Senior Manager, CRM

At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good. Your impact About the Role We're looking for a Senior Manager, CRMto take full ownership of our customer relationship management platforms — currently Salesforce and Microsoft Dynamics — and the business outcomes they're meant to drive. This is not a pure administrator role and not a pure strategist role: it's both. You'll be hands-on in the system day to day while also owning the operating model, the roadmap, and the long-term plan to consolidate our two platforms into a single CRM instance. You will be the single point of accountability for three things: the system working, the team delivering, and the business (Sales, Marketing, and Customer Service) actually getting value out of it. What You'll Own 1. Platform & Technical Ownership Serve as the senior-most owner/administrator for both Salesforce and Dynamics 365, including configuration, security model, data model, integrations, automation (flows/workflows/plugins), and release management. Own system health: data quality, performance, uptime, technical debt, and the integrity of integrations with adjacent tools (marketing automation, CPQ, billing, support/ticketing, data warehouse, etc.). Lead the evaluation, business case, and execution plan for consolidating Salesforce and Dynamics into a single target CRM platform — including data migration strategy, de-duplication, and change management (platform of record TBD). Maintain a governed roadmap of enhancements, balancing quick fixes, structural improvements, and the longer‑term consolidation effort. Ensure compliance, data privacy, and access‑control standards are built into the platform (e.g., role hierarchies, field‑level security, audit trails). Define and run the operating model for CRM: how requests get submitted, triaged, prioritized, built, tested, and released; how incidents get resolved; how changes get communicated. Build and lead the CRM team (administrators, analysts, and/or developers — in‑house and/or contracted), setting goals, growing skills, and holding the team accountable for delivery quality and speed. Establish governance: a steering group or intake process involving Sales, Marketing, and Service leadership so platform decisions reflect real business priorities rather than the loudest request. Own vendor and implementation‑partner relationships where applicable (Salesforce, Microsoft, etc.). Manage the CRM budget, including licensing, third‑party tools, and contractor/implementation spend. 3. Business Outcomes Translate Sales, Marketing, and Service strategy into CRM capabilities — you own making sure the system reflects how the business actually wants to operate, not just how it's always been configured. Define and track the metrics that prove the CRM is delivering value (e.g., adoption/usage rates, data quality scores, pipeline/forecast accuracy, lead‑to‑opportunity conversion, case resolution time, campaign attribution accuracy) and report on them to leadership. Drive user adoption through training, documentation, enablement, and a genuine feedback loop — treating low adoption as a problem to solve, not a user problem to complain about. Partner directly with Sales, Marketing, and Service leaders as a trusted advisor — pushing back with data when a request will create more harm than value, and proactively flagging where the platform could better support their goals. Own the narrative and roadmap communication to executive stakeholders: what's working, what isn't, what's coming, and why. What You'll Need Experience 7+ years working directly in CRM administration, implementation, or CRM-focused operations, including hands‑on configuration/admin work in both Salesforce and Microsoft Dynamics (or strong depth in one with solid working knowledge of the other). 3+ years managing a team and/or owning a platform at the "senior admin/manager" level — accountable for roadmap, delivery, and stakeholder relationships, not just ticket resolution. Demonstrated experience leading or significantly contributing to a CRM migration, consolidation, or major re‑platforming effort. Experience building or running an intake/governance process for a shared business system. Track record of partnering with Sales, Marketing, and/or Customer Service leadership, including translating ambiguous business requests into a scoped, sequenced plan. Skills Strong hands‑on skills in at least one platform: declarative configuration (objects, flows/workflow rules, validation rules, page layouts, permission sets/security), with working fluency in integrations and data models. Comfort with data: SQL or similar, data quality/​deduplication practices, and reporting/dashboarding (Salesforce Reports/Dashboards, Power BI, or similar). Project and change management skills — can run a roadmap, manage a budget, and sequence a multi‑quarter consolidation initiative. Excellent stakeholder management and communication; able to flex between a technical conversation with a developer and a business‑outcomes conversation with a VP of Sales in the same day. People management experience: hiring, coaching, performance management. Nice to Have Relevant certifications (e.g., Salesforce Administrator/Advanced Administrator, Microsoft Dynamics 365 certifications). Experience with marketing automation platforms (e.g., Marketo, HubSpot, Dynamics Marketing) and their integration with CRM. Experience in a B2B SaaS, enterprise sales, or similarly complex go‑to‑market environment. Prior experience running a formal RFP or platform‑selection process. Our health and welfare benefits are designed to invest in you, and in the things you care about. Your health. Your well‑being. Your security. Your future. Employees have access to medical, dental, vision, and basic life insurance, a 401(k) plan, and the ability to purchase company stock at a discount. Eligible employees may also enroll in a deferred compensation plan or the Executive Deferral Plan. Jacobs has an unlimited U.S. Personalized Paid Time Off (PPTO) policy for full‑time salaried/exempt employees, seven paid holidays, and caregiver leave. And certain roles may be eligible for additional rewards, including merit increases, performance discretionary bonus, and stock. The base salary range for this position is $150,000.00 to $180,000.00. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. This position will be open for at least 3 days. Your application experience is important to us, and we’re keen to adapt to make every interaction even better. If you require further support or reasonable adjustments with regards to the recruitment process (for example, you require the application form in a different format), please contact the team via Careers Support . #J-18808-Ljbffr Jacobs Engineering Group Inc