Position Summary

The CRM Coordinator/Manager will be responsible for the day-to-day-operations of CMA’s CRM platform. This position will be a centralized and collaborative resource serving as the conduit between the Business Strategy & Operations team, which has primary oversight of the CRM platform, and all other teams. This role will seek to understand a wide range of business processes, data use cases, and reporting and tracking needs to develop CRM-based solutions for our staff. The position will champion CRM usage within the organization, aligning use cases across CMA and implementing key solutions. This role is a key player in the development and innovation of CMA’s future.

This position is based in Nashville, TN and requires three days of in-person work per week.

CMA believes in and expects all staff to act in alignment with its core values of collaboration: exhibiting a team-oriented focus, practicing active listening, demonstrating empathy; being solution-minded: proactively identifying problems and potential solutions; and commitment: exhibiting tenacity, engagement, and passion.

Essential Functions:

Serve as CMA’s primary CRM administrator and subject matter expert. Maintain day-to-day operations of the platform
Design, develop, launch, and implement improvements and innovations to CRM through collaboration with departments across CMA
Manage and improve CRM processes and workflows
Develop workflows and data pipelines to and from CRM
Provide and maintain CRM training for CMA staff
Understand the sources of data integrated into CRM and recommend how to best collect, organize, use, and optimize this data
Collaborate with external development resources to optimize CRM infrastructure and build solutions for use cases, as needed
Establish CRM standard operating procedures
Ensure data quality through completeness and accuracy of inputs within system
Constantly perform data hygiene of accounts, opportunities, and other configurations
Develop and maintain reports and dashboards within CRM per department needs
Fulfill CRM data requests as needed by departments
Stay up to date on CRM product releases, system updates, and best practices to recommend new customizations and integrations
Support other Business Strategy & Operations functions, as needed

EDUCATION AND EXPERIENCE:

Two or more years of experience with CRM, data warehouse, and business intelligence operations
Experience interacting and managing CRM platforms for sponsorship, ticketing, and/or membership activities
Experience with implementing and building CRM and/or data processes from the ground up
Experience with Microsoft Dynamics 365 CRM and Power Platform suite preferred (i.e. Power Apps and PowerBI).
Knowledge of SQL query building and/or Tableau report building a plus
BA/BS degree in a relative field or equivalent work experience required.

KNOWLEDGE, SKILLS, AND ABILITIES:

Strong communication skills, both verbally and written, with ability to shift from technical to non-technical language based on audience
Effective at and enjoy teaching, training, and assisting others
Keen eye to identify problems, ideate potential solutions, and ultimately resolve problems
Be curious to think creatively and critically
Flourish when balancing multiple projects and priorities
Team player that can collaborate and work effectively with a variety of personalities
Ability to learn and adapt quickly
Strong analytical skills
Discernment with the confidentiality and privacy needed with CMA’s data and ability to effectively safeguard that data

COMMITMENT TO INCLUSIVITY: CMA is committed to creating lasting change by nurturing an inclusive and equitable culture. By fostering these practices in all areas of our business, we will ensure the future of our industry. We celebrate the dedication of our staff, our membership and the industry in moving Country Music forward and are committed to offering education and resources to help ensure an equitable pipeline of opportunity that continues for years to come.

Country Music Association