CRM Systems Strategist
Apply NowCompany: Metropolitan Airports Commission
Location: Minneapolis, MN 55407
Description:
Salary: $90,791.00 - $125,320.00 Annually
Location : Minneapolis, MN
Job Type: Regular Status
Remote Employment: Flexible/Hybrid
Job Number: 2024-01281
Division: Strategy & Stakeholder Engagement
Department: Strategic Marketing
Opening Date: 02/21/2025
Closing Date: 3/14/2025 3:00 PM Central
MN Data Practices: The Metropolitan Airports Commission (MAC) collects information from applicants for the purposes of determining employment suitability. By providing information, MAC will use the information to determine employment suitability. Applicants are not legally required to provide the requested information. However, information not provided, other than race, gender, or disability, may prevent MAC from being able to consider the application or determine the applicant's suitability for the position. The information collected may be classified as public or private data under the MGDPA. "Public" means that data is available upon request. "Private" means the data is only available to the person the information is about, and to those who must see it in the course of conducting MAC business and as otherwise provided for by law. If the applicant becomes a MAC employee, then some of the collected information is required to be shared with a representative union.
Position Summary
Reporting to the Manager of Customer Relationship Management, this position is responsible for the technical administration and maintenance of the enterprise customer relationship management (CRM) platform for the Metropolitan Airports Commission (MAC), which owns and operates Minneapolis-St. Paul International Airport (MSP) and six reliever airports in the Twin Cities area.
The CRM Systems Strategist supports continued growth and advancement of MAC's CRM initiatives and is directly responsible for maintaining the CRM product, ensuring smooth implementation and operation to maximize its application, efficiency and effectiveness.
The CRM team is part of the Strategic Marketing & Communications Department within the Strategy and Stakeholder Engagement Division.
The Strategy and Stakeholder Engagement Division functions as an in-house team, serving as stewards of strategy, developing strategic communications and creating stakeholder champions to ensure the organization delivers on its purpose, values and strategic goals.
The Strategic Marketing and Communications Department stewards a consistent brand voice, activates the brand to engage key constituents and supports revenue growth and passenger engagement through strategic campaigns grounded in research and analytics.
To apply: click the "Apply" link located just above the position description, log-in and follow the instructions provided.
Questions regarding this position can be directed to Allison Gilbert at allison.gilbert@mspmac.org or 612-725-5987.
Applications will be accepted until 3:00 p.m. on Friday, March 14, 2025.
MAC complies with the Americans with Disabilities Act. If an accommodation is required for you to participate in the application process because of a disability, please contact Tekia Jefferson at 612-726-8196 or .
MAC is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, gender, age, nationality, or disability.
Position Description
Maintain CRM and enable user adoption
Manage customer data and deliver actionable analytics
Support marketing and customer service strategies
Position Requirements
Senior Level Individual Contributor (SRIC) Competencies
MINIMUM REQUIREMENTS
DESIRABLE REQUIREMENTS
Your health. Your time. Your future. Good pay is only the beginning.
See the many and generous the Metropolitan Airports Commission offers to employees.
01
I became of aware of this opportunity through:
02
If you selected 'Other' to the above question, please provide detail of where you heard about this opportunity. If you selected any other option, please put N/A here.
03
This position is eligible for a hybrid work schedule after two months of service. MAC's hybrid work schedule includes two days remote and three days onsite. One of the onsite days must be a Monday or Friday.I am aware of this policy and remain interested in this position.
04
Please choose the option that best relates to your education and experience.
05
Please describe your professional direct experience with enterprise-wide CRM systems (e.g., Salesforce). If you do not have this experience, please type N/A.
06
Do you have advanced proficiency in Salesforce, with a focus on platform configuration, user management, reporting and data security?
07
Please describe your experience in Salesforce, with a focus on platform configuration, user management, reporting and data security. If you do not have this experience, please type N/A.
08
Please choose the options below that best relate to your skills and experience.
