CRM Director

Group Voyagers

18h

About The Position

The CRM Director drives the establishment and operation of the CRM Center of Excellence. This role is focused on leading the CRM strategy and enterprise roadmap globally, standardizing best practices, fostering a culture of continuous improvement, and ensuring that CRM-related innovations are adopted across the organization. The CRM Director is responsible for the following results: Develop and implement a COE strategy that aligns with GFOB’s overall CRM vision and business objectives. Oversee the creation, maintenance, and dissemination of business process, product and technical best-practice guidelines and standard operating procedures. Ensure these standards are consistently applied across all CRM initiatives and teams. Responsible for leading, creating and maintaining a high performing team Evaluate, recommend, and drive the adoption of CRM-related innovations, tools, and methodologies across the organization. Ensure new solutions are integrated effectively and deliver measurable benefits. Facilitate continuous training and process improvements across CRM-related activities. Serve as the primary liaison between executive leadership and CRM delivery teams. Establish and track key performance indicators (KPIs) for CRM processes and COE initiatives. Use data-driven insights to identify areas for improvement and measure the impact of COE activities. Partner with Sales, Marketing, IT, and Customer Service teams to ensure CRM strategies and solutions are fully integrated and support business goals across departments. Oversee data quality, security, and compliance within the CRM system, ensuring adherence to organizational policies and regulatory requirements. Oversee CRM COE budgets, resources, and project prioritization to ensure efficient use of organizational assets. Regularly report on CRM COE initiatives, performance metrics, and outcomes to executive leadership and other stakeholders.

Requirements

A bachelor’s or master’s degree in Business Administration, Information Systems, Computer Science, Marketing, or a related field; or ten or more years of relevant experience in product management or CRM; or an equivalent combination of education and experience.

Nice To Haves

10+ years of experience in CRM strategy, implementation, or management with at least 5 years in a leadership role preferably within a large, complex organization.
Proven track record of leading CRM initiatives and cross-functional teams.
Experience with CRM platforms (e.g., Microsoft Dynamics, SAP CRM, etc.).
Demonstrated experience in developing and implementing business processes and best practices.
Experience in change management, training, and process improvement.
Strong background in stakeholder management, especially working with executive leadership.

Responsibilities

Direct management or direct reports in deployment of company strategy, goals & mission
Evaluating associates periodically for promotions and career opportunities, approving ratings
Supervising managers during certain projects
Developing and implementing policies for executives to review
Reporting to senior-level leadership such as a Senior Director or VP
Planning, directing and coordinating department strategic efforts and day-to-day processes, including assigning tasks and giving direction to subordinates
Understanding and creating department budgets for upper management
Evaluating and developing strategies and plans for departmental success
Ensuring a healthy work environment and lead the culture for their associates and managers
May interact with global offices
Approve hiring and termination requests
Collaborating with other business leaders and teams on cross functional strategic projects and developing departmental plans that support such projects
Project management of the various projects within their department
Relationship point of contact for vendors and other external stakeholders that impact their departments
Synthesizes data and information to make recommendations to upper management on strategic or high-value initiatives
Accountable for achievement of team/department’s goals
Partners with senior management on broader departments people and succession strategy
Develop and implement a COE strategy that aligns with GFOB’s overall CRM vision and business objectives.
Oversee the creation, maintenance, and dissemination of business process, product and technical best-practice guidelines and standard operating procedures. Ensure these standards are consistently applied across all CRM initiatives and teams.
Responsible for leading, creating and maintaining a high performing team
Evaluate, recommend, and drive the adoption of CRM-related innovations, tools, and methodologies across the organization. Ensure new solutions are integrated effectively and deliver measurable benefits.
Facilitate continuous training and process improvements across CRM-related activities.
Serve as the primary liaison between executive leadership and CRM delivery teams.
Establish and track key performance indicators (KPIs) for CRM processes and COE initiatives. Use data-driven insights to identify areas for improvement and measure the impact of COE activities.
Partner with Sales, Marketing, IT, and Customer Service teams to ensure CRM strategies and solutions are fully integrated and support business goals across departments.
Oversee data quality, security, and compliance within the CRM system, ensuring adherence to organizational policies and regulatory requirements.
Oversee CRM COE budgets, resources, and project prioritization to ensure efficient use of organizational assets.
Regularly report on CRM COE initiatives, performance metrics, and outcomes to executive leadership and other stakeholders.