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Customer Relationship Management (CRM) Manager

The Greater Miami Convention & Visitors Bureau (GMCVB) is seeking a dynamic and experienced Customer Relationship Management, Manager who will report to the Senior Vice President and Vice President, Convention Sales to assist the GMCVB sales efforts by managing, analyzing, monitoring and troubleshooting business processes within the GMCVB’s CRM database, Simpleview. The CRM Manager will provide database and technical training to staff that is performed under specific guidelines and criteria. The CRM Manager will coordinate B2B and limited B2C CRM e-marketing initiatives and campaigns within the GMCVB’s e-marketing software, Act-On and will work closely with internal and external stakeholders to drive database initiatives through from discovery to completion in collaboration with the Director, Development & Program Management. Some of the tasks are routine, while others are moderately complex. Work is primarily performed indoors in a teamwork-oriented environment.

Nature of Work:

Work is frequently fast paced and is performed under pressure in a formal environment. Often confers with supervisor when making decisions. Work is performed indoors in a teamwork-oriented environment.

Basic Responsibilities:

  • Coordinates, manages and accurately maintains information through the development, compilation and maintenance of data base files in Simpleview.
  • Liaison to Miami Beach Convention Center for administrative processes related to bookings and events.
  • Some financial data entry.
  • Newsletter database management and updates.
  • Creates ongoing status reports-on customer communications.
  • Works on special projects for Convention Sales.
  • Managing incoming RFP’s and emails from website to incorporate in newsletter.
  • Data quality reporting and monitoring reporting.
  • Manage reports, Future Pace and MBCC prospects, etc..

Principal Accountabilities (goals):

  1. Provides internal information on files, traces, account ownership etc.
  2. Maintains up to date customer records in conjunction with the Miami Beach Convention Center as to provide Sales Managers with accurate availability for Conventions in the MBCC.
  3. Keeps current with GMCVB internal database capabilities and application for daily Convention Sales and Convention Services operation to include: Analysis, Documentation, Follow Specifications, Process Improvement, Calculating, Data Analytics, Technical Support and reports.
  4. Maintains database for incoming RFP’s requests etc.
  5. Collaborate with sales department and Director of Development & Programming to identify customer support and technology problems and resolve them.
  6. Participates in user testing and upgrade and ensure that business objectives are met.
  7. Provides departmental staff (support staff & managerial) ongoing high-level customer support with troubleshooting and user training on Simpleview, MINT ICCA, USI (Ungerboeck) and Hoopis Performance Network (Linked-In.)
  8. Write training materials and troubleshooting documentations.
  9. Develops management reporting and analyzes for use with partners and sales objectives under supervision of SVP and VP.
  10. Collaborates with the Marketing department on special projects and represents Convention Sales and Services by taking part in cross departmental meetings.
  11. Facilitates ongoing training for all Convention Sales staff on new Simpleview processes which vary from month to month.
  12. Attends DI and Simpleview annual meetings to find Best Practices for sales and service bureau operations.
  13. Works with CVENT and GMCVB staff to train and assimilate new processes for lead integration.

Interaction:

External
Interacts with Miami Beach Convention Center management team.

Internal
Confers with departmental staff, to include the Senior VP Sales.

Supervision Received:

Work is performed independently, conferring with supervisor on major projects only. Initiative is required to resolve problems.

Supervision Given:

  • Exempt Staff positions: None.
  • Non-Exempt Staff positions: None.

Knowledge Skills & Abilities:

  • Associates degree in a related field or two years college coursework.
  • At least three years related experience or an equivalent combination of education and hotel/hospitality experience.
  • Ability to utilize GMCVB database system (similar to Sales Force and Oracle).
  • Experience with Email Marketing preferred.
  • Intermediate knowledge of HTML5/CSS
  • Success in this position requires interpersonal skills for frequent interaction with customers.
  • Three years related experience or an equivalent combination of education and experience.
  • Demonstrated Intermediate knowledge of Microsoft Word.
  • Demonstrated Intermediate or Advanced knowledge of Excel.
  • Demonstrated Intermediate knowledge of Power Point.
  • Cross check data for integrity.
  • Demonstrated Proficiency with database management.
  • Type 40 correct words per minute.
  • Friendly telephone manner for frequent interaction with internal and external customer base.
  • Ability to work cooperatively and communicate effectively.
  • Good and consistent attendance.
  • Ability to trouble-shoot and provide customer support to internal and external customer base.
  • Utilize various problem-solving skills.

Essential Physical Requirements:

Sitting at a computer for long periods of time.
Dexterity for the purpose of typing and data entry.
Verbal communication is required to respond to customers telephonically.

Preferred Skills:

  • Basic SQL script writing.
  • Email marketing campaigns
  • Microsoft Server Office 365 Administration

APPLY BY DEADLINE September 30, 2021. We offer a competitive compensation package. Send resume & salary requirements to: employment@GMCVB.com or mail: GMCVB, Human Resources 701 Brickell Avenue, #2700 Miami, FL 33131. NO PHONE CALLS PLEASE. EOE.