Vice President - CRM/eCommerce Job Description

Role:

As VP of CRM/eCommerce, responsibilities included defining the corporate CRM strategy within the context of the firm’s sales and marketing objectives while providing thought leadership on issues related to the design, development, and deployment of CRM and eCommerce systems, including direction for the installation, configuration, support and proper use.

Employer:

The Ziegler Companies, Inc., Milwaukee Wisconsin
$100 Million Full Service Brokerage
January 2006 to October 2008

Reporting:

Reports to: Senior Managing Director – Technology (CIO)
Direct Reports: (1) Assistant Vice President – eCommerce, Vendor

Responsibilities:

The Responsibilities of this position include:

• Apply business knowledge and experience to improve business processes
• Provide leadership for the installation, configuration, support and proper use of the firm’s CRM and eCommerce systems
• Assess internal clients' CRM and eCommerce needs
• Drive CRM and eCommerce business requirements gathering and development
• Apply proven communication and problem-solving skills to guide and assist the user group on issues related to the design, development, and deployment of CRM and eCommerce systems
• Manage external vendors to define/meet systems requirements; optimize system performance
• Develops business plan and annual budget for e-commerce function
• Works with the Business Units to improve, develop and advocate new CRM and eCommerce opportunities for Ziegler’s products and services
• Directly supervises one employee, AVP E-Commerce
• Carries out supervisory responsibilities in accordance with the Ziegler's policies including planning, assigning, directing work, appraising performance under Ziegler Rewards Program, rewarding and disciplining employees, addressing complaints and resolving problems

Qualifications:

To perform this job successfully, the individual should have a comprehensive understanding of:

• Business planning, budgeting and marketing
• CRM and e-commerce strategy development
• E-commerce and CRM business models
• Financial services industry trends, competitors, distribution channels, customer base, promotion, and products
• The business practices of the Administrative, Capital Markets, Wealth Management and Asset Management functions within the brokerage industry.
• Compliance and regulatory issues surrounding the financial services industry.
• Project management principles and disciplines
• Consultative approach to serving the needs of internal clients.
• Application development methodologies: discovery, design, development and deployment of complex business systems
• Business systems integration
• User interface design, information architecture and creative design aspects
• Emerging CRM and eCommerce technologies
• Web site content management systems
• Internet Search Engine Optimization
• Pay-Per-Click Advertising and web site promotion
• Internet newsletters and e-mail campaign administration.
• Advanced application of Microsoft Office products to business problems.
• Extensive knowledge of databases including SQL & MS Access and compatible reporting tools
• Programming technologies such as Visual Basic, Java Script, and Visual Basic Script. HTML and XML/XSLT
• Programming concepts including the integration of XML into other applications
• Internet Server Operating Systems, primarily Microsoft Internet Information Server
• Web site measurement tools and utilities such as Web Trends, Web QA
• Creative business problem solving
• Strong communications interpersonal skills.