Sr. Manager, CRM

Hayward Holdings Inc. (NYSE "HAYW") is one of the leading manufacturers of residential swimming pool equipment in the world, with a significant presence in the commercial pool market that is continuously growing. Hayward designs, manufactures, and markets a full line of residential and commercial pool and spa equipment including pumps, filters, heating, cleaners, salt chlorinators, automation, lighting, safety, flow control and energy solutions at our company owned facilities.

Headquartered in Charlotte, North Carolina, Hayward also has facilities in Tennessee, Arizona, and Rhode Island, Georgia, as well as Canada, Spain, France, Australia, and China.

Hayward Holdings Inc. (NYSE: HAYW) is a global leader in pool and spa equipment, designing and manufacturing innovative solutions that enhance water experiences. As the world’s largest manufacturer of residential swimming pool equipment, we continue to expand our presence in the commercial pool market. Headquartered in Charlotte, North Carolina, Hayward operates facilities across the U.S., Canada, Spain, France, Australia, and China.

The Sr. Manager of Customer Relationship Management (CRM) designs and executes a strategy that delivers intuitive solutions and targeted data management for Hayward and its customers, serving as a strategic partner in the development of:

Commercial business analysis and go-to-market plans

Customer Experience measurement and enhancement solutions

Technology solutions (including and in addition to CRM) that drive business improvement, efficiency gains, and improved customer experience.

Key responsibilities include:

Lead cross-functional efforts with Finance, Sales, Operations, IT, Marketing, Quality, Product Management, and other business groups to identify key business strategies, then design and implement CRM solutions that enable the delivery of those strategies.

Partner with senior leadership to drive the achievement of organizational goals through the deployment of system solutions and measurement of key performance indicators (KPIs).Design and implement a blueprint to provide stakeholders with timely, clear, and relevant communication.

Design a comprehensive systems training plan to support change management, continuous improvement, and employee onboarding.

Conduct ongoing research to identify technology solutions that enhance the customer experience, optimize internal processes, and enable Hayward to get closer to the customer.

The scope of system management extends beyond CRM platforms to include the support and enablement of additional technology solutions, such as:

Warranty Management System Customer Contact Center Solutions (voice, text, ai-driven support)
Email Marketing platforms

Additional data-handling SaaS applications

Additionally, this role is responsible for:

Lead, develop, and nurture a collaborative, high-performing team committed to maximizing system benefits.

Provide end-user support and training as needed to meet business requirements.

Establish best practices for system deployment, testing, and maintaining system integrity.

Manage a team of specialized direct and indirect reports who consult with vendors and internal business partners, design and deliver solutions, and provide real-time user support.

Major Tasks and Responsibilities:

Strategic Partner Deliver actionable insights to drive smarter, faster decision-making through customer value segmentation, budget planning and monitoring, and integration of external data.

Contribute to continuous improvement efforts by evaluating customer experience, analyzing feedback, and identifying both global and local areas for enhancement.

Lead and collaborate across functions to streamline business operations and elevate customer-facing processes.

CRM Strategy Own the vision and roadmap for CRM strategy, ensuring alignment with broader marketing and business objectives.

Engage with key business leaders and stakeholders to capture and translate business requirements into actionable plans for development and support teams.

Serve as the business and subject matter expert, providing strategic direction that enables the design of system solutions that drive the achievement of key…