CRM Enablement Manager, B2B

First Horizon Bank - Memphis, TN

Full-time - Mid Level

Memphis, TN

5,001-10,000 employees

Credit Intermediation and Related Activities

About the position

The CRM Enablement Manager, B2B is a pivotal role within the Marketing and Customer Experience (CX) organization at First Horizon Bank, reporting directly to the VP of CRM Enablement. This position is responsible for leading the enablement of Salesforce CRM capabilities across various B2B lines of business, including Commercial/Specialty, Business Banking, and Treasury Management. The CRM Enablement Manager will collaborate closely with business leaders, enterprise technology teams, and Salesforce developers to ensure the development and implementation of Salesforce solutions that align with the strategic objectives of the business. In this role, the candidate will act as the Product Owner for B2B-related solutions, managing a product backlog, prioritizing user stories, and ensuring that the Salesforce platform delivers maximum value to the organization. The position requires a strong focus on backlog management, stakeholder collaboration, feature development, and quality assurance. The CRM Enablement Manager will also be responsible for user training and support, ensuring that all users are equipped to utilize the Salesforce platform effectively. Additionally, the role involves continuous improvement initiatives, where the manager will identify areas for enhancement within the Salesforce platform to optimize performance and user experience. Reporting and analytics are also key components of this position, as the manager will oversee the creation of reports and dashboards to monitor platform performance and business metrics. Compliance with company policies and industry standards is crucial, ensuring that all Salesforce implementations adhere to data security regulations.

Responsibilities

• Create, maintain, and prioritize the product backlog to ensure valuable features are delivered first.
• Work closely with stakeholders to gather and document requirements for the Salesforce platform.
• Translate business requirements into user stories for the development team and oversee feature development.
• Demonstrate functional delivery to business proponents through functional demos.
• Collaborate with the Scrum Master to plan sprints and ensure the development team understands priorities and requirements.
• Ensure all Salesforce implementations meet quality standards and are delivered on time through quality assurance processes.
• Coordinate and provide training to users on new features and functionalities within Salesforce.
• Provide end-user support and education for any issues that arise, acting as an escalation point.
• Identify areas for improvement within the Salesforce platform and recommend enhancements.
• Oversee the creation of reports and dashboards within Salesforce to monitor platform performance and business metrics.
• Ensure Salesforce implementations comply with company policies, industry standards, and data security regulations.

Requirements

• Bachelor's Degree in MIS, Marketing, Computer Science, or a related field, or equivalent combination of education, training, and experience.
• Minimum seven years of demonstrated experience in a relevant field.
• Banking or financial services experience is strongly preferred.
• Experience with Salesforce CRM (Sales/Service Clouds, Marketing Cloud) is required, with certification as Admin and/or Product Owner preferred.
• Knowledge of data platforms such as Salesforce Data Cloud, D&B Hoovers, and RevUp ABX is beneficial.
• Familiarity with marketing automation and orchestration tools, particularly Salesforce Marketing Cloud and Journey Builder.
• Experience with project management methodologies, both traditional and agile (Waterfall, Kanban, Scrum).
• Understanding of consumer and commercial banking, customer journeys, and customer experience (CX).
• Knowledge of financial services regulations, privacy, and consent requirements (CCPA, GDPR, etc).

Nice-to-haves

• Experience with data analytics and reporting tools.
• Familiarity with user experience design principles.
• Strong communication skills for stakeholder engagement.
• Ability to work in a fast-paced, agile environment.

Benefits

• 401(k) with 6% match
• Dental insurance
• Health insurance
• Health savings account
• Parental leave
• Tuition reimbursement