CRM & Marketing Data Specialist at POCONO MOUNTAINS VISITORS BUREAU – Stroudsburg, Pennsylvania

Position Overview:

The CRM & Marketing Data Specialist manages the organization’s CRM database and supports member onboarding, account administration, and dues processing. This role ensures data accuracy, maintains compliance with CRM best practices, and coordinates closely with Membership, Accounting, and the Senior Leadership Team to keep member records current and properly documented. The position also supports onboarding processes, permissions management, and ongoing process improvements to enhance operational efficiency and the overall member experience.

Duties & Responsibilities:

CRM & Database Management

• Maintain and update the CRM member and partner database in accordance with organizational standards and established CRM best practices.
• Enter and manage data as outlined by CRM department processes, ensuring complete and accurate account and contact records.
• Establish new member accounts, including listing creation/activation, contact management, and permissions.
• Update, audit, deactivate, or eliminate outdated accounts to ensure database accuracy.
• Use CRM “traces” to document and track completed and outstand tasks (e.g., onboarding, paperwork, follow-ups).
• Monitor CRM inquiries, troubleshoot issues via Simpleview ticketing, and support staff with CRM/CMS needs.
• Track web metrics using Google Analytics and maintain working knowledge of Simpleview functionality.

Member Onboarding & Accounting Administration

• Streamline and follow established processes for new member onboarding and orientation.
• Onboard member contacts, manage permissions, and ensure accurate representation across all channels.
• Facilitate or coordinate Extranet and member benefit trainings.
• Provide Accounting with new member documentation and coordinate updates related to payments and membership status.
• Send internal notifications regarding new or updated member accounts and follow up on missing data as needed.
• Collaborate with Membership to ensure member records remain current throughout the year.

Content & Member Engagement

• Review membership dues processes including invoicing, follow-up statements, suspension notices, and termination letters.
• Collaborate with the Vice President of Membership and Community Relations and committees regarding removals, reinstatements, and due waivers.
• Maintain accurate documentation of all dues-related communications and actions.

Process Improvement & Benefits Administration

• Collaborate annually to update member benefits sheets.
• Adhere to CRM best practices, maintain thorough documentation, and identify opportunities to improve workflows and onboarding processes.

Accounting

• Accurately enter and manage invoices in Certify AP, including those received electronically or via mail, ensuring proper coding and timely processing.
• Support the annual membership billing process by preparing and issuing invoices to members.
• Record all incoming payments received through the mail in the check log, scan checks, and deliver them to the Accounting department for further processing.
• Maintain and organize physical and electronic filing systems by accurately filing documents and scanning records for electronic storage as required.
• Professionally communicate with members, customers, and vendors regarding payment collections, W-9 requests, or other inquiries, ensuring clear and timely responses.

Perform other duties as assigned.

Job Skills & Qualifications:

• Proficient in CRM/CMS platforms (e.g. Simpleview) and content management.
• Proficient in Microsoft Suite.
• Strong organizational skills with attention to detail for managing listings, inventory, and office operations.
• Excellent customer service and professional communication skills with members, vendors, and staff members.
• Experience leading trainings, troubleshooting issues, and supporting multiple departments collaboratively.
• Knowledge with web analytics (Google Analytics), content calendars, and marketing promotions.
• Ability to multitask, prioritize, and maintain accuracy in a fast-paced environment.
• High school diploma required, Associates or Bachelor’s in Business, Marketing, Accounting, or related field preferred.

Work Environment & Schedule:

• Office based, professional, and fast-paced with interaction across teams, members, and vendors.
• Frequent use of computers, phones, and office equipment; occasional handling of mail, documents, and inventory.
• Part-time, standard business hours, occasional flexibility for evening events and weekends
• Administrative, CRM, and data entry tasks throughout the day.
• Full-Time, Monday-Friday, 9:00 am - 5:00 pm