09
Please describe your project management experience, particularly for CRM implementation, upgrades or integration projects. If you do not have this experience, please type N/A.
10
Please describe your experience collaborating and supporting business stakeholders. If you do not have this experience, please type N/A.
11
Do you have a passion for data, technology, and enhancing customer experiences?
12
Are you proficient with Microsoft 365 (e.g., Word, Excel, PowePoint, SharePoint, Teams, Outlook)
13
Do you have 5+ years of professional experience as a Salesforce administrator?
14
Please describe your professional experience as a Salesforce administrator.
15
Do you have 2+ years of experience with marketing automation tools such as Marketing Cloud, HubSpot, Ortto, Eloqua, Marketo and Customer.io?
16
Please describe your experience with marketing automation tools such as Marketing Cloud, HubSpot, Ortto, Eloqua, Marketo and Customer.io. If you do not have this experience, please type N/A.
17
Please choose the options below that best relate to your experience.
18
Please describe your experience with data integration and API management platforms (e.g., MuleSoft). If you do not have this experience, please type N/A.
19
Please describe your experience using data querying software such as SQL, SAS, SPSS, MicroStrategy, and Tableau. If you do not have this experience, please type N/A.
20
Please describe your hands-on experience leading digital transformation initiatives, particularly focusing on CRM and customer engagement technologies. If you do not have this experience, please type N/A.
21
Do you have experience working with or for public sector entities or governmental agencies?
22
Please describe your experience working with or for public sector entities or governmental agencies. If you do not have this experience, please type N/A.
Required Question
Location : Minneapolis, MN
Job Type: Regular Status
Remote Employment: Flexible/Hybrid
Job Number: 2024-01281
Division: Strategy & Stakeholder Engagement
Department: Strategic Marketing
Opening Date: 02/21/2025
Closing Date: 3/14/2025 3:00 PM Central
MN Data Practices: The Metropolitan Airports Commission (MAC) collects information from applicants for the purposes of determining employment suitability. By providing information, MAC will use the information to determine employment suitability. Applicants are not legally required to provide the requested information. However, information not provided, other than race, gender, or disability, may prevent MAC from being able to consider the application or determine the applicant's suitability for the position. The information collected may be classified as public or private data under the MGDPA. "Public" means that data is available upon request. "Private" means the data is only available to the person the information is about, and to those who must see it in the course of conducting MAC business and as otherwise provided for by law. If the applicant becomes a MAC employee, then some of the collected information is required to be shared with a representative union.
Position Summary
Reporting to the Manager of Customer Relationship Management, this position is responsible for the technical administration and maintenance of the enterprise customer relationship management (CRM) platform for the Metropolitan Airports Commission (MAC), which owns and operates Minneapolis-St. Paul International Airport (MSP) and six reliever airports in the Twin Cities area.
The CRM Systems Strategist supports continued growth and advancement of MAC's CRM initiatives and is directly responsible for maintaining the CRM product, ensuring smooth implementation and operation to maximize its application, efficiency and effectiveness.
The CRM team is part of the Strategic Marketing & Communications Department within the Strategy and Stakeholder Engagement Division.
The Strategy and Stakeholder Engagement Division functions as an in-house team, serving as stewards of strategy, developing strategic communications and creating stakeholder champions to ensure the organization delivers on its purpose, values and strategic goals.
The Strategic Marketing and Communications Department stewards a consistent brand voice, activates the brand to engage key constituents and supports revenue growth and passenger engagement through strategic campaigns grounded in research and analytics.
To apply: click the "Apply" link located just above the position description, log-in and follow the instructions provided.
Questions regarding this position can be directed to Allison Gilbert at allison.gilbert@mspmac.org or 612-725-5987.
Applications will be accepted until 3:00 p.m. on Friday, March 14, 2025.
MAC complies with the Americans with Disabilities Act. If an accommodation is required for you to participate in the application process because of a disability, please contact Tekia Jefferson at 612-726-8196 or .
