to ensure successful launch of new functionality.

10. Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of this position. Follows department procedures to ensure regulatory compliance of all projects.
11. Performs other duties as requested. 

MINIMUM PHYSICAL REQUIREMENTS

Physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards with moderate level of noise. Minimal physical effort required, normally seated with the freedom of movement on a regular basis with occasional lifting of materials and supplies weighing up to 30 pounds.

DESIRED EDUCATION

College

DESIRED DEGREE

Bachelor's

DESIRED MAJOR

Business, Systems, Software Applications and Solutions

DESIRED JOB EXPERIENCE

4+ years of experience in Product (applications) Management, preferably with a Customer Relationship Management (CRM) system.   Prior experience in banking or finance a plus; Solid understanding of CRM concepts, principles and best practices; Demonstrated abilities with aligning product development with business goals as well as current knowledge of professional service business principles.

OTHER QUALIFICATIONS

Strong verbal and written communication skills to effectively interact with internal teams in a cross matrixed organization 

Ability to learn product's technical aspects with ability to communicate effectively with business applications teams, vendor technical teams and internal teams; Ability to prioritize effectively and identify key areas of improvement; Proficient in project management tools and methodologies; Ability to build and maintain strong relationships with internal teams

Technical and Application Experience(s):

Agile Development Methodology, aptitude for learning new technologies, proficient knowledge of the following technologies and software applications: Microsoft Office, Visio, Adobe Elements, MS SharePoint.

Knowledge of the following banking applications a plus:

- Jack Henry & other Business Line focused Banking applications

CERTIFICATIONS REQUIRED

New Hampshire Mutual Bancorp and its affiliates are an Equal Opportunity Employer. This includes veterans and individuals with disabilities.