JOB DESCRIPTION:

All of Southwest’s People come together to deliver on our Purpose; Connecting People to what’s important in their lives through friendly, reliable, and low-cost air travel. The Sales Customer Relationship Management (CRM) Consultant supports our Purpose by leading strategic CRM system project efforts that automate manual processes, improve efficiency, and drive consistency in how we manage customer relationships. This role performs administrative functions to ensure data integrity, data quality, and user efficiency of the Corporate Sales Customer Relationship Management (CRM) applications. The Sales CRM Consultant is innovative, possesses a process improvement mindset, and is eager to enhance operations while delivering a seamless user experience to advance the future of the Southwest Business department.

Additional Details:

• The culture of Southwest Airlines means we value the camaraderie, collaboration, and innovation that occurs when we come together and interact face-to-face at our vibrant Corporate Campus. Due to the nature of this role, you would be required to work from our Dallas, TX Headquarters facility during business hours.
• U.S. citizenship or current authorization to work in the U.S. required and no current or future work authorization sponsorship available.

Southwest Airlines is an Equal Opportunity Employer. We continue to look for opportunities to reflect the communities we serve, and welcome applicants with diverse thoughts, backgrounds, and experiences.

Responsibilities

• Must be able to meet any physical ability requirements listed on this description.
• May perform other job duties as directed by Employee’s Leaders.
• Manage and lead strategic CRM system solutions and implementation efforts using best practice project planning techniques
• Build and develop solutions for performance and portfolio management within CRM tools
• Provide ongoing system administration to ensure data integrity, quality, and efficiency so that Corporate Sales’ CRM system serves as a best-in-class system for all organizational users.
• Manage all new user set-ups and deactivation, including transferring ownership of accounts / contacts / opportunities for deactivated users.
• Create and update workflow approval processes and execute configuration changes.
• Develop and maintain API scripts and s-controls to support custom development as needed.
• Develop and maintain naming conventions of pick lists, report folders, dashboards, etc. to improve system usability.
• Modify the role hierarchy, profiles, and sharing model as required.
• Modify and customize objects.
• Create custom fields and modify pick list values.
• Perform mass data imports using the API or other import tools and perform manual or automated data entry / data clean up as required.
• Maintain and improve user adoption rates by defining, implementing, and monitoring adoption solutions.
• Implement ongoing Change Requests and administrative needs of users.
• Evaluate existing business processes and systems to identify gaps and opportunities for improvement and consistency.
• Develop business intelligence reports to support KPI’s, performance, portfolio and pipeline management.
• Work with users to analyze requirements, identify gaps, develop designs, and implement solutions.
• Serve as point of contact for technical teams and business end users as design and test changes occur.
• Develop training plans, materials, and documentation for end users; keep materials up-to-date and coordinate new user and ongoing training sessions.
• Maintain system documentation and CRM policies / procedures.
• Manage and lead strategic system implementation efforts using best practice project planning techniques.
• Train and provide mentorship to CRM Systems Administrators.
• Serve as a sales enablement resource for the Sales Operations team throughout selling cycle and managing projects when needed

Knowledge, Skills and Abilities

• Knowledge in Microsoft Office products, with SQL knowledge and Adobe Suite (Omniture) a plus.
• Ability to work, with limited supervision, handling highly detail-oriented tasks, under tight time frames, with multiple concurrent assignments.
• Ability to assume a high level of responsibility and to provide direction in a team-oriented environment.
• Excellent mathematical, problem solving and organizational skills.
• Ability to be detail-oriented while still seeing the big picture.
• Ability to take initiative, entrepreneurism, and creativity in identifying and solving problems.
• Excellent communication and interpersonal skills including the ability to interact with People at all levels within the organization and external partners.
• Ability to work well with others as part of a team and maintain quality work under stressful and time sensitive situations.
• Skilled in creating collaborative Enterprise-wide relationships, specifically across Marketing department, and begins to drive to joint solutions.
• Ability to take ownership and accountability.
• Ability to confidently represent the Team in cross functional projects and meetings
• Ability to clearly articulate complex situations and effectively influence colleagues.
• Deep knowledge of system design and architecture.
• Ability to relate CRM functionalities to the business objectives that can be clearly understood by the business.
• Ability to make decisions in an ambiguous environment.
• Ability to identify project / analysis opportunities and is able to prioritize in context of other work.
• Demonstrates ability to interpret data, draw implications, and modify approach as required. Ability to make decisions in ambiguous environment.

