CRM Continuous Improvement Manager - Salesforce (Remote)

Job Overview

To head the delivery, adoption, and continuous improvement of CRM transformation initiatives across Segment and Business Units. This role combines program/project management discipline with a focus on aligning business processes and driving Salesforce adoption to enable Commercial Excellence.

Job Requirements

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Program & Project Management:
•    Drive project planning, scope definition, timelines, and prioritization for CRM initiatives.
•    Maintain project charters, RAID logs (risks, actions, issues, decisions), and status reporting cadence.
•    Coordinate across Segment, Business Units, and vendors to ensure on-time, in-scope delivery.
•    Facilitate Steering Committee meetings and ensure stakeholder alignment on priorities and progress.
•    Integrate change management into delivery cycles, ensuring readiness and adoption are planned from the start

Process & Adoption Management:
•    Partner with Business Units to document sales and customer-facing processes and translate them into CRM requirements.
•    Identify synergies and overlaps across units to drive harmonization and prioritization of enhancements.
•    Own the CRM adoption framework – define KPIs, measure usage, and surface adoption gaps to the Leadership Team (LT).
•    Manage the backlog of CRM enhancements in partnership with IT and BU stakeholders.
•    Develop reporting and dashboards to monitor adoption and highlight areas for coaching or enablement.
•    Advocate Salesforce as the customer hub by ensuring activity capture, customer insights, and process alignment.

What your background should look like

•    7–10 years of experience in program/project management, CRM transformation, or sales operations.
•    Strong knowledge of Salesforce capabilities and ability to bridge business needs with technology solutions.
•    Proven ability to drive adoption and behavior change in global, matrixed organizations.
•    Excellent stakeholder management and facilitation skills; able to align diverse groups around common goals.
•    Strong communication and presentation skills, with the ability to engage both senior LT and frontline teams.

Success in this role looks like:

•    Consistently delivering CRM initiatives on time, in scope, and with high adoption.
•    Clear alignment of CRM capabilities with business processes across BUs.
•    Measurable improvement in CRM adoption metrics and usage of Salesforce as the single source of truth.
•    Strengthened collaboration between Segment, BUs, and enabling functions (Sales Ops, CIO, Commercial).

Competencies