Director, CRM Strategy & Operations

Director, CRM Strategy & Operations

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.

Essential Accountabilities:

• Develops and executes the enterprise CRM vision, strategy, governance framework, and multi-year transformation roadmap to ensure CRM capabilities align with organizational objectives, customer engagement strategies, sales processes, and operational priorities.
• Serves as the business owner and strategic advisor for CRM administration, operations, lifecycle management, and continuous improvement, establishing policies, procedures, controls, and standards that ensure platform integrity, reliability, scalability, security, and compliance.
• 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, standardize relationship management practices, and align business requirements with CRM capabilities.
• 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 while promoting organizational consistency and adoption.
• Develops and manages CRM roadmaps, enhancement portfolios, backlogs, release schedules, and investment priorities, ensuring platform enhancements and technology investments deliver strategic and operational value.
• Oversees enhancement planning, requirements evaluation, prioritization, development, testing, deployment, upgrades, change management, and technical debt management, ensuring solutions are thoroughly tested, documented, and successfully adopted.
• 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 through training programs, documentation, communications, enablement resources, and change management initiatives.
• Monitors platform performance, utilization, adoption, service delivery, user engagement, operational effectiveness, release outcomes, and value realization metrics, identifying opportunities for continuous improvement.
• Establishes CRM support models and operational service frameworks, overseeing user support, incident management, issue resolution, escalation processes, troubleshooting activities, and service-level performance.
• Leads relationships with CRM vendors, implementation partners, consultants, and service providers, managing vendor performance, contract obligations, investment planning, implementations, upgrades, and innovation opportunities.
• Partners with Data Governance, Analytics, Information Technology, and business partners to maintain CRM data quality, data integrity, customer data management standards, account hierarchy management, access controls, business rules, and system governance practices.
• 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 by establishing objectives, performance expectations, governance practices, operating procedures, staffing strategies, and professional development opportunities while fostering a culture of accountability, collaboration, innovation, customer focus, and operational excellence.
• Confidentially manage sensitive information, maintain compliance with corporate policies and regulatory requirements, uphold organizational values and privacy standards, and perform other…