CRM Manager

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture.

A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.

CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

Position Overview:

The Marketing CRM Manager enhances CRM capabilities across the company. This position is responsible for driving CrossCountry Mortgage marketing efforts from lead to nurture and ensuring that technology aligns with business goals.

Job Responsibilities:

• Act as the system owner and administrator for the corporate marketing platform.
• Manage technical workflow.
• Oversee execution, lead customer journey, and drive funnel efficiencies.
• Define and maintain scalable processes, SLAs, KPIs and marketing workflows to ensure best practices in campaign and lead management.
• Maintain up to date knowledge of relevant email, print and SMS related regulations (CAN-SPAM, CASL, GDPR, CCPA), through partnership with internal compliance officers, external solution providers and independent research.
• Work with digital and technology teams to develop landing pages.
• Manage user permissions in the CRM system for personalized communications and one-time marketing initiatives.
• Coordinate copy and creative content, tagging, segmentation, and responsive templates with internal team and agency partners.
• Maintain database, ensuring data cleanliness and completeness by leveraging internal and 3rd party tools. 
• Support email team in resolving deliverability issues.
• Manage automation workflows and act as a liaison with internal and development teams as well as vendors to troubleshoot issues with dataflow and triggers.
• Manage a team of direct and external partners.

Qualifications and Skills:

• Bachelor’s degree in Marketing, Business Administration, Communication, or related field; or equivalent work experience in related field, preferred.
• At least 3-7 years of CRM Management experience within the Mortgage industry, preferably with the Total Expert platform.
• Experience with Cloud Technologies, APIs, SaaS technologies.
• Experience in strategizing and analyzing disparate pieces of information. 
• Excellent project management skills including managing deadlines and objectives, delivering analysis and recommendations.
• Excellent analytical skills.
• Excellent communication and leadership skills.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.