Leader, CRM
Description
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 Identifies and resolves data quality issues by merging or removing duplicate, outdated, or inaccurate records, and provide end-user training as needed.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
- Bachelor’s Degree, or minimum of six (6) + years’ equivalent work experience in data management preferred.
- Experience in the Mortgage industry preferred.
- In-depth knowledge of sales, marketing and business processes preferred.
- Salesforce, Marketing Cloud, Total Expert experience required, certifications a plus.
- Proficient with Microsoft Office applications: Word, PowerPoint, Outlook, and Teams; advanced Microsoft Excel skills preferred.
Why work for #teamloanDepot:
- Aggressive compensation package based on experience and skill set.
- Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
- Work with other passionate, purposeful, and customer-centric people.
- Extensive internal growth and professional development opportunities including tuition reimbursement.
- Comprehensive benefits package including Medical/Dental/Vision.
- Wellness program to support both mental and physical health.
- Generous paid time off for both exempt and non-exempt positions.
About loanDepot:
loanDepot (NYSE: LDI) is a digital commerce company committed to serving its customers throughout the home ownership journey. Since its launch in 2010, loanDepot has revolutionized the mortgage industry with a digital-first approach that makes it easier, faster, and less stressful to purchase or refinance a home. Today, loanDepot enables customers to achieve the American dream of homeownership through a broad suite of lending and real estate services that simplify one of life's most complex transactions. With headquarters in Southern California and offices nationwide, loanDepot is committed to serving the communities in which its team lives and works through a variety of local, regional, and national philanthropic efforts.
Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay for this role is between $79,000 and $139,500. Your base pay will depend on multiple individualized factors, including your job-related knowledge/skills, qualifications, experience, and market location.
We are an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.