Customer Experience & Contact Systems Manager

Park National Bank; Newark (OH); Hybrid; USD 75,000 - 105,000; Full time

Benefits offered by this job

Health insurance

Job summary

Park National Bank is seeking a Customer Experience & Contact Systems Manager to oversee CRM administration, customization, and analytics from our Newark, OH location. This hybrid role combines on-site collaboration Monday to Wednesday with remote work Thursday and Friday.

The candidate will lead system upgrades, ensure data integrity, and develop dashboards while working with business users to tailor CRM solutions and maintain compliance across operations.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• Minimum 2 years IT experience with CRM knowledge.
• Hybrid work setup with on-site Newark, OH offices part of the week.

Responsibilities

• Oversee day-to-day administration, configuration, and maintenance of the CRM platform.
• Ensure CRM performance, scalability, and user experience.
• Manage upgrades, patches, and integrations with third-party apps.
• Lead CRM customization, including creating custom objects.
• Collaborate with business users to gather requirements and design solutions.
• Manage development and deployment of the CRM platform, including components and code.
• Ensure data integrity and consistency across CRM and integrated systems.
• Support customer 360 enablement, integrations, and utilization.
• Develop and manage reporting and dashboards for key insights.
• Monitor data quality and implement data-cleaning processes.
• Provide user support and manage access/permissions.
• Coordinate with learning and development to maximize CRM effectiveness.
• Adhere to Bank’s compliance and risk management policies.
• Deliver high-level service aligned with Serving More standards.
• Other duties as assigned.

Skills

CRM administration

Requirements gathering

Data integrity

Reporting & dashboards

Stakeholder collaboration

Education

Bachelor's degree in computer science, business administration or related field

High School Diploma or Equivalent

Job description

If you are a job seeker with a disability and require a reasonable accommodation to apply for one of our jobs, you will find the contact information to request the appropriate accommodation by visiting the following our Accessibility Accomodation for Applicants page.

Customer Experience & Contact Systems Manager

Locations

Showing 1 location

Newark, OH 43055, USA

• Hybrid
• Information Services
• Full-Time
• Requisition #: CUSTO006919

Description

***Sponsorship not available***

JOB RESPONSIBILITIES

• Oversee the day-to-day administration, configuration, and maintenance of the CRM platform.
• Ensure the CRM system is optimized for performance, scalability, and user experience.
• Manage system upgrades, patches, and integrations with third-party applications.
• Lead the customization of the CRM platform, including creating custom objects
• Collaborate with business users to gather requirements and design tailored solutions that meet operational and strategic needs.
• Manage the development and deployment of the CRM platform, including but not limited to components, pages, and code.
• Ensure data integrity, accuracy, and consistency across the CRM platform and integrated systems.
• Collaborate and provide support for customer 360 enablement, integrations, and utilization.
• Develop and manage reporting and dashboards to provide key business insights.
• Monitor data quality and implement processes to maintain clean and accurate data.
• Provide support to CRM platform users, troubleshooting system issues and managing user access and permissions.
• Collaborate with learning and development to ensure training programs maximize the effectiveness of the CRM.
• Maintain awareness of and adherence to Bank’s compliance requirements and risk management concepts, expectations, policies and procedures and apply them to daily tasks
• Deliver a consistent, high level of service within our Serving More standards
• Other duties as assigned

EDUCATION - EXPERIENCE

• High School Diploma or Equivalent
• Bachelor's degree in computer science, business administration or related field or equivalent relevant work experience.
• Minimum 2 years minimum experience in IT with knowledge or background in CRM processes and/or solutions

THIS POSITION IS HYBRID - MONDAY THROUGH WEDNESDAY ON SITE IN OUR NEWARK OHIO OFFICES AND THURSDAY - FRIDAY REMOTE. This position must be able to remain in a stationary position a minimum of 75% of the time, constantly operate a computer, and be able to be in constant communication with coworkers and stakeholders to discuss and exchange accurate information.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.