Education

• Required - High School Diploma or GED

Experience

• Advanced level experience, seasoned and specialized knowledge in:
• Customer Relationship Management tools
• As a Salesforce.com Certified Administrator

Licensing/Certification

• Salesforce.com Certified Administrator

Physical Abilities

• Ability to perform work duties from [limited space work station/desk/office area] for extended periods of time
• Ability to communicate and interact with others in the English language to meet the demands of the job
• Ability to use a computer and other office productivity tools with sufficient speed and accuracy to meet the demands of the job

Other Qualifications

• Must maintain a well-groomed appearance per Company appearance standards as described in established guidelines.
• Must be a U.S. citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986.
• Must be at least 18 years of age.
• Must be able to comply with Company attendance standards as described in established guidelines.
• Must meet confidentiality expectations as to confidential, proprietary and sensitive Company information.

Pay & Benefits:
Competitive market salary from $110,200 - 123,200* depending on qualifications and experience. For eligible Leadership and individual contributor roles, additional bonus opportunities are available and awarded at the discretion of the company.

Benefits you’ll love:

• Fly for free, as a privilege, on any open seat on all Southwest flights (your eligible dependents too)
• Southwest will help fund your Retirement Savings Plan with Company contributions up to 9.3% of your eligible earnings**
• Potential for annual Profit Sharing contribution in the Southwest Retirement Savings Plan- when Southwest profits, you profit*
• Competitive health insurance for you and your eligible dependents (including pets)
• Southwest offers health plan coverage options that start from the very first day of employment. You will have 30 days to select and enroll in your health plan with coverage retroactively available to your first day of employment.
• Explore more Benefits you’ll love: https://careers.southwestair.com/benefits
• Pay amount does not guarantee employment for any particular period of time.

401(k) match contributions are subject to Retirement Savings Plan vesting schedule and applicable IRS limits
*ProfitSharing contributions are subject to Retirement Savings Plan vesting schedule and are made at the discretion of the Company.

SOUTHWEST AIRLINES IS AN EQUAL OPPORTUNITY EMPLOYER.

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Job Posting End Date
07/18/2025

• Must be able to meet any physical ability requirements listed on this description.
• May perform other job duties as directed by Employee’s Leaders.
• Manage and lead strategic CRM system solutions and implementation efforts using best practice project planning techniques
• Build and develop solutions for performance and portfolio management within CRM tools
• Provide ongoing system administration to ensure data integrity, quality, and efficiency so that Corporate Sales’ CRM system serves as a best-in-class system for all organizational users.
• Manage all new user set-ups and deactivation, including transferring ownership of accounts / contacts / opportunities for deactivated users.
• Create and update workflow approval processes and execute configuration changes.
• Develop and maintain API scripts and s-controls to support custom development as needed.
• Develop and maintain naming conventions of pick lists, report folders, dashboards, etc. to improve system usability.
• Modify the role hierarchy, profiles, and sharing model as required.
• Modify and customize objects.
• Create custom fields and modify pick list values.
• Perform mass data imports using the API or other import tools and perform manual or automated data entry / data clean up as required.
• Maintain and improve user adoption rates by defining, implementing, and monitoring adoption solutions.
• Implement ongoing Change Requests and administrative needs of users.
• Evaluate existing business processes and systems to identify gaps and opportunities for improvement and consistency.
• Develop business intelligence reports to support KPI’s, performance, portfolio and pipeline management.
• Work with users to analyze requirements, identify gaps, develop designs, and implement solutions.
• Serve as point of contact for technical teams and business end users as design and test changes occur.
• Develop training plans, materials, and documentation for end users; keep materials up-to-date and coordinate new user and ongoing training sessions.
• Maintain system documentation and CRM policies / procedures.
• Manage and lead strategic system implementation efforts using best practice project planning techniques.
• Train and provide mentorship to CRM Systems Administrators.
• Serve as a sales enablement resource for the Sales Operations team throughout selling cycle and managing projects when neede