Senior Manager, CRM

Your impact

About the Role

We're looking for a Senior Manager, CRM to take full ownership of our customer relationship management platforms — currently Salesforce and Microsoft Dynamics — and the business outcomes they're meant to drive. This is not a pure administrator role and not a pure strategist role: it's both. You'll be hands-on in the system day to day while also owning the operating model, the roadmap, and the long-term plan to consolidate our two platforms into a single CRM instance.

You will be the single point of accountability for three things: the system working, the team delivering, and the business (Sales, Marketing, and Customer Service) actually getting value out of it.

What You'll Own

• Platform & Technical Ownership

Serve as the senior-most owner/administrator for both Salesforce and Dynamics 365, including configuration, security model, data model, integrations, automation (flows/workflows/plugins), and release management.

Own system health: data quality, performance, uptime, technical debt, and the integrity of integrations with adjacent tools (marketing automation, CPQ, billing, support/ticketing, data warehouse, etc.).

Lead the evaluation, business case, and execution plan for consolidating Salesforce and Dynamics into a single target CRM platform — including data migration strategy, de-duplication, and change management (platform of record TBD).

Maintain a governed roadmap of enhancements, balancing quick fixes, structural improvements, and the longer-term consolidation effort.

Ensure compliance, data privacy, and access-control standards are built into the platform (e.g., role hierarchies, field-level security, audit trails).

• Operating Model & Team Leadership

• Define and run the operating model for CRM: how requests get submitted, triaged, prioritized, built, tested, and released; how incidents get resolved; how changes get communicated.
• Build and lead the CRM team (administrators, analysts, and/or developers — in-house and/or contracted), setting goals, growing skills, and holding the team accountable for delivery quality and speed.
• Establish governance: a steering group or intake process involving Sales, Marketing, and Service leadership so platform decisions reflect real business priorities rather than the loudest request.
• Own vendor and implementation-partner relationships where applicable (Salesforce, Microsoft, etc.).
• Manage the CRM budget, including licensing, third-party tools, and contractor/implementation spend.

• Business Outcomes

Translate Sales, Marketing, and Service strategy into CRM capabilities — you own making sure the system reflects how the business actually wants to operate, not just how it's always been configured.

Define and track the metrics that prove the CRM is delivering value (e.g., adoption/usage rates, data quality scores, pipeline/forecast accuracy, lead-to-opportunity conversion, case resolution time, campaign attribution accuracy) and report on them to leadership.

Drive user adoption through training, documentation, enablement, and a genuine feedback loop — treating low adoption as a problem to solve, not a user problem to complain about.

Partner directly with Sales, Marketing, and Service leaders as a trusted advisor — pushing back with data when a request will create more harm than value, and proactively flagging where the platform could better support their goals.

Own the narrative and roadmap communication to executive stakeholders: what's working, what isn't, what's coming, and why.