Director, Retail CRM Strategy & Performance - Chatsworth

Description

 Job Title: Director, Retail CRM Strategy & Performance

Overview: 

The Director, Retail CRM Strategy & Performance, is responsible for ensuring that the Salesforce CRM is optimized for the various deposit channels. This will require determining and collecting business requirements and partnering with the development team to ensure that the system is configured in a manner that supports business objectives and performance tracking.

Additionally, this role will participate in defining the go-to-market strategy and ensure the optimization of sales, service, and relationship management performance across Premier America's Retail Branch and Business Services channels.

This leader will leverage data, analytics, and Salesforce capabilities to drive insight and accountability in revenue growth, operational excellence, and member acquisition, retention, and deepening strategies.

What You Will Do: 

• Partner with leadership to align sales, marketing, retail, business services, lending, and member experience strategies for the branch and business services functions.
• Own and collaborate on revenue forecasting, pipeline management, performance reporting, and KPI governance to ensure transparency and accountability.
• Develop and lead enterprise-wide revenue operations processes, including lead management, sales pipeline progression, referral tracking, member onboarding, cross-sell initiatives, and relationship management.
• Establish performance management frameworks, scorecards, and dashboards to measure branch, deposits, lending, and member growth effectiveness.
• Drive annual strategic planning, sales goal setting, territory planning, incentive measurement, and capacity modeling.
• Identify trends, opportunities, and performance gaps through advanced analytics and business intelligence tools.
• Lead cross-functional initiatives to improve sales productivity, member acquisition, retention, and wallet share growth.
• Support strategic initiatives including product positioning, pricing strategies, market expansion, and go-to-market execution.
• Business owner of the Salesforce ecosystem, ensuring alignment with organizational goals and growth strategies.
• Define the long-term vision, operating model, governance framework, and business priorities for Salesforce across Retail Banking, Business Services, Lending, Marketing, and Member Experience functions.
• Partner with business leaders, technology teams, and Salesforce resources to translate strategic objectives into scalable solutions and capabilities.
• Establish Salesforce governance, including prioritization, data standards, user adoption, reporting requirements, and performance measurement.
• Champion the use of Salesforce as the enterprise platform for relationship management, sales performance, referral tracking, pipeline management, and member engagement.
• Evaluate  emerging Salesforce capabilities and industry best practices to identify opportunities for process improvement, automation, and enhanced user experience.
• Ensure executive visibility through Salesforce-enabled dashboards, analytics, and performance reporting that support informed decision-making.
• Collaborate with Technology and Salesforce teams to ensure timely delivery of enhancements, integrations, and platform improvements.
• Stay informed of trends and changes in the credit union industry.
• Take on other strategic projects and additional duties as assigned.

Requirements

What We Are Looking For

• Bachelor’s degree in business or related field. MBA or MPA preferred.
• 7+ years of progressive experience in Revenue Operations, Sales Operations, Business Performance, CRM Strategy, or related leadership roles within a bank, credit union, or financial services organization. 
• 5+ years of direct experience leading Salesforce CRM strategy, implementation, optimization, and governance. 
• Demonstrated success leveraging Salesforce to improve sales performance, pipeline visibility, referral management, member engagement, and operational efficiency. 
• Experience managing enterprise reporting, KPI development, dashboard creation, forecasting, and business analytics. 
• Proven experience partnering with executive leadership and influencing cross-functional stakeholders. 
• Experience with Salesforce Financial Services Cloud. 
• Experience with Marketing Cloud, Service Cloud, Experience Cloud, and Salesforce Analytics. 
• Experience managing CRM product roadmaps and Agile delivery processes. 
• Experience leading digital transformation or CRM modernization initiatives.
• Strong understanding of retail banking, commercial/business banking, lending, deposits, and member relationship management
• Exceptional written and oral communication skills. 
• Strong interpersonal, leadership, and supervisory skills. 
• Proven organizational and analytical skills. 
• Ability to effectively coordinate, manage and direct others
• Demonstrate a thorough understanding of the Credit Union’s mission and vision, ensuring alignment with its values and objectives. 

Pay Grade Info: 

The base pay range for this position is:  $125k – $155k

Perks Important to You:

Our Team Members enjoy the following rewards and benefits:

· Competitive pay

· Subsidized health care including medical, dental and vision

· FSA and HSA

· Company-Paid Life and A&D insurance

· Discounts on loans (must be a member)

· Paid Vacation, Holiday, and Sick time

· 401k Retirement Saving Plan with a 6% safe harbor employer match

· Educational Assistance Program and more!

Equal Opportunity Employer – Veterans / Disabled

Drug-free Workplace