Marketing Senior Director- CRM Program Manager

The Senior Director of CRM Implementation will lead customer relationship management initiatives that drive revenue growth and efficiency gains for our organization. This role will work with PCG, CBG and Corporate Leadership to ensure the successful design, deployment, implementation and adoption of a new global CRM platform, in support of over $6 Billion in global business.  This work will include successfully transitioning businesses from the current Salesforce instance to the new Microsoft Dynamics platform over the next three years. This role requires a strong ability to collaborate and drive action across a highly matrixed work team and stakeholder network. 

 

 

”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

The Senior Director of CRM Implementation will lead customer relationship management initiatives that drive revenue growth and efficiency gains for our organization. This role will work with PCG, CBG and Corporate Leadership to ensure the successful design, deployment, implementation and adoption of a new global CRM platform, in support of over $6 Billion in global business.  This work will include successfully transitioning businesses from the current Salesforce instance to the new Microsoft Dynamics platform over the next three years. This role requires a strong ability to collaborate and drive action across a highly matrixed work team and stakeholder network. 

Key Responsibilities:  

• Serve as lead Project Manager for Global CRM Implementation, creating, managing and tracking key timelines & milestones across various workstreams and product teams. 

• Deliver frequent updates around critical project activity, including process changes, ongoing changes in functionality, and potential roadblocks to Group and Divisional senior leadership (e.g., Steering Committees) – across stakeholder teams. (PCD, DT, GTO, ED&I, BU’s, Groups & External Partners). 

• Lead initiative prioritization process within the project, ensuring alignment of key workstreams across all stakeholder groups. 

• Drive & Coordinate workstreams across CRM Product Owner groups, Business Units, Digital Technology, Enterprise Data & Insights and the Global Transformation Office to ensure intime delivery of the digital product. 

• Establish key performance indicators and metrics to measure project performance and progress in coordination with key support teams. 

• Manage relationships with the lead PMO resources from external partners – Microsoft, plus any additional external vendors or partners tasked with project support.  

• Champion simplification and consistency efforts across sales and business processes. 

• Ensure efficient usage of resources across the project needs and escalate key information and requests around any changing resource needs.  

• Evaluate and recommend improvements to optimize operations and enhance efficiency of the project. 

• Serve as the single point of contact for executive leadership to understand project status and updates. 

• Initiate and Lead escalation meetings between BU and Company leadership as needed to make final decisions on process changes or tradeoffs.  

• Collaborate with SHW Process Owners across functions on the implementation of key processes into the CRM structure. 

• Support the development and escalation of the business cases requesting changes in scope, timing or functionalist of the CRM.  

• Manage the PCG CRM Product Team, Implementation & Training Teams and PCG Process Adherence resources.  

• Partner with PCG and BU Sales Excellence to drive change management activities supporting project roll out and adoption. 

 

This role requires exceptional stakeholder management skills, with a proven ability to build trust and execute in a complex/matrixed stakeholder environment.  Strong communication skills with a proven ability to communicate with all levels of the organization will be critical to success.  

POSITION REQUIREMENTS

 

FORMAL EDUCATION: 

Required: 

• Bachelor’s degree in a technical- or business-related field 

Preferred: 

• Lean Six Sigma Certification, MBA or Master’s d