CRM & Digital Engagement Specialist

Essential Duties and Responsibilities:The CRM & Digital Engagement Specialist will collaborate with company leadership and key stakeholders to lead the company's CRM strategy and digital marketing initiatives. As the owner of the Salesforce-based CRM platform, this role is responsible for the strategic direction, administration, optimization, and utilization of the system across the organization. The position also oversees database marketing, digital communications, website management, social media platforms, and marketing analytics to support organizational goals and drive business results. Duties include:CRM Ownership, Administration & StrategyServe as the primary administrator and internal subject matter expert for the company's Salesforce-based CRM platformBuild, maintain, and optimize workflows, automations, templates, and campaigns within the CRMOwn the day-to-day relationship with the CRM provider, including renewals, support escalations, and feature implementationsPartner in the development and execution of database marketing strategies targeting past clients for refinance, purchase, and other lending opportunitiesCollaborate with CRM users, primarily Loan Officers, to identify opportunities to improve adoption, usability, and business outcomesProvide user onboarding, training, and ongoing support; communicate system enhancements and best practicesLead deployment and adoption of CRM tools and integrated technologiesWebsite & Digital PresenceMaintain and update the company website built on WordPress, including content updates, page creation, and basic technical upkeepBuild and publish landing pages supporting Loan Officer campaigns and company marketing initiativesMonitor website performance and implement SEO best practices to improve visibility and engagementAnalytics, Reporting & InsightsDevelop and maintain dashboards and reports to provide visibility into CRM utilization, digital engagement, and marketing performanceTrack and analyze website traffic, social media activity, and campaign performance; provide actionable insights and recommendationsMeasure and report on user adoption and engagement across CRM and digital marketing platformsSocial Media OversightOversee the company's social media presence across platforms and maintain a consistent posting schedule aligned with brand standardsCoordinate and schedule content highlighting Loan Officer activity, employee achievements, community involvement, and educational mortgage contentMonitor audience engagement and identify opportunities to expand reach and strengthen brand awarenessCommunications, Compliance & OperationsManage and distribute company-wide communications through SF CommunicationsReview marketing materials for compliance with brand standards and applicable regulatory requirementsReview and approve marketing-related vendor invoices for paymentManage relationships with marketing vendors and external service providersLead or support projects related to marketing initiatives, platform implementations, and process improvementsEducation and/or Work Experience Requirements:3 - 5 years of hands-on experience administering Salesforce or a CRM platform built on the Salesforce ecosystemDemonstrated experience managing or contributing to social media content and digital platformsProficiency with WordPress or a comparable CMS; comfort building and editing pages without developer supportPreferredFamiliarity with SEO tools, web analytics platforms (e.g., Google Analytics), and/or social media scheduling toolsExperience with database marketing or lifecycle marketing campaignsExperience managing projects, launches, or cross-functional initiativesSalesforce certifications (Administrator, Marketing Cloud, or equivalent)Prior experience in mortgage lending, real estate, or financial servicesSkills:Strong written communication and editing skills; ability to write clearly for varied audiences.Ability to analyze data and translate findings into concrete, actionable recommendationsProven ability to train and support end users on technology platformsComfortable working independently in a small team environment with broad, varied responsibilitiesUnderstanding of best practices in content creation on platforms such as social media, blogs and other digital marketing avenues, and the ability to translate best practices to implementationHigh level of integrity, ethics, discretion and professionalism in handling confidential and sensitive information