Salesforce, Project Manager

Hayward Holdings Inc. (NYSE "HAYW") is the largest manufacturer 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 as well as Canada, Spain, France, Australia, and China.

• 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.

• Warranty Management System
• Customer Contact Center Solutions (voice, text, ai-driven support)
• Email Marketing platforms
• Additional data-handling SaaS applications

• 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.

• 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.

• 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 business objectives.
• Prepare detailed performance reports and project updates for senior leadership, utilizing dashboards, system reports, and data analysis tools.
• Lead continuous improvement initiatives aimed at optimizing system performance and enhancing data integrity.
• Conduct regular system audits to ensure adherence to best practices.
• Manage CRM performance metrics, including Customer Satisfaction (CSAT), Net Promoter Score (NPS), first-contact resolution rates, and customer retention.
• Maintain and strengthen Hayward’s relationships with key vendors, staying informed on emerging trends and new tools.
• Collaborate with legal and compliance teams to safeguard company interests in areas such as contract renewals, terms and conditions, and SOX compliance.

• Serve as a subject matter expert, project manager, and design support for non-CRM technology solutions that will interact with the CRM platform.
• Collaborate with vendors and internal partners to…