Product Manager, CRM and Marketing Automation

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm, we are dedicated to serving the homeowner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Product Manager – CRM and Marketing Automation plays an important role in the organization by performing activities related to the company’s Retail Sales Division. The role is primarily responsible, under limited supervision, for ensuring the company’s CRM (Salesforce) and Marketing Automation technology is maximized to support higher lead generation, lead conversion, and customer retention. The Product Manager will manage the roadmap, backlog, and user stories and will serve as the primary
liaison between business stakeholders, technical teams, and third-party vendors to ensure the successful delivery of CRM and Marketing Automation solutions.

Essential Functions

• Own and manage the CRM (Salesforce) and Marketing automation platform strategy and roadmap, ensuring alignment with business goals and scalability needs.
• Work closely with cross-functional teams to define system requirements and problem definitions, prioritize CRM and Marketing enhancements across all products, and drive the implementation of best-in-class solutions.
• Maintain and continuously refine the Salesforce and Marketing Automation product backlogs, prioritizing based on business impact, feasibility, and strategic objectives.
• Regularly engage with stakeholders to validate and refine requirements and showcase iterative demos.
• Identify and drive process improvements and automation initiatives, ensuring that Salesforce and Marketing Automation tools are leveraged effectively to enhance operational efficiency and reduce manual effort.
• Develop and enhance CRM and Marketing technology vendor relationships.
• Stay up to date with Salesforce and other key vendors platform updates, best practices, and industry trends.
• Monitor new technology trends and identify areas of innovation relative to distinct competencies and market / business needs.
• Be the voice of the market, and champion business, product and marketing needs within the organization.
• Evaluate and recommend new features, technologies, and third-party applications that will enhance CRM and Marketing Automation functionality and align with business objectives.
• Partner with senior management, training and marketing teams to share best practices and collaborate on emerging trends and business opportunities.
• Collaborate with training teams and business leaders on strategies to increase adoption and usage of CRM and Marketing Automation technology.
• Develop quarterly roadmaps and work with SCRUM Masters, Product Owners, and Development Leads to ensure that delivery and release plans will achieve quarterly objectives.
• Collaborate with solution architects, developers, and system administrators to design, test and deploy enhancements, integrations and customizations to systems.
• Provide release support by participating in acceptance testing as needed, producing release notes, knowledge sharing and communicating effectively with stakeholder groups.
• Keep management and key stakeholders well informed of initiative progress, status and/or concerns to ensure that expectations and satisfaction are met or exceeded.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in degree or equivalent in computer, business, or related field.
• Minimum five years' experience in a related role(s) required. 
• Salesforce Certified Administrator, Platform App Builder or Sales Cloud Consultant preferred. In lieu of certification, equivalent recent senior level Salesforce work experience or significant Salesforce Trailhead (10,000+) score is required.
• Minimum 3 years of working hands-on with Salesforce.com in a Product Owner, Product Manager, Admin, or Support role Broad knowledge of the Salesforce product landscape with detailed knowledge of Sales Cloud and Marketing Cloud preferred.
• Knowledge of Agile methodology is highly preferred.
• Background with usability and/or training on human computer interactions and workflow best practices.
• Ability to communicate complicated concepts in a simple, straightforward manner. 
• Demonstrated ability to translate user’s needs into features and user stories for development.
• Independent, self-starter with the demonstrated ability to learn/adapt to new technologies and techniques.
• Ability to organize and manage multiple priorities simultaneously in a fast-paced, deadline-driven environment.
• Passionate about delivering excellence in customer service within a team environment and work well with geographically dispersed teams.
• Mortgage industry experience preferred with broad understanding of mortgage origination process.
• Knowledge of Jira or other software product development tool.
• Strong project management and critical thinking skills, including the ability to evaluate facts and data to draw conclusions.
• Results and metric driven, capable of motivating a team to reach goals and drive initiatives.
• Excellent verbal and written communication skills required.
• Highly organized and detail-oriented; ability to work in a fast-paced, metrics-driven environment required.
• Proficiency in Microsoft Office Suite, Word, Excel, Wiki, collaborative cloud-based programs, and third-party software applications required.
• Commitment to company values.
• Customer Service - Proactive attention to each person
• Integrity - Do and say what's right
• Respect - Treat others with dignity
• Collaboration - Listen and work together
• Learning - Seek knowledge and strive for improvement
• Excellence – Deliver the unexpected

Supervision

• Job Scope: Plays a key role in area by generating insights and ideas on policies, processes, procedures, and efficiency; contributes ideas to strategic and operational plans to ensure alignment

• Complexity: General precedents may exist for most problems; conducts independent research/analysis to identify the appropriate approach

• Impact: Decisions and actions impact the effectiveness of own team and closely related teams

• Interaction/Supervision: Work is monitored under general supervision of supervisor and by following established, specific procedures described by supervisor; May act as a guide to less experienced staff in similar role and/or student employees; generally, does not have formal responsibility for overseeing others.

Requirements

Physical: Work is primarily sedentary; mobility in an office setting.

Manual Dexterity: Ability to operate standard office equipment and keyboards.

Audio/Visual: Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.

Environmental: Office environment – moderate noise, no substantial exposure to adverse environmental conditions.

Mental: This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.

Schedules: Work is primarily performed during the business week, Monday - Friday.

Travel: 5% or less

Guild offers a pleasant work environment, competitive compensation and excellent benefits package, including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

Targeted Salary Range: $110,000 - $180,000 annually

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

REQ#: PRODU017089