Information Technology Manager - CRM

Information Technology Manager – CRM

Subaru of America

LOVE. It’s what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That's our Subaru Love Promise®.

The IT Manager – Microsoft Dynamics 365 CRM leads Subaru’s enterprise CRM platform team, ensuring effective delivery of solutions that support and expand our Customer Advocacy Department (CAD) and other business areas. The role manages a team of about 10 professionals and focuses on expanding the Dynamics 365 footprint to Service & Quality, Connected Vehicle Telematics, and additional departments.

• Functional Strategy & Roadmap Partner with CAD, Service & Quality, and other stakeholders to develop and evolve Subaru's CRM strategy and roadmap, ensuring alignment with corporate objectives and industry best practices.
• End-to-End CRM Delivery Oversee the design, configuration, integration, and support of Microsoft Dynamics 365 CRM solutions, ensuring scalability, security, and usability.
• Team Leadership & Development Lead, coach, and mentor a team of IT professionals, fostering an inclusive and collaborative culture.
• Business Partnership Serve as a trusted advisor to business partners, ensuring CRM solutions meet evolving customer engagement needs and deliver tangible outcomes.
• Project & Portfolio Management Manage CRM-related projects, prioritization, resource allocation, risk mitigation, and reporting.
• Vendor & Partner Management Manage relationships with Microsoft and other CRM ecosystem vendors to ensure contract compliance, maximize value, and stay current with emerging features.
• Governance & Compliance Ensure CRM platform compliance with data protection, privacy regulations, cybersecurity standards, and internal Subaru IT policies, including SOX compliance.

• Demonstrated success leading technical and functional teams in CRM, customer engagement, or enterprise application environments.
• Strong knowledge of Dynamics 365 CRM architecture, configuration, security model, integrations, and reporting capabilities (Power BI, Power Platform).
• Experience with customer service and case management modules; exposure to Connected Vehicle or telematics systems a plus.
• Proven ability to translate business requirements into technical solutions and manage delivery from concept to adoption.
• Excellent people leadership skills, including coaching, delegation, and team development.
• Strong vendor management and contract oversight experience.
• Effective communicator who collaborates across business and IT functions.
• Project management skills, including budget oversight, planning, and execution.

Bachelor’s degree and 8-10 years of progressive IT experience, with at least 3-5 years of IT management (Microsoft Dynamics 365 preferred). Relevant experience accepted in lieu of degree.

• Hybrid Role – Remote work 2 days per week (after 90 days) (Wednesdays & Fridays)
• Required Travel – 10%

Recruiting base salary range: $114,800 - $160,000 per year. The role is bonus-eligible with a target bonus percentage based on performance.

• Total Rewards & Benefits
  • Medical, Dental, Vision Plans
  • Pension, Profit Sharing, and 401K Match Offerings
  • 15 Vacation days, 5 Floating Holidays, 5 Sick days, and 9 Company Holidays
  • Tuition Reimbursement Program: $15,000 yearly benefit
  • Vehicle Discount Programs
• Learning & Development
  • Professional growth and development opportunities
  • Direct partnership with senior leadership
  • Formal Mentorship Program
  • Linked In Learning License