MAC is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, gender, age, nationality, or disability.
Position Description
Maintain CRM and enable user adoption
- Build, configure and maintain Salesforce and other CRM systems for diverse internal use cases
- Identify the needs of internal stakeholders to drive CRM adoption, delivering tailored solutions
- Collaborate with internal and external stakeholders to define requirements, customize Salesforce infrastructure and support pre- and post-implementation testing, user support and training
- Serve as a trusted advisor to internal and external stakeholders to foster understanding and usage of platform capabilities, best practices and solutions
- Manage Salesforce security and user access while ensuring high data quality standards
- Resolve system and user issues quickly, minimizing disruptions and maintaining operational efficiency
- Develop reports, dashboards and automation tools to help users manage customers and track performance
- Assist in creating and maintaining system documentation and resources
Manage customer data and deliver actionable analytics
- Ensure secure, efficient customer data management to align with business objectives
- Regularly audit and optimize data management processes to comply with security standards and improve efficiency
- Monitor CRM campaigns, providing insights and recommendations for data architecture and process improvements
- Leverage multiple data sources to analyze campaign dynamics and customer behavior, informing segmentation strategies and marketing personas
- Manage CRM's segmented distribution lists to enhance targeted engagement
Support marketing and customer service strategies
- Advocate for best practices in Salesforce configuration, subscriber engagement, audience segmentation and customer service
- Identify opportunities for customer acquisition, data enrichment and revenue growth aligned with enterprise goals
- Collaborate with marketing and communications colleagues to create multi-channel journeys that drive customer engagement and optimize lifecycle marketing
- Recommend A/B testing strategies for creative elements and customer segments to improve outcomes
- Design and manage web-based CRM infrastructure (e.g., capture widgets, web forms, surveys)
Position Requirements
Senior Level Individual Contributor (SRIC) Competencies
- Customer Focus: Building strong customer relationships and delivering customer-centric solutions
- Manages Complexity: Making sense of complex, high quantity and sometimes contradictory information to effectively solve problems
- Decision Quality: Making good and timely decisions that keep the organization moving forward
- Innovates: Identifies new approaches and implements cutting-edge solutions to continually enhance CRM functionality and user experience
- Resourcefulness: Securing and deploying resources effectively and efficiently
- Ensures Accountability: Consistently achieving results, even under tough circumstances
- Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
- Values Differences: Recognizing the value that different perspectives and cultures bring to an organization
- Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences
- Persuades: Using compelling arguments to gain the support and commitment of others
- Courage: Stepping up to address difficult issues, saying what needs to be said
- Instills Trust: Gaining the confidence and trust of others through honesty, integrity and authenticity
- Being Resilient: Rebounding from setbacks and adversity when facing difficult situations
MINIMUM REQUIREMENTS
- Bachelor's degree in Marketing, Information Technology, Business or a related field, or equivalent experience
- Direct experience with enterprise-wide CRM systems (e.g., Salesforce)
- Advanced proficiency in Salesforce, with a focus on platform configuration, user management, reporting and data security
- Strong project management skills, particularly for CRM implementations, upgrades or integration projects
- Proven ability to solve complex problems with creative technical solutions
- Demonstrated collaboration and support for business stakeholders
- Strong analytical skills with the ability to translate complex data into actionable insights
- Commitment to maintaining high standards of quality and accuracy
- Excellent written and verbal communication skills
- Passion for data, technology and enhancing customer experiences
- Proficient with Microsoft 365 (e.g., Word, Excel, PowerPoint, SharePoint, Teams, Outlook)
DESIRABLE REQUIREMENTS
- 5+ years of professional experience as a Salesforce administrator
- 2+ years of experience with marketing automation tools such as Marketing Cloud, HubSpot, Ortto, Eloqua, Marketo and Customer.io
- Experience with data integration and API management platforms (e.g., MuleSoft)
- Hands-on experience leading digital transformation initiatives, particularly focusing on CRM and customer engagement technologies
- Experience with agile methodologies and related project management and communication tools
- Experience working with public sector or government entities
- Experience working for or with public sector entities or governmental agencies
Your health. Your time. Your future. Good pay is only the beginning.
