CRM Platform Lead: Growth & Engagement

First Commonwealth Federal Credit Union; Allentown (Lehigh County); On-site; USD 90,000 - 120,000; Full time

Job summary

First Commonwealth Federal Credit Union is seeking a CRM Program Manager to deepen member loyalty, drive sustainable growth, and positively impact members’ financial journeys. You will lead the CRM program, act as the CRM platform owner, and ensure governance, adoption, and data-driven insights across onboarding, engagement, cross-sell, retention, and win-back.

Join a values-driven team focused on honesty, innovation, and service, dedicated to empowering members and empowering frontline teams to

Qualifications

• Bachelor’s degree in Marketing, Business, MIS, or a related field.
• 3–5 years of CRM, system ownership, product management, or data driven marketing roles.
• Proficiency utilizing CRM platforms and Microsoft Office tools along with the ability to train and support staff in CRM usage and best practices
• Knowledge of data governance, data quality management, and system workflows in financial services.

Responsibilities

• Design and manage CRM-driven engagement programs across onboarding, engagement, cross-sell, retention, and win-back.
• Partner with Member Experience teams to execute CRM campaigns, ensuring campaigns are actionable, clearly defined, and aligned to member needs and business priorities.
• Serve as the business owner of the CRM platform, responsible for system configuration, enhancements, prioritization, and overall effectiveness.
• Manage the CRM product roadmap, including new capabilities, enhancements, and integrations in alignment with business and strategic priorities.
• Establish and maintain CRM governance, including data standards, workflows, user roles, and best practices to ensure consistent and effective use across the organization.
• Drive adoption of CRM across the organization by defining expectations, training users, and embedding CRM into daily workflows and member interactions.
• Translate CRM insights and campaign strategies into clear, executable actions for frontline teams, enabling consistent, relationship-driven member interactions.
• Develop and refine member segmentation strategies based on behavior, life stage, and financial needs to improve targeting and engagement effectiveness.
• Partner with Business Intelligence to analyze member data and generate actionable insights that inform campaigns, product strategies, and experience improvements.
• Monitor and evaluate CRM program and system performance, identifying opportunities to improve engagement, usability, and outcomes.
• Collaborate with Technology teams to support system integrations, data flows, and platform enhancements while maintaining clear ownership of business requirements and priorities.
• Ensure data integrity within the CRM platform by establishing and maintaining standards for data entry, usage, and management.
• Define and track key performance indicators including engagement rates, campaign effectiveness, product per member, retention metrics, and CRM adoption metrics.
• Support the Mission and Purpose of the credit union. Demonstrate the Values, Member Experience Model and Employee Experience Model. Please refer to the employee handbook for details.
• Satisfactorily complete all required BSA and Compliance training and ensure adherence to all applicable regulations.
• Assist in training employees on CRM usage and best practices and perform other duties as directed.

Skills

CRM platforms

Strong communication

Data-driven marketing

Cross-functional collaboration

Education

Bachelor’s degree in Marketing, Business, MIS, or related

Tools

Microsoft Office

Jack Henry Synapsys

Job description

First Commonwealth Federal Credit Union is seeking a CRM Program Manager to deepen member loyalty, drive sustainable growth, and positively impact members’ financial journeys. You will lead the CRM program, act as the CRM platform owner, and ensure governance, adoption, and data-driven insights across onboarding, engagement, cross-sell, retention, and win-back.

Join a values-driven team focused on honesty, innovation, and service, dedicated to empowering members and empowering frontline teams to