CRM AI Enablement Manager

Job Summary

We are looking for a strategic, business-driven CRM AI Enablement Manager to lead the identification, prioritization, and scaling of AI capabilities across CRM processes, customer journeys, and commercial operations.

This role acts as a key bridge between Business, CRM Portfolio, CRM IT, Data & Analytics, and Enterprise AI teams, ensuring AI investments translate into measurable business value and sustainable adoption with a strong focus on embedding Generative AI, Copilots, Agentic AI, and intelligent automation into CRM processes.

• Define and drive the CRM AI roadmap aligned with business priorities and CRM strategy.
• Identify high-impact use cases across customer journeys and commercial processes.
• Assess emerging AI capabilities and market trends relevant to CRM.
• Recommend investment priorities to maximize business transformation.

• Partner with stakeholders across Sales, Service, and Commercial Excellence to identify AI opportunities.
• Lead AI discovery workshops and opportunity assessments.
• Build business cases, demos, define success metrics, and prioritize initiatives based on value, feasibility, and scalability.
• Maintain and govern the CRM AI opportunity portfolio.

• Drive adoption of AI Copilots, Agent force solutions, and intelligent assistants.
• Define business requirements in collaboration with IT, Data, and AI teams.
• Reimagine CRM processes through AI-assisted and autonomous workflows.
• Monitor usage, effectiveness, and business impact; drive continuous optimization.

• Partner with CRM delivery teams, Enterprise AI, and vendors to ensure successful implementation.
• Align business requirements, outcomes, and success metrics across initiatives.
• Manage dependencies, stakeholder engagement, and readiness activities.
• Support deployment of AI-powered capabilities across CRM.

• Own the AI value realization framework.
• Define and track KPIs for AI and CRM performance.
• Analyze productivity gains, operational efficiencies, and customer outcomes.
• Translate insights into actionable recommendations and executive reporting.

• Establish governance standards for CRM AI initiatives.
• Ensure compliance with data, security, and Responsible AI policies.
• Partner with Legal, Compliance, and Data Governance to mitigate risks.
• Implement monitoring and oversight mechanisms.
• Drive organizational readiness and adoption of AI solutions.
• Define enablement, communication, and training strategies.
• Build AI champion networks and feedback loops.
• Ensure scalable and sustained adoption across the organization.

• Bachelor’s degree in Business, Engineering, Information Systems, Analytics, or related field.
• 5+ years of experience in CRM, Commercial Excellence, Product Management, Analytics, or Digital Transformation.
• Proven track record leading cross-functional initiatives across business, data, and technology.
• Strong understanding of CRM processes (Sales, Service, Customer Experience).
• Experience developing business cases, roadmaps, and value realization frameworks.
• Familiarity with Generative AI, Copilots, Agentic AI, and enterprise AI solutions.
• Strong analytical mindset and experience with KPI frameworks and executive reporting.
• Excellent stakeholder management and communication skills.

• Hybrid
• Generative AI, Copilots, Agentic AI
• AI governance & adoption

• CRM analytics & KPI frameworks
• Data storytelling & performance analysis

• CRM processes & commercial operations

• Strategic thinking & stakeholder management
• Executive communication
• Cross-functional collaboration & change management

• 25 Days Holiday + 8 Bank Holidays (Option to purchase 5 days after probation period)
• Westfield Health Medial Cash Plan Cover
• Death in Service Benefit of 4 x salary
• Cycle scheme (After probation period)
• Electric Car Scheme (After 1 year employment)
• 10% of salary in shares after 1 year of employment
• Costco Gold Company member, allowing employees to join.
• Employee Assistance Program
• Enhanced Maternity &…