Senior Director IT – CRM and Commercial Enablement

Lead the technology strategy that powers customer engagement, sales growth, and digital commerce across a global organization. As the Senior Director of IT – CRM & Commercial Enablement, you'll shape the future of enterprise CRM, partnering with executive leaders to deliver scalable, data-driven solutions that enhance both B2B and B2C customer experiences while driving measurable business impact.

Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better.

Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what’s possible.

We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.

Watch this video to see more of what sets Starkey apart: https://youtu.be/9cUYwTlCepg?si=wkovx8_R_iINfrc6

JOB SUMMARY DESCRIPTION / PRIMARY PURPOSE OF JOB 

The Senior Director, Information Technology – CRM & Commercial Enablement provides enterprise leadership for the platforms, processes, and capabilities that enable revenue growth, commercial execution, and high-quality customer engagement across the organization.

This role serves as the enterprise leader for CRM technologies, providing equal strategic leadership, oversight, and guidance for both the global B2B commercial organization and B2C businesses, including Start Hearing and Starkey Retail. The Senior Director partners closely with Sales, Customer Support, Education & Training, Product Management, Marketing, Start Hearing, and Retail leadership to ensure customer data, commercial processes, and CRM platforms are aligned, scalable, and effective across both business models.

This leader also leads the eCommerce team and partners with the Digital Experience team ensure commercial workflows and customer data strategies are effectively extended into customer-facing platforms and experiences.

JOB RESPONSIBILITIES/RESULTS 

Key Responsibilities

• Define and lead the enterprise vision, roadmap, and governance for CRM and connected platforms across the company.
• Ensure CRM capabilities effectively support sales execution, account management, opportunity lifecycle management, and customer data consistency across channels.
• Ensure the smooth and continuous operation and support of CRM technologies.
• Drive adoption, data quality, and continuous improvement across commercial teams.
• Align CRM capabilities with evolving sales models, customer engagement strategies, and growth priorities across both B2B and B2C operations.
• Perform other duties/responsibilities as assigned

B2C Business Leadership

• Provide strategic technology leadership for CRM and customer engagement capabilities supporting B2C businesses and subsidiary operations.
• Balance enterprise standards with business agility to deliver solutions that are fit for purpose, cost-effective, and appropriately governed.
• Serve as a trusted advisor to business leaders on CRM, customer data, and commercial technology decisions.
• Enable B2C and subsidiary organizations to scale while maintaining alignment with enterprise data, customer, and technology strategies.

B2B Commercial Enablement Leadership

• Serve as the senior IT partner to Sales and Customer Support leadership for B2B commercial enablement.
• Enable B2B sales effectiveness through process automation, workflow optimization, scalable account management models, and trusted analytics and forecasting tools.
• Translate commercial strategy into technology investments, execution plans, and measurable business outcomes.
• Oversee CRM-enabled customer support capabilities, including case management, service workflows, and visibility into customer history across Sales and Support.

Leadership and Governance

• Inspire, lead and develop teams responsible for CRM and Commerce technologies.
• Establish standards for CRM governance and prioritization across B2B and B2C business needs, as well as for data quality, security, compliance, and release discipline.
• Manage relationships with system integrators, SaaS vendors, and technology partners to support delivery excellence and long-term platform value.
• Own budget planning, investment prioritizatio