Manager, Commercial Process Excellence & CRM Strategy

Xylem ist ein Fortune 500 Wassertechnologieunternehmen mit global 23.000 Mitarbeitenden in über 100 Ländern und einer Mission: unseren Kunden durch innovative Technologielösungen und unser Fachwissen bei der Lösung von Wasserproblemen und
-herausforderungen zu helfen. Wir sind der weltweit führende Anbieter effizienter, innovativer und nachhaltiger Wassertechnologien, die dafür sorgen, dass unser Wasser nachhaltig genutzt, optimal verwaltet, erhalten und wiederverwendet wird.

Lead the evaluation, design, documentation, and optimization of end-to-end commercial processes. Identify opportunities to improve efficiency, data quality, customer experience, and business performance. Develop and maintain process governance standards and best practices. Facilitate cross-functional process improvement initiatives across Sales, Customer Service, Marketing, Finance, and Operations. Establish and monitor process performance metrics and KPIs.

Serve as the business owner for Salesforce and related commercial applications. Define CRM roadmap priorities in alignment with business objectives. Manage enhancement requests, business requirements, and prioritization activities. Partner with IT and vendors to deliver system improvements and integrations. Ensure CRM data integrity, governance, security compliance, and adoption.

Gather and translate business requirements into scalable solutions. Lead workshops and stakeholder interviews to identify process gaps and opportunities. Analyze business performance data and recommend improvements. Apply Lean, Six Sigma, or continuous improvement methodologies to optimize workflows. Support business case development for process and technology investments.

Drive organizational change initiatives related to process and technology improvements. Develop communication, training, and adoption strategies. Lead user acceptance testing and deployment activities. Monitor user adoption and identify opportunities to increase utilization and effectiveness. Serve as a trusted advisor to business leaders on process best practices.

Lead cross-functional projects supporting commercial transformation objectives. Manage project timelines, risks, resources, and stakeholder expectations. Coordinate with software vendors, consultants, and implementation partners. Ensure deliverables meet quality, business, and compliance requirements.

• Education Bachelor's degree in Business Administration, Information Systems, Engineering, Operations Management, or related field.
• Master's degree preferred.
• Experience 5+ years of experience in business process management, CRM strategy, sales operations, customer service operations, or commercial excellence.
• 3+ years leading cross-functional projects and improvement initiatives.
• Experience supporting Salesforce or other enterprise CRM platforms.
• Strong understanding of commercial operations, customer lifecycle management, and customer experience processes.
• Experience with change management and technology adoption initiatives.

• Salesforce certifications.
• Lean Six Sigma Green Belt or Black Belt certification.
• PMP, PMI-ACP, or equivalent project management certification.
• Experience with CRM integrations, analytics, dashboards, and reporting tools.
• Experience working within industrial, manufacturing, or B2B environments.

• Business Process Optimization
• Commercial Operations
• CRM Strategy & Governance
• Data Analysis & Reporting
• Stakeholder Management
• Change Leadership
• Project Management
• Continuous Improvement
• Customer Experience Management
• Strategic Thinking
• Communication & Facilitation
• Problem Solving

• Increased CRM adoption and user satisfaction.
• Improved commercial process efficiency and cycle times.
• Higher data quality and governance compliance.
• Successful delivery of strategic enhancement projects.
• Measurable improvements in customer and employee experience.
• Achievement of commercial transformation objectives.

The salary range for this…