Understand how S&S operates across Sales, Service, Marketing, Pricing (RGM), Technology, and Analytics
with the credibility to influence senior leaders
Connect decisions across workstreams (process, data, technology, change)
Define and continuously reinforce the “North Star” for the CRM program (e.g., customer-centric growth, sales productivity)
Develop and execute plans that support realization of business benefits, user adoption, and continued enhancement of CRM capabilities
Serve as program lead for Steering Committee activities, preparing recommendations, status updates, business cases, and escalation materials for executive review
Drive alignment, reinforce adoption expectations, remove resistance across the organization and work with external partners, Internal Communications, and Commercial L&D to deliver all CRM related communications, training, and other change management related activities
Optimize decisioning for overall company value vs. functional optimization

Bachelor’s degree in IT, Business, Analytics, or a related field; MBA or advanced degree preferred
7+ years of experience in sales, commercial strategy, sales operations or Project Management
Strong understanding of sales processes, customer engagement, and commercial execution
Strong experience with SalesForce CRM system across Sales, Marketing, Service and Data Clouds
Experience implementing AI as part of a CRM system and commercial transformation
Excellent communication, facilitation, and interpersonal skills
Willingness to travel for field visits, training sessions, and industry events
Must be able to read reports and use a computer.

CRM Program Director

Key skills