CBIZ, Inc. is a leading professional services advisor to middle market businesses and organizations nationwide. With unmatched industry knowledge and expertise in accounting, tax, advisory, benefits, insurance, and technology, CBIZ delivers forward-thinking insights and actionable solutions to help clients anticipate what's next and discover new ways to accelerate growth. CBIZ has more than 10,000 team members across more than 160 locations in 21 major markets coast to coast.
CBIZ strives to be our team members' employer of choice by creating an environment where team members are appreciated, recognized for their contributions, and provided with opportunities to grow, both personally and professionally, throughout their careers.
The Director of CRM Strategy will define and enable the vision for CRM as a means to gain a 360-degree view of CBIZ clients and prospects in order to maximize and expand the value of client relationships. Oversees the implementation, maintenance, and optimization of the CRM platform, ensuring data accuracy and user adoption. Will design and implement CRM strategies aligned with CBIZ goals, focusing on client acquisition, retention, and lifetime value.
Essential Functions & Primary Duties:
*Activation -- Establishes CRM as a best-in-class solution driving impact on new and expanded revenue, client experience metrics, and predictive analytics that feed into pipeline forecasting and client retention practices.
*Performance monitoring and reporting -- Tracks key metrics like sales conversion rates, client satisfaction, and ROI to measure the effectiveness of CRM strategies and identify areas for improvement. Sets strategy for dashboard reporting and executive-level revenue insights. Provides actionable data to management.
*Target communication - Enables CRM as the foundational tool for direct and enhanced communication with our clients and prospects.
*User experience - Works to simplify the complexity of data management and multi-system integration in ways that improve the user interface and overall user productivity.
*Client data - Sets data governance standards and analyzes client data to identify trends, patterns, and opportunities for improvement, leveraging insights to inform marketing and sales strategies.
*Steering Committee - Leads or co-leads CRM Steering Committee to ensure business leadership is involved in setting strategy and aligned on business goals.
*Directs a team of CRM specialists and marketing technology managers, providing guidance on CRM best practices, campaign management, and data analysis.
*Business Unit or Practice Group data entry specialists on best practices and enterprise-wide data policies.
*Cross-functional efforts to personalize marketing, sales, and client service interactions that lead to an increase in pipeline volume and revenue growth.
*Cross-functional collaboration with steering committee to ensure seamless integration and alignment of CRM initiatives in context of overall business goals
*VP-Business Development and Sales Leaders to align system with established and proven sales processes
*Client Experience team to examine, record, and mine client experience metrics and insights
*Chief Strategy Officer to surface further client insights and sales trends that influence decision-making and strategic direction, while also enhancing innovation initiatives
*Chief Marketing Officer and Marketing Leaders to launch campaigns and distill client buying patterns and insights
*Chief Information Officer and IT Leaders on IT standards, system administration and data governance policies
*All licensed Salesforce users to communicate standards, best practices, while also capturing first-hand user feedback and innovative ideas
*Influence an enterprise-wide culture of data-driven client relationship insights and accountability that reinforces our client-centric go-to-market strategy.
Minimum Qualifications Required:
* Bachelor's Degree in Marketing or Journalism required; Master's degree strongly preferred
* 12 years marketing experience and demonstrated track record of accomplishments
* Must work effectively with senior team
* Demonstrated ability to communicate verbally and in writing throughout all levels of organization, both internally and externally
* Must have strong interpersonal skills and leadership
* Ability to organize and manage multiple initiatives
* Proficient use of applicable technology
* Must be able to travel based on client and business needs
#LI-MM2 #LI-Hybrid
CBIZ
May 16, 2025