Director of Customer Database Maintenance

Director of Custormer Database Maintenance

The American Arbitration Association ^® (AAA), with its long history and experience in the field of alternative dispute resolution, provides services to individuals and organizations who wish to resolve conflicts out of court.

The AAA role in the dispute resolution process is to administer cases, from filing to closing. The AAA provides administrative services in the U.S., as well as abroad through its International Centre for Dispute Resolution ^® (ICDR).

The AAA's and ICDR's administrative services include assisting in the appointment of mediators and arbitrators, setting hearings, and providing users with information on dispute resolution options, including settlement through mediation. Ultimately, the AAA aims to move cases through arbitration or mediation in a fair and impartial manner until completion.

We have a position available for Director of Customer Database Maintenance. Under direction of the Vice President this position will be responsible for recommending and then implementing a data maintenance plan to support the organization's customer relationship management (CRM) strategy. The plan will include integrating our internal customer database with Salesforce.com to allow for identifciation of customer activity and identify opportunities/risks. Director will also supervise the day-to-day operations of centralized customer database maintenance team.

Specific Duties

• Develops and implements plan for cleaning up salesforce.com and internal customer database.  
• Develops plan for integration salesforce.com and internal customer database.
• Responsible for developing process and procedures for maintaining integrity of customer databases.  
• Assists in-house researchers with information requests and develops customer related reporting.
• Responsible for daily supervision, training, coaching and direction of customer database maintenance staff.
• Works closely with divisions and corporate departments to ensure meets organizational and divisional objectives.
• Identifies and reports on key performance indicators (KPIs) for customer database maintenance team.
• Develops and conducts quality assurance process to ensure accuracy and performance standards are being maintained.
• Identifies opportunities for staff training and development.
• Monitors daily workload and works in conjunction with Director of Intake to ensure cross-trained staff is being employed effectively to manage fluctuations in work volume.
• Develops tracking mechanisms and reporting tools to identify customer trends.
• Works closely with IS to ensure customer database maintenance needs are met.
• Completes performance review of staff.
• Makes recommendations to Vice President and Human Resources regarding hiring, promotions and termination decisions.
• Performs other duties as assigned by the Vice President.

• Motivated self-starter with strong communication, interpersonal, management and leadership skills.
• Database maintenance/administration experience and/or training required.
• Database design and development experience as plus.
• Experience with Salesforce.com is required.
• Experience with all the following applications strongly preferred:  SPSS, Oracle, Access, Excel. Word and PowerPoint.
• Ability to train and manage a cross-functional team.  
• Must be able to provide coverage for extended hours of operations.
• College degree required and advance degree preferred.

Send letter of interest with salary history with resume. Resumes received without a letter of interest will not be considered.