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Retail CRM Systems Manager

Quick Facts

St. Louis, Missouri, Southlake, Texas, Omaha, Nebraska, Jersey City, New Jersey ID# 2018-17435 Regular Full-Time Manager

Role:

This position involves the management of activities related to development support, enhancements, and maintenance of internal client acquisition and retention information systems utilized by Retail Distribution.  This individual serves as a strategic thought partner and business Subject Matter Expert. The role supports the strategic roadmap by identifying opportunities to leverage the CRM and other associate facing applications to deliver on retail strategy.  Additionally, this individual must apply communication and problem-solving skills to guide and assist user groups on issues related to the design, development, and deployment of CRM software critical to business operations. The Manager acts as liaison with appropriate technology teams associated with their assigned system.  This individual is capable of managing any component of a project associated with their system of responsibility from planning through execution.

Key accountabilities and responsibilities include:

  • Manage relationships with Retail leadership and influence decision making
  • Ensure ongoing functionality of assigned system by facilitating ongoing maintenance and upgrade of the technology
  • Participate in cross functional activity specific to assigned system
  • Lead, coach, and develop Sr. Specialists  

Responsibilities:

  • Assist in the development of a Strategic Roadmap for CRM Systems  
  • Understand business strategy, and provide recommendations for enhancements
  • Lead intake and prioritization of backlog to facilitate sequencing for T2 development   
  • Coordinate issue resolution with leadership related  to systems enhancements, testing and other critical issues identified
  • Take ownership on escalated items and delegate as appropriate to drive resolution
  • facilitate ongoing maintenance and upgrade of the technology
  • Lead planning and requirements gathering sessions with stakeholders to define requirements and deliverables
  • Act as central point of contact for issues and problems related to assigned system
  • Risk based decision making abilities with ability to collaborate and drive towards resolution, escalating appropriately
  • Represent the Retail point of view on assigned projects - ensure Retail needs are accounted for
  • Collaborate with Key Stakeholders to ensure most favorable outcome achieved when projects drive system changes/enhancements
  • Communicate impacts of changes due to project deliverables to Key Stakeholders
  • Provide systematic ongoing development of direct report(s) ex. Regularly scheduled IDP conversations
  • Provide tactical system specific training/coaching and feedback

Requirements:

  • 2 to 3 years related experience
  • Ability to understand and anticipate business needs, organize, prioritize, and delegate to ensure the success of multiple initiatives in a timely manner.
  • Strong written and verbal communication skills with the ability to communicate with all levels of TDA in a manner that is understandable to business units.
  • Experience (2-3 years) with CRM system preferred.
  • Understanding of TDA policies and procedures and ability to identify compliance and regulatory concerns.
  • Strong interpersonal skills, ability to work through complex technical situations with the ability to communicate with both technical and non-technical audiences.
  • Action oriented individual who has strong decision making skills, self-motivated owner of multiple tasks and accountable to deliverables. Must be able to achieve goals with minimal supervision or direction.
  • A thorough understanding of the Internet, Web Navigation, Windows Operating System, Microsoft Excel, Visio, Word, PowerPoint, CRM systems and other applications as required.
  • Securities industry knowledge and a strong understanding of TDA internal policies and procedures required
  • Expert Knowledge, or proven ability to develop, of multiple TDA systems including but not limited to Salesforce, A2C, web, and other TDA applications as needed.
  • Exceptional leadership skills with experience leading change and the ability to handle escalations of issues from other associates.
  • Display professionalism and emotional intelligence across all settings.
  • Quick learner, adaptable to new situations and challenges.
  • Solve problems quickly and effectively while performing root cause analysis.
  • Lead effective meetings.
  • Military education or experience may be considered in lieu of civilian requirements listed.

 

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About TD Ameritrade.

A leader in brokerage and investment services for over 35 years, TD Ameritrade offers a full spectrum of powerful solutions and innovative tools for trading and investing. We're constantly expanding our knowledge and bolstering our capabilities, from a leading active trader program to intuitive long-term investment solutions and a national branch system. Combined with some of the industry's brightest minds, there's no limit to how big our accomplishments can be.

From first-time investors to sophisticated traders, TD Ameritrade is focused on helping individuals seek out their financial goals. And you're the ambassador to all that we do. Beginning with our trading platform and proprietary technology to our resolve to outperform, you'll maintain the high level of quality and integrity we're known for, each and every day. With the right opportunity, there's no limit to what you can accomplish.

As a leading employer in financial services, we believe in building strong relationships, achieving quality results and working with integrity. It's at the heart of everything we do. That's why we provide you with comprehensive training, benefits and programs that inspire you to achieve more every day. Apply to a TD Ameritrade job today and help our clients pursue their dreams, while you fulfill yours.

Applicants must be eligible to work in the U.S. Immigration sponsorship is typically not available for this position.

TD Ameritrade participates in the E-Verify program. For additional information on this program please click here. TD Ameritrade is an Equal Opportunity Employer. We value diversity and offer a quality workplace. TD Ameritrade, Inc. member FINRA/SIPC/NFA is a subsidiary of TD Ameritrade Holding Corporation (NASDAQ:AMTD). TD Ameritrade is a trademark jointly owned by TD Ameritrade IP Company and the Toronto-Dominion Bank.

© 2018 TD Ameritrade IP Company, Inc.

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