CRM Strategy & Administration
· Monitor and maintain the daily administration of the Southern Trust Mortgage CRM system.
· Organize and maintain email templates, journeys, and automation flows for optimal performance.
· Support Loan Officer (LO) CRM adoption by providing troubleshooting, training, and gathering field feedback for system improvements.
· Monitor CRM performance metrics and generate regular reports for team review.
Campaign Support & Lead Management
· Assist in tracking campaign performance and ROI across CRM, email, and digital channels.
· Coordinate lead routing logic updates and monitor automation to ensure a seamless lead flow for the sales team.
· Audit and update automated marketing journeys as needed to ensure messaging remains current and aligned with customer lifecycle.
· Support the integration of data between the CRM and the LOS (Encompass/nCino) to ensure milestone-based triggers function accurately.
· Compile digital KPIs across campaigns, CRM, and website traffic into standardized reports.
Reputation Management & Local SEO
· Monitor and provide technical support for Birdeye, our survey platform. Ensure post-close survey triggers within the CRM are functioning correctly and troubleshooting any delivery issues.
· Update and maintain Google Business Profile (GMB) Listings for both the corporate brand and individual Loan Officers including posting company updates, holiday hours, and ensuring all branch location data is accurate and evergreen.
· Monitor incoming reviews across platforms and coordinate with the appropriate internal teams to ensure timely responses and escalate any reputation risks.
Website & SEO Coordination
· Perform website content updates to ensure brand consistency and a positive user experience.
· Assist with on-page and off page SEO tasks to improve organic visibility and search rankings.
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