Information Technology Manager - CRM

ABOUT SUBARU

LOVE. It’s what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That’s what we call our Subaru Love Promise®.

Subaru of America fosters a culture built on collaboration, innovation, and passion for our products. We are seeking individuals who want to contribute their talents in a dynamic IT environment that enables our business to deliver exceptional experiences to our customers.

The IT Manager – Microsoft Dynamics 365 CRM is responsible for leading Subaru’s enterprise CRM platform team, ensuring effective delivery of solutions that support and expand our Customer Advocacy Department (CAD) and other business areas. This leader will manage a team of approximately 10 professionals with diverse skills in functional analysis, technical development, and project delivery. While the core platform rollout is complete, the team is now focused on expanding the Dynamics 365 footprint to Service & Quality, Connected Vehicle Telematics, and additional departments.

This role requires a balance of business relationship management, technical acumen, and people leadership to drive platform adoption, oversee enhancements, and ensure that CRM solutions deliver measurable business value.

• Functional Strategy & Roadmap Partner with CAD, Service & Quality, and other stakeholders to develop and evolve Subaru’s CRM strategy and roadmap, ensuring alignment with corporate objectives and industry best practices.
• End-to-End CRM Delivery Oversee the design, configuration, integration, and support of Microsoft Dynamics 365 CRM solutions, ensuring scalability, security, and usability. Manage enhancements and support of system functionality and efficiency.
• Team Leadership & Development Lead, coach, and mentor a team of IT professionals, fostering an inclusive and collaborative culture, developing skills, and ensuring effective execution of platform initiatives.
• Business Partnership Serve as a trusted advisor to business partners, ensuring CRM solutions meet evolving customer engagement needs and deliver tangible outcomes. Develop complex ideas and solutions, recommend projects to support Subaru’s corporate goals, and increase operational effectiveness and customer satisfaction.
• Project & Portfolio Management Manage CRM-related projects, prioritization, resource allocation, risk mitigation, and reporting. Ensure timely delivery of business initiatives within scope and budget, and plan budgeting for future projects and resources.
• Vendor & Partner Management Manage relationships with Microsoft and other CRM ecosystem vendors to ensure contract compliance, maximize value, and stay current with emerging features and capabilities.
• Governance & Compliance Ensure CRM platform compliance with data protection, privacy regulations, cybersecurity standards, and internal Subaru IT policies. Maintain SOX compliance, including managing the relationship with Internal Audit.

• Demonstrated success leading technical and functional teams in CRM, customer engagement, or enterprise application environments.
• Preferred:
  Strong knowledge of Dynamics 365 CRM architecture, configuration, security model, integrations, and reporting capabilities (Power BI, Power Platform).
• Experience with customer service and case management modules; exposure to Connected Vehicle or telematics systems is a plus.
• Proven ability to translate business requirements into technical solutions and manage delivery from concept to adoption.
• Excellent people leadership skills, including coaching, delegation, and team development. Evidence of proven leadership within a diverse, equitable, and inclusive environment.
• Strong vendor management and contract oversight experience.
• Effective communicator with the ability to collaborate across business and IT functions.
• Project management skills, including budget oversight, planning, and execution.

EDUCATION & EXPERIENCE REQUIREMENTS Bachelor’s degree and…