Customer Relationship Manager (CRM)

Job Number:
Job Category:
Project / Program Management
Washington, DC US
Day Job
Potential for Teleworking:
Clearance Level Must Currently Possess:
Clearance Level Must Be Able to Obtain:
Basic Qualifications
At least five (5) years of CRM implementation, marketing, communications, or customer service experience is required. Experience providing business consultation and implementation of CRM and marketing automation systems. Microsoft Dynamics CRM familiarity is highly preferred, but not required.

Due to contract requirements, must be a U.S. citizen. Position is full-time, and will involve frequent on-site client visits. Must be able to secure a Public Trust designation.

Job Description
The Customer Relationship Manager (CRM) position is responsible for executing our government client’s Customer Relationship Management strategies as related to marketing and communications. This position will not implement the government’s CRM solution, but will work closely with marketing and IT teams and provide ongoing support by advising requirements for evolving CRM and marketing automation systems, in order to leverage capabilities to deliver the client’s mission. The position shall assist the government in planning and using CRM capabilities as they relate to marketing and communications, advising on data integration strategies to create an integrated view of customer needs, analytics and how best to use such data in the government’s marketing initiatives. The position is based at our prime contract holder’s location in Dupont Circle, with visits as required to the client site in Chinatown, Washington, D.C.

Specific duties include:
● Develops a high-level CRM strategy for the government in support of its marketing and communications strategies, including developing business requirements and advising on functional requirements
● Ensures that the established CRM capabilities ultimately support the government’s marketing, communications, and knowledge transfer responsibilities.
● Monitors and reports on CRM implementation progress, successes, opportunities, and challenges related to marketing and communications.
● Ensures that the government’s marketing, communications, and knowledge transfer activities are responsive to customer relationship data, information, and feedback.
● Supports the development and use of performance measures and feedback tools to inform the government’s marketing efforts and to improve its CRM.
● Coordinates closely with other key contractor staff, the government, and participating organization staff to ensure that the government’s CRM goals and strategies are being executed effectively and efficiently.
● Maintains technical knowledge and trains others for maximum utilization of new and existing CRM systems.

Desired skills
● Previous experience with business consulting and administration of CRM and marketing automation systems.
● Utilization of campaign management software.
● Ability to synthesize, benchmark, and analyze data and performance metrics; package reports.
● Excellent interpersonal and communication skills, with experience conducting presentations.
● Exceptionally organized with excellent documentation skills.
● Self-motivated and adaptable; capable of determining and prioritizing own tasks, including identifying and proposing new work, while meeting internal and external deadlines.
● Able to recommend best practices and articulate process improvements and required changes.
● Familiarity working with government agencies and operational environments.
● Understanding of criminal justice related issues and audiences.
Leidos is a global leader in the integration and application of information, technology and systems working to solve the world’s toughest challenges in the civil, health, defense, intelligence and homeland security markets. The company’s 33,000 diverse employees support vital missions for government and commercial customers in 30 countries. Headquartered in Reston, Virginia, Leidos reported annual revenues of approximately $10 billion for the fiscal year ended January 1, 2016 after giving effect to the recently completed combination of Leidos with Lockheed Martin's Information Systems & Global Solutions business (IS&GS). For more information, visit www.Leidos.com. The company’s diverse employees support vital missions for government and commercial customers. Qualified women, minorities, individuals with disabilities and protected veterans are encouraged to apply. Leidos is an Equal Opportunity Employer.

Job Location(s): Washington District of Columbia
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