CRM Manager of Change Management (Flex)

CRM Manager Of Change Management

The CRM Manager of Change Management is a business-aligned leader responsible for driving organizational readiness, adoption, and sustained engagement for CRM-related initiatives. Reporting to the CRM Strategy & Development Manager, this role ensures that the people side of change is effectively managed to maximize ROI on CRM investments. The position focuses on preparing, equipping, and supporting commercial teams in the adoption of emerging CRM capabilities.

Responsibilities

• Develop and execute a comprehensive change management strategy aligned with the CRM roadmap.
• Conduct change impact assessments across roles, processes, and systems; create mitigation and adoption plans.
• Partner with commercial leadership to build sponsorship and advocacy for CRM initiatives.
• Design and deliver clear, targeted communications and role-based enablement programs to drive awareness and understanding.
• Establish and manage a champions network to accelerate adoption and gather field feedback.
• Oversee development of training programs, in-app guidance, and manager coaching kits for frontline teams.
• Define and track adoption and data quality metrics; link behaviors to business outcomes and adjust strategies based on telemetry and feedback.
• Implement data governance standards (field completeness, duplicates, contact coverage) in partnership with Sales Operations.
• Integrate change management into release management cadence (impact scoring, UAT, pilot / GA rollout).
• Identify resistance points and develop proactive strategies, including policy and incentive alignment.

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