CRM Admin

PPG INC

Professional Plumbing Group (“PPG”) manufactures and distributes high quality plumbing products and expert solutions to create best-in-class customer experiences. The PPG umbrella has three national brands with Speakman, Wolverine Brass and PlumbMaster and a history stretching back 150 years in the plumbing industry. While distinct in customer base and value proposition, the three brands share a passion for innovation and customer service excellence. The company is headquartered in Conway, SC, and operates in Glen Mills, PA. PPG has started a transformation process into an agile, solution-oriented organization with best-in-class sales capabilities. Professional Plumbing Group is a portfolio company of Dunes Point Capital (DPC).

POSITION TITLE: CRM Administrator

REPORTS TO: Director, Relationship Marketing

DEPARTMENT: Marketing

LOCATION: Glen Mills, PA

PRIMARY ROLE:

The Customer Relationship Management (CRM) administrator is responsible for bridging the gap between PPG’s CRM process and system and the CRM users. This role translates PPG strategic objectives and KPIs into CRM workflows, governing principles and practices to ensure the CRM tool is best used and leveraged to drive desired results. The CRM administrator educates users, communicates updates and best practices, and trouble shoots challenges to maximize effectiveness and ultimately drive a superb customer experience.

DUTIES AND RESPSONSIBILITIES:

  • Provide day-to-day guidance to ensure continuous improvement of utilization, adoption, and effectiveness of the MS Dynamics CRM platform
  • Identify areas of opportunity and actively drive the organization to achieve maximum optimization of CRM platform
  • Create behind the scenes workflows to automate routine CRM based tasks
  • Participate in key strategic events, meetings, training sessions, etc as required to drive CRM strategy
  • Be the voice and “Front Person” for all things CRM
  • Assign proper Security Roles: New users, user changes
  • Create Security Roles to fit new user types
  • Provide access to ancillary programs: Maplytics, D365 app for Outlook, etc.
  • Verify account ownership changes flow to CRM from AX for territory
  • Conduct new rep training; conduct training as needed for new and/or updated processes and features
  • Communicate best practices, tips, and tricks, as needed, to drive user adoption and effectiveness
  • Develop, deploy, publish and ensure action orientation for dashboards and reports that support our CRM strategy Complete mass uploads
  • Serve as the gatekeeper for all sales related charts, views, dashboards and reports
  • Enforce data quality controls; monitor exception reports for data gaps
  • Monitor for data inaccuracies or data feed issues between D365 and AX

KNOWLEDGE, SKILLS & ABILITIES

  • Associates Degree Required
  • At least 3-5 years of relevant experience
  • Tech savvy
  • Strong Data analytics
  • Curious, Problem Solver
  • Relationship Builder; Ability to work in matrix environment
  • Strong Communication skills
  • Customer Service Oriented (Internal and External)
  • Prioritization and time management skills
  • Experience with CRM tools (Dynamics, Salesforce required)

Job Type: Full-time

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