Senior Manager, CRM

At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good.

Your impact

We're looking for a Senior Manager, CRM
to take full ownership of our customer relationship management platforms — currently Salesforce and Microsoft Dynamics — and the business outcomes they're meant to drive. This is not a pure administrator role and not a pure strategist role: it's both. You'll be hands-on in the system day to day while also owning the operating model, the roadmap, and the long-term plan to consolidate our two platforms into a single CRM instance.

You will be the single point of accountability for three things: the system working, the team delivering, and the business (Sales, Marketing, and Customer Service) actually getting value out of it.

• Serve as the senior-most owner/administrator for both Salesforce and Dynamics 365, including configuration, security model, data model, integrations, automation (flows/workflows/plugins), and release management.
• Own system health: data quality, performance, uptime, technical debt, and the integrity of integrations with adjacent tools (marketing automation, CPQ, billing, support/ticketing, data warehouse, etc.).
• Lead the evaluation, business case, and execution plan for consolidating Salesforce and Dynamics into a single target CRM platform — including data migration strategy, de-duplication, and change management (platform of record TBD).
• Maintain a governed roadmap of enhancements, balancing quick fixes, structural improvements, and the longer‑term consolidation effort.
• Ensure compliance, data privacy, and access‑control standards are built into the platform (e.g., role hierarchies, field‑level security, audit trails).
• Define and run the operating model for CRM: how requests get submitted, triaged, prioritized, built, tested, and released; how incidents get resolved; how changes get communicated.
• Build and lead the CRM team (administrators, analysts, and/or developers — in‑house and/or contracted), setting goals, growing skills, and holding the team accountable for delivery quality and speed.
• Establish governance: a steering group or intake process involving Sales, Marketing, and Service leadership so platform decisions reflect real business priorities rather than the loudest request.
• Own vendor and implementation‑partner relationships where applicable (Salesforce, Microsoft, etc.).
• Manage the CRM budget, including licensing, third‑party tools, and contractor/implementation spend.

• Translate Sales, Marketing, and Service strategy into CRM capabilities — you own making sure the system reflects how the business actually wants to operate, not just how it's always been configured.
• Define and track the metrics that prove the CRM is delivering value (e.g., adoption/usage rates, data quality scores, pipeline/forecast accuracy, lead‑to‑opportunity conversion, case resolution time, campaign attribution accuracy) and report on them to leadership.
• Drive user adoption through training, documentation, enablement, and a genuine feedback loop — treating low adoption as a problem to solve, not a user problem to complain about.
• Partner directly with Sales, Marketing, and Service leaders as a trusted advisor — pushing back with data when a request will create more harm than value, and proactively flagging where the platform could better support their goals.
• Own the narrative and roadmap communication to executive stakeholders: what's working, what…