Senior Manager, Change Management, CRM Program

POSITION SUMMARY

The Change Management Lead, CRM Program, is responsible for the strategic planning, facilitation, and execution of enterprise-wide change management initiatives in support of the organization’s transformational objectives, including a major enterprise CRM platform transition and associated process and data model changes. This position is instrumental in ensuring the effective transition to new systems, processes, and operational models, with a strong emphasis on driving adoption and sustaining long-term change.

This role will collaborate closely with various levels of leadership and stakeholders across the Performance Coatings Group and Consumer Brands Group to ensure consistent communication, alignment, and engagement throughout the change lifecycle. Serving as the central point of coordination for all change management efforts, they will ensure initiatives are executed with precision and in alignment with organizational priorities, from initial planning through to successful implementation.

Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company’s staff, employees, and business relationships.

CORE RESPONSIBILITIES AND TASKS

• Develop and execute comprehensive change management strategies and implementation plans.

• Lead stakeholder analysis and persona development to tailor engagement approaches.

• Assess how change initiatives align with and impact business objectives.

• Facilitate visioning and leadership alignment sessions to ensure unified direction.

• Conduct and deliver detailed change impact assessments.

• Design and implement targeted engagement strategies to drive adoption.

• Develop and lead multi-channel communication plans that clearly explain the rationale, benefits, timelines, and expectations tied to the transition.

• Design and deliver training material and experiences tailored by role, integrating new workflows, terminology and platform capabilities. 

• Provide coaching and support to leaders and teams throughout the transformation journey.

• Monitor adoption progress and measure effectiveness using readiness assessments and feedback tools.

• Identify, assess, and mitigate change-related risks and resistance.

• Collaborate with project teams and program managers to integrate change management into broader initiatives.

• Leverage behavioral and adoption metrics to evaluate engagement and refine strategies for optimal impact.

• Partner with IT, Sales Excellence, Marketing Communications, Learning & Development, Digital, Creative Services, Division Marketing, and other internal stakeholders to implement communication strategies that enhance employee experience and advocacy.

• Facilitate structured employee feedback loops, engagement surveys, and advocacy programs to mitigate resistance and accelerate adoption.

• Establish clear key performance indicators (KPIs) to track user engagement, platform adoption and change sustainability during and post deployment, ultimately evaluating the change initiatives progress. 

• Analyze data-driven insights from engagement metrics, feedback, and adoption rates to continuously optimize strategies.

• Refine and evolve change management approaches based on both qualitative and quantitative insights to enhance effectiveness and stakeholder engagement.

• Use behavioral change and adoption metrics to assess engagement levels and refine strategies for maximum impact. 

POSITION REQUIREMENTS

FORMAL EDUCATION:

Required:

• Bachelor’s degree or higher in business, psychology, communications or related field.

KEY SKILLS & COMPE