Director, CRM Strategy & Operations

Role Description

The Director, CRM Strategy & Operations is responsible for providing strategic leadership, governance, operational oversight, and continuous improvement for the Marketing & Growth division’s Customer Relationship Management (CRM) platform and associated sales enablement capabilities. This role serves as the product owner and operational leader for CRM strategy, administration, business process enablement, release management, user adoption, platform governance, and ongoing transformation initiatives.

The Director is accountable for developing the CRM roadmap, establishing governance standards, overseeing platform enhancements, driving adoption, managing vendor relationships, and ensuring CRM capabilities evolve in alignment with organizational goals and customer engagement strategies. This position partners closely with teams across the enterprise and business leaders across Lines of Business (LOBs) and regional markets to ensure the CRM platform enables efficient customer engagement, sales effectiveness, relationship management, operational visibility, and business growth.

Qualifications

• Bachelor's degree in Business Administration, Information Technology, Marketing, Customer Experience, Analytics, Operations Management, or related field. Master's degree preferred.
• Ten (10) or more years of progressive experience in CRM administration, CRM operations, sales operations, customer engagement technologies, business systems management, or related disciplines.
• Healthcare or other highly regulated industry experience preferred.
• Five (5) or more years of leadership experience managing teams, enterprise platforms, business applications, or transformation initiatives.
• Demonstrated experience leading CRM platform strategy, administration, governance, enhancement management, and adoption programs.
• Experience with one or more enterprise CRM platforms, including Salesforce, Microsoft Dynamics 365, SAP CRM, Oracle CX, or similar enterprise CRM solutions.
• Experience supporting sales process optimization, customer engagement workflows, business process transformation, and user enablement initiatives.
• Strong understanding of CRM governance, platform administration, user adoption, release management, business process design, change management, data governance, and vendor management.
• Experience managing platform roadmaps, enhancement portfolios, testing programs, and deployment processes.
• Strong leadership, communication, relationship-building, facilitation, and organizational change management skills.

Requirements

• Develops and executes the enterprise CRM vision, strategy, governance framework, and multi-year transformation roadmap.
• Serves as the business owner and strategic advisor for CRM administration, operations, lifecycle management, and continuous improvement.
• Leads CRM modernization and transformation initiatives that improve user experience, customer intelligence, workflow efficiency, operational effectiveness, sales productivity, and measurable business value.
• Partners with teams across the enterprise and business leaders to optimize customer-facing processes and standardize relationship management practices.
• Ensures CRM workflows effectively support lead management, opportunity management, account and contact management, customer engagement, pipeline visibility, forecasting, relationship management, and other critical business processes.
• Develops and manages CRM roadmaps, enhancement portfolios, backlogs, release schedules, and investment priorities.
• Oversees enhancement planning, requirements evaluation, prioritization, development, testing, deployment, upgrades, change management, and technical debt management.
• Establishes and maintains governance and operating standards for testing environments, sandbox administration, user acceptance testing, functional testing, regression testing, release validation, deployment readiness reviews, and quality assurance processes.
• Develops and implements strategies that drive CRM adoption, utilization, user satisfaction, and organizational effectiveness.
• Monitors platform performance, utilization, adoption, service delivery, user engagement, operational effectiveness, release outcomes, and value realization metrics.
• Establishes CRM support models and operational service frameworks.
• Leads relationships with CRM vendors, implementation partners, consultants, and service providers.
• Partners with Data Governance, Analytics, Information Technology, and business partners to maintain CRM data quality and integrity.
• Ensures CRM operations comply with enterprise architecture standards, information security requirements, privacy regulations, data governance policies, audit requirements, and organizational governance expectations.
• Builds, leads, and develops a high-performing team.
• Confidentially manage sensitive information and maintain compliance with corporate policies and regulatory requirements.
• Consistently demonstrates high standards of integrity.
• Maintains high regard for member privacy in accordance with corporate privacy policies and procedures.
• Conducts periodic staff meetings to include timely distribution and education related to departmental and Ethics/Compliance information.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.

Benefits

• Participation in group health and/or dental insurance.
• Retirement plan.
• Wellness program.
• Paid time away from work.
• Paid holidays.

Compensation Range(s)

Minimum: $137,857 - Maximum: $248,143. The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position’s minimum qualifications, in addition to internal equity.

Please note: There may be opportunity for remote work within all jobs posted by the Excellus Talent Acquisition team. This decision is made on a case-by-case basis.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.