Sr. Manager, CRM & Business Applications

What You’ll Be Doing 

Technical & System Management 

• Support the administration of Salesforce and all associated products and applications, including system configuration, customization, and integration with other business systems
• Manage user accounts, security settings, profiles, permissions, and role hierarchies
• Conduct system audits and implement best practices to optimize CRM performance and user adoption
• Coordinate with vendors, consultants, development teams, and internal stakeholders to support system enhancements, troubleshooting, and user acceptance testing
• Develop and maintain documentation for system processes, workflows, and configurations
• Plan and execute system upgrades, releases, and new feature implementations
• Provide end-user support including technical troubleshooting, routing requests to appropriate staff/departments, and follow-up to ensure resolution
• Identify opportunities to leverage technology solutions to reduce costs and enhance productivity
• Establish and maintain data governance policies to ensure data accuracy and reduce redundancy
• Identify and resolve data integrity concerns affecting CRM system accuracy
• Generate reports and dashboards to provide insights into data health and system usage
• Be liaison between onsite staff and MSP for IT support and project initiatives to ensure staff productivity 

Business Operations & Support 

• Ensure the CRM is configured to support evolving business goals, with clean data, intuitive workflows, and actionable reporting
• Work directly with stakeholders to understand pain points, anticipate needs, and deliver tailored solutions that improve daily operations
• Gather requirements from stakeholders across departments, define needs, and prioritize enhancement requests
• Design usable solutions that address business and technical objectives
• Lead adoption efforts for new tools and processes and provide training for staff, ensuring smooth transitions and high user engagement
• Act as a liaison between IT and business groups throughout the project lifecycle
• Provide elevated support for member portal inquiries that cannot be resolved through initial support channels
• Track down incomplete data and coordinate requests for new data with appropriate departments
• Collaborate with leadership and cross-functional teams to align technology initiatives with organizational goals and identify process improvements
• Support organizational initiatives, cross-functional technology projects, and represent SF Travel's technology interest
• Database management for events, participants, and revenue tracking as it relates to CRM systems
• Other related duties as assigned by management 

Qualifications

Education and Experience

• Bachelor's degree in Information Systems, Computer Science, Engineering or related field, or equivalent work experience
• 5+ years of progressive experience in CRM administration, business analysis, or related roles
• Salesforce Administrator certification required
• Strong foundational technical skills with desire and capability to continue growing technical expertise
• Proven experience administering Salesforce, including configuration, customization, and user management
• Data analysis skills in Excel, SQL, Tableau or another analytical platform
• Ability to define business processes from end to end and translate them into system requirements
• Demonstratable project management skills with ability to handle multiple priorities and meet deadlines while maintaining attention to detail
• Experience in end-user support for web-based applications and technologies
• Strong analytical and problem-solving capabilities
• Excellent interpersonal skills to work effectively with both technical and non-technical personnel at various levels
• Outstanding written and verbal communication skills with appropriate diplomacy and sensitivity
• Ability to maintain confidentiality of sensitive information
• Self-discipline and self-motivation required to work both independently and collaboratively in a team environment 

Preferred Skills

• Knowledge of ETL tools, APIs, and other integration technologies
• Experience with SQL Server, SSMS and SSIS
• Experience with .NET and/or CFML
• Familiarity with project management methodologies
• Experience with change management and training facilitation
• Previous work experience in DMO, CVB, hospitality, or tourism industry
• Experience with business intelligence or data visualization tools
• Proficiency with project management tools

Work Environment 

San Francisco Travel's headquarters is located in the heart of the financial district boasting 360° views of the city. The work environment is fast-paced, dynamic, as well as fun and rewarding. As the official Destination Marketing Organization, employees truly feel part of the city, taking care in their work, knowing it is contributing to the economic development of San Francisco. Employees of San Francisco Travel are required to be in-the-office a minimum of 4-days per week per company policy, which is subject to change.

While promoting one of the greatest cities in the world, we have plenty more to offer:

• Generous vacation policy. You'll get more than the typical 10 days.
• Aside from all the national holidays that San Francisco Travel observes, you get a day off for your birthday that you can use any time of the year.
• You get a pension. We will contribute and help you prepare for your future.
• Premium healthcare plans.
• Cell phone credit. We'll subsidize the cost of your phone plan.
• Monthly commuter allowance. 

Compensation

• Salary Range: $110,000–$140,000 base compensation annually
• Additional opportunity for annual incentive compensation based on performance and organizational results

Why Join Us

San Francisco Travel Association offers a dynamic and collaborative work environment with opportunities for professional growth and development. As part of our team, you will play a key role in promoting San Francisco and supporting the tourism industry in one of the world’s most vibrant cities.

If you think you are the right candidate for this position, please email us the following as attachments:
1. Cover letter (no more than a page, telling us why you’re the right person for this role)
2. Detailed resume of your relevant experience. Note that a resume sent without a creative
and functionally informative cover letter will only minimally be considered.
3. Future income requirements and/or expectations.
Send to the following email address: [email protected]

San Francisco Travel Association is an equal opportunity employer committed to diversity and inclusion in the workplace. We encourage individuals from all backgrounds to apply.