PSNA Converting CRM Business Area Lead

PSNA Converting CRM Business Area Lead

Pay Rate: $106,700 - $130,500

Category/Shift: Salaried Full-Time

Physical Location: Memphis, TN

Travel 10-30% - Required

The Job You Will Perform:

· Accountable for the end-to-end success of CRM capabilities within an assigned business area.

· Reports directly to the NAC CRM Product Owner; serves as the business and functional owner for the domain, translating business strategy into CRM solutions and driving adoption, value realization, and continuous improvement.

· Partner closely with Sales, Marketing, Service, IT, Commercial Enablement, and external vendors to ensure Salesforce capabilities align with enterprise standards and deliver measurable business outcomes for the International Paper Converting organization.

· Serve as the primary business and functional owner for Salesforce capabilities within the assigned area vertical.

· Translate business objectives, operational needs, and success metrics into a prioritized CRM backlog and enhancement roadmap.

· Partner with Sales, Marketing, and Service stakeholders to identify opportunities where Salesforce can improve efficiency, visibility, and customer engagement.

· Lead cross-functional delivery for CRM initiatives, providing clear direction on business requirements, functional design, and acceptance criteria.

· Act as the decision authority for area-specific CRM requirements, balancing business value, user experience, and platform standards.

· Develop and drive user adoption and change management through training, communications, and rollout planning.

· Plan and lead user acceptance testing to validate solutions against defined business outcomes and readiness standards.

· Oversee Salesforce user access, roles, and permissions for the business area to ensure appropriate security, compliance, and usability.

· Ensure reporting and dashboards support performance monitoring, decision-making, and customer insights.

· Develop and maintain area-specific process documentation, governance artifacts, and training materials to support scalability and sustainability.

· Provide functional oversight of Salesforce administration activities related to the assigned domain, ensuring platform stability and continuous improvement.

Key Challenges:

· Sustain change through effective process management and user adoption

· Align internal resources across IT, Commercial, and HR to achieve shared objectives

· Influence stakeholders and end users to adopt new technology while clearly communicating value and benefits

The Qualifications, Skills and Knowledge You Will Bring:

· Strong business acumen with deep understanding of business processes and CRM best practices

· Salesforce Administrator Certification (required)

· Bachelor's degree or equivalent relevant work experience

· Strong project and delivery management skills

· High attention to detail with the ability to manage competing priorities

· Ability to stay current on Salesforce features, enhancements, and best practices

· Excellent Verbal and Written Communication

· Strong interpersonal and stakeholder-management skills

· Customer Focus

· Drive for Results

· Organizational Agility

· Business Acumen

· Problem Solving

· Action-Oriented mindset