CRM Continuous Improvement Manager - Salesforce (Remote)

CRM Continuous Improvement Manager - Salesforce (Remote)

To head the delivery, adoption, and continuous improvement of CRM transformation initiatives across Segment and Business Units. This role combines program / project management discipline with a focus on aligning business processes and driving Salesforce adoption to enable Commercial Excellence.

Program & Project Management : Drive project planning, scope definition, timelines, and prioritization for CRM initiatives. Maintain project charters, RAID logs (risks, actions, issues, decisions), and status reporting cadence. Coordinate across Segment, Business Units, and vendors to ensure on-time, in-scope delivery. Facilitate Steering Committee meetings and ensure stakeholder alignment on priorities and progress. Integrate change management into delivery cycles, ensuring readiness and adoption are planned from the start.

Process & Adoption Management : Partner with Business Units to document sales and customer-facing processes and translate them into CRM requirements. Identify synergies and overlaps across units to drive harmonization and prioritization of enhancements. Own the CRM adoption framework define KPIs, measure usage, and surface adoption gaps to the Leadership Team (LT). Manage the backlog of CRM enhancements in partnership with IT and BU stakeholders. Develop reporting and dashboards to monitor adoption and highlight areas for coaching or enablement. Advocate Salesforce as the customer hub by ensuring activity capture, customer insights, and process alignment.

710 years of experience in program / project management, CRM transformation, or sales operations. Strong knowledge of Salesforce capabilities and ability to bridge business needs with technology solutions. Proven ability to drive adoption and behavior change in global, matrixed organizations. Excellent stakeholder management and facilitation skills; able to align diverse groups around common goals. Strong communication and presentation skills, with the ability to engage both senior LT and frontline teams.

Success in this role looks like : Consistently delivering CRM initiatives on time, in scope, and with high adoption. Clear alignment of CRM capabilities with business processes across BUs. Measurable improvement in CRM adoption metrics and usage of Salesforce as the single source of truth. Strengthened collaboration between Segment, BUs, and enabling functions (Sales Ops, CIO, Commercial).