See the many and generous the Metropolitan Airports Commission offers to employees.
01
I became of aware of this opportunity through:
- Job Interest Card Notification
- MAC Employee
- MAC Web Site
- GovernmentJobs.com
- Indeed.com
- Other
02
If you selected 'Other' to the above question, please provide detail of where you heard about this opportunity. If you selected any other option, please put N/A here.
03
This position is eligible for a hybrid work schedule after two months of service. MAC's hybrid work schedule includes two days remote and three days onsite. One of the onsite days must be a Monday or Friday.I am aware of this policy and remain interested in this position.
- Yes
- No
04
Please choose the option that best relates to your education and experience.
- Bachelor's degree in marketing, information technology, business or a related field, or equivalent experience with 5+ years of professional direct experience with enterprise-wide CRM systems (e.g., Salesforce)
- In lieu of a degree, 9+ years of professional direct experience with enterprise-wide CRM systems (e.g., Salesforce)
- N/A, none of the above.
05
Please describe your professional direct experience with enterprise-wide CRM systems (e.g., Salesforce). If you do not have this experience, please type N/A.
06
Do you have advanced proficiency in Salesforce, with a focus on platform configuration, user management, reporting and data security?
- Yes
- No
07
Please describe your experience in Salesforce, with a focus on platform configuration, user management, reporting and data security. If you do not have this experience, please type N/A.
08
Please choose the options below that best relate to your skills and experience.
- Strong project management skills, particularly for CRM implementations, upgrades or integration projects
- Strong query/data analysis/analytical skills to translate complex data into actionable insights
- Proven ability to solve complex problems with creative technical solutions
- Demonstrated collaboration and support for business stakeholders
- Commitment to maintaining high standards of quality and accuracy
- Excellent written and verbal communication skills
09
Please describe your project management experience, particularly for CRM implementation, upgrades or integration projects. If you do not have this experience, please type N/A.
10
Please describe your experience collaborating and supporting business stakeholders. If you do not have this experience, please type N/A.
11
Do you have a passion for data, technology, and enhancing customer experiences?
- Yes
- No
12
Are you proficient with Microsoft 365 (e.g., Word, Excel, PowePoint, SharePoint, Teams, Outlook)
- Yes
- No
13
Do you have 5+ years of professional experience as a Salesforce administrator?
- Yes
- No
14
Please describe your professional experience as a Salesforce administrator.
15
Do you have 2+ years of experience with marketing automation tools such as Marketing Cloud, HubSpot, Ortto, Eloqua, Marketo and Customer.io?
- Yes
- No
16
Please describe your experience with marketing automation tools such as Marketing Cloud, HubSpot, Ortto, Eloqua, Marketo and Customer.io. If you do not have this experience, please type N/A.
17
Please choose the options below that best relate to your experience.
- Experience with data integration and API management platforms (e.g., MuleSoft)
- Experience using data querying software such as SQL, SAS, SPSS, MicroStrategy, and Tableau
- Hands-on experience leading digital transformation initiatives, particularly focusing on CRM and customer engagement technologies
- Experience with agile methodologies and related project management and communication tools
18
Please describe your experience with data integration and API management platforms (e.g., MuleSoft). If you do not have this experience, please type N/A.
19
Please describe your experience using data querying software such as SQL, SAS, SPSS, MicroStrategy, and Tableau. If you do not have this experience, please type N/A.
20
Please describe your hands-on experience leading digital transformation initiatives, particularly focusing on CRM and customer engagement technologies. If you do not have this experience, please type N/A.
21
Do you have experience working with or for public sector entities or governmental agencies?
- Yes
- No
22
Please describe your experience working with or for public sector entities or governmental agencies. If you do not have this experience, please type N/A.
Required Question