Customer Excellence Program Manager - Systems and Processes

Customer Excellence Program Manager – Systems and Processes

As a Customer Excellence Program Manager – Systems and Processes, your mission to drive operational excellence across customer-facing processes through strategic digitalization, data governance, and continuous improvement initiatives. This role serves as a key liaison between Sales, Customer Service, IT, Marketing, and Business Operations to enhance CRM System effectiveness, improve and maintain customer master data quality processes, and deliver data-driven process improvements that increase efficiency, customer satisfaction, and business performance.

• Lead and support digital transformation initiatives that improve customer sales internal processes (e.g. CRM tools, quoting, order management, e-invoicing etc...)
• Develop strategies that align Sales Operations with business goals.
• Resolve complex situations where there are conflicts between customers/suppliers and the company.
• Identify opportunities to automate manual processes, eliminate inefficiencies, and leverage digital tools to improve productivity.
• Partner with business stakeholders and IT teams to define requirements, prioritize enhancements, and implement technology solutions.
• Lead the deployment and adoption of new technologies, workflows, and digital capabilities across customer-facing functions.
• Act as a key business owner and subject matter expert for CRM System (C4C/Microsoft Dynamic) platforms.
• Drive CRM System (C4C/Microsoft Dynamics) optimization projects to improve system functionality, usability, reporting capabilities, and user adoption.
• Define and implement CRM System data standards, governance processes, and best practices.
• Collaborate with Sales, Customer Service, and Marketing teams to enhance customer visibility, pipeline management, and customer engagement processes.
• Monitor CRM System performance and recommend enhancements that improve operational effectiveness and customer insights.
• Establish and maintain customer master data governance standards.
• Oversee training and support function for CRM System and Customer Service processes
• Direct management of CRM/C4C Lead
• Lead initiatives to improve the accuracy, consistency, completeness, and integrity of customer master records.
• Identify data quality issues and develop corrective actions to improve data reliability.
• Create and manage processes for customer account creation and data maintenance
• Collaborate with ERP, CRM, and business system owners to ensure alignment of customer data across platforms.
• Develop documentation, standard operating procedures, and training materials to support process consistency.
• Establish KPIs and dashboards to measure operational performance and improvement outcomes.
• Persuade leadership with actionable insights and recommendations based on business data.
• Collaborate closely with Sales, Customer Service, Marketing, IT, Supply Chain, and Finance teams.
• Accountable for ensuring inventory availability and supply chain activities are aligned with customer orders and demand.

Education level

• Bachelor's degree in Business, or related field

Relevant Previous experience

• 3–7 years of experience in Sales Operations, Customer Operations, Business Process Improvement, CRM Administration, Business Analytics, or related roles.
• Direct employee management
• Direct customer interaction experience
• Experience leading digital transformation, CRM improvement, or data governance initiatives.
• Demonstrated success in process improvement and project management.

Knowledge areas/Skills

• Strong ability to strategize, influence and anticipate in a business context
• Strong project management skills
• Excellent communication, negotiation, and stakeholder alignment skills
• High-level of adaptability, initiative, and accountability
• Experience with CRM platforms
• Knowledge of ERP systems and customer master data management processes.
• Proficiency in data analysis and reporting tools
• Strong analytical, forecasting, and problem-solving capabilities

Other requirements

• Excellent oral and written communication skills.
• Valid Driver's License

We encourage you to apply even if you don't meet every single requirement. We value diverse experiences…