The Director, CRM and Analytics is a strategic leader, responsible for NAA’s Customer Relationship Management platform, organizational analytics and reporting. NAA uses Nimble AMS as its CRM software, which is built on a Salesforce platform with additional association capabilities. Additionally, NAA utilizes SalesCloud, ServiceCloud, and Pardot as part of the overall Salesforce ecosystem. The Director is responsible for the successful execution of projects within this ecosystem, providing guidance, coaching, and leadership.
Reporting to the Chief Digital Strategy Officer, the incumbent is responsible for ensuring the product teams work on the highest priority tasks, removing risks and impediments, and leading the communication with stakeholders at all levels of the organization. The Director must also apply proven problem-solving skills to guide and assist various users on issues related to the design, development, deployment, and use of critical business software. The Director will also manage analysis and reporting for the organization, helping establish dashboards and critical KPIs for NAA. With an organization-wide focus on member experience across the various platforms under the guidance of the incumbent, the role will be an active participant in launch campaigns, measurement strategies, ongoing data hygiene, and the continuous improvement of all connected services as part of NAA’s product lifecycle management.
Create and manage the implementation of the Salesforce ecosystem roadmap, serving as the organization’s CRM/SF/NimbleAMS subject matter expert.
Demonstrates leadership by ensuring projects are well-managed, predictable and within budget while enabling the members’ digital transformation journey.
Is accountable for leading product delivery, staffing project resources and maintaining on-track schedules and managing risks.
Creates solutions that meet the organization’s long-term objectives and individual departmental requirements.
Manages day to day platform priorities, including supervision of department staff and CRM/Salesforce vendors.
Provides day-to-day support while working to establish and implement best practices with regards to product management and strong data integrity.
Triages requests for business prioritization and ensures system configurations are optimized for business process implementation.
Designs, develops and maintains complex workflows rules, validation rules and custom workflows, etc.
Drives general approach and execution of data cleansing efforts, in collaboration with staff and partners.
Enables continuous collaboration on functional and technical designs with various stakeholders
Drives predictable member experiences with tangible outcomes.
Collaborates with others in the development of processes and issues resolution for all applications within the Salesforce ecosystem with regards to security, access, onboarding of third parties and data integrity.
On-boards staff, plans, leads and manages daily activities of all project resources, including subcontractors, and provides status reports and communications.
Ensures proper maintenance and cleanliness of member data, updates operations documentation, and creates and maintains data governance guidelines.
Trains staff and serves as staff resource for Salesforce functionality and capabilities.
Manages integrations of external data sources and other NAA tools and systems, to ensure NimbleAMS serves as the enterprise CRM system and the single source of truth for all critical NAA data and stakeholder information.
Collaborates with staff to understand their data and reporting needs and develops key dashboards and actionable analytics to support organizational objectives.
Develops reporting tools, KPIs and organizational dashboards to support departments and organizational leaders in analyzing and interpreting data.
Performs other duties as assigned.
Supervisory Responsibilities: TBD
While performing the duties of the job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools or controls; reach with hands and arms. The employee may occasionally lift up to 20 pounds.
Work is regularly performed in a professional office environment and routinely uses standard office equipment.
The physical demands and work environment described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Please send resumes, cover letter and salary requirement to Resumes@naahq.org. No phone calls, please. EOE M/F/H/V
Required Education and Experience:
Bachelor’s Degree or equivalent experience
A minimum of 6 years of related work experience managing CRM platforms, preferably in a product development setting or as an association or private sector CRM manager
Experience with presenting information to all levels with confident, polished demeanor
Strong written and verbal communication skills
Strong organizational skills, ability to work independently, multi-task, meet deadlines and manage priorities
Flexible, customer-focused and solution-oriented
High degree of proficiency in synthesizing and analyzing data; ability to solve complex problems
Proficient with analytical and data visualization platforms, and experience creating KPIs and organization-wide reports and analysis
Critical thinking, curiosity and willingness to experiment and try new solutions
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience with integrating platforms and services
Detailed knowledge of Security, Sharing, Profiles and Roles
Preferred Education and Experience:
Salesforce Certified Administrator
About National Apartment Association
The National Apartment Association is the leading voice for the apartment housing industry. As a trusted partner, a valued connector and a powerful advocate, we are committed to serving our 160 affiliates, over 73,000 members and the 9 million apartment units they operate globally.We lead the way home.