Manager, Commercial Process Excellence & CRM Strategy

Role Description

• Commercial Process Leadership
  • Lead the evaluation, design, documentation, and optimization of end-to-end commercial processes.
  • Identify opportunities to improve efficiency, data quality, customer experience, and business performance.
  • Develop and maintain process governance standards and best practices.
  • Facilitate cross-functional process improvement initiatives across Sales, Customer Service, Marketing, Finance, and Operations.
  • Establish and monitor process performance metrics and KPIs.
• CRM Strategy & Governance
  • Serve as the business owner for Salesforce and related commercial applications.
  • Define CRM roadmap priorities in alignment with business objectives.
  • Manage enhancement requests, business requirements, and prioritization activities.
  • Partner with IT and vendors to deliver system improvements and integrations.
  • Ensure CRM data integrity, governance, security compliance, and adoption.
• Business Analysis & Continuous Improvement
  • Gather and translate business requirements into scalable solutions.
  • Lead workshops and stakeholder interviews to identify process gaps and opportunities.
  • Analyze business performance data and recommend improvements.
  • Apply Lean, Six Sigma, or continuous improvement methodologies to optimize workflows.
  • Support business case development for process and technology investments.
• Change Management & User Adoption
  • Drive organizational change initiatives related to process and technology improvements.
  • Develop communication, training, and adoption strategies.
  • Lead user acceptance testing and deployment activities.
  • Monitor user adoption and identify opportunities to increase utilization and effectiveness.
  • Serve as a trusted advisor to business leaders on process best practices.
• Project & Vendor Management
  • Lead cross-functional projects supporting commercial transformation objectives.
  • Manage project timelines, risks, resources, and stakeholder expectations.
  • Coordinate with software vendors, consultants, and implementation partners.
  • Ensure deliverables meet quality, business, and compliance requirements.

Qualifications

• Bachelor's degree in Business Administration, Information Systems, Engineering, Operations Management, or related field.
• Master's degree preferred.
• 5+ years of experience in business process management, CRM strategy, sales operations, customer service operations, or commercial excellence.
• 3+ years leading cross-functional projects and improvement initiatives.
• Experience supporting Salesforce or other enterprise CRM platforms.
• Strong understanding of commercial operations, customer lifecycle management, and customer experience processes.
• Experience with change management and technology adoption initiatives.

Requirements

• Salesforce certifications.
• Lean Six Sigma Green Belt or Black Belt certification.
• PMP, PMI-ACP, or equivalent project management certification.
• Experience with CRM integrations, analytics, dashboards, and reporting tools.
• Experience working within industrial, manufacturing, or B2B environments.

Benefits

• Competitive compensation package.
• Generous benefit package, including Medical, Dental, and Vision plans.
• 401(k) with company contribution.
• Paid time off.
• Paid parental leave.
• Tuition reimbursement.