Marketing Senior Director- CRM Program Manager

The Sherwin-Williams Company
$153,098 - $200,481 Annually
United States, Ohio, Cleveland
Jan 17, 2025
The Senior Director of CRM Implementation will lead customer relationship management initiatives that drive revenue growth and efficiency gains for our organization. This role will work with PCG, CBG and Corporate Leadership to ensure the successful design, deployment, implementation and adoption of a new global CRM platform, in support of over $6 Billion in global business. This work will include successfully transitioning businesses from the current Salesforce instance to the new Microsoft Dynamics platform over the next three years. This role requires a strong ability to collaborate and drive action across a highly matrixed work team and stakeholder network. "Job duties include contact with other employees and access confidential and proprietary information and/or other items of value, and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Company's staff, employees, and business relationships." CORE RESPONSIBILITIES AND TASKS The Senior Director of CRM Implementation will lead customer relationship management initiatives that drive revenue growth and efficiency gains for our organization. This role will work with PCG, CBG and Corporate Leadership to ensure the successful design, deployment, implementation and adoption of a new global CRM platform, in support of over $6 Billion in global business. This work will include successfully transitioning businesses from the current Salesforce instance to the new Microsoft Dynamics platform over the next three years. This role requires a strong ability to collaborate and drive action across a highly matrixed work team and stakeholder network. Key Responsibilities: Serve as lead Project Manager for Global CRM Implementation, creating, managing and tracking key timelines & milestones across various workstreams and product teams. Deliver frequent updates around critical project activity, including process changes, ongoing changes in functionality, and potential roadblocks to Group and Divisional senior leadership (e.g., Steering Committees) - across stakeholder teams. (PCD, DT, GTO, ED&I, BU's, Groups & External Partners). Lead initiative prioritization process within the project, ensuring alignment of key workstreams across all stakeholder groups. Drive & Coordinate workstreams across CRM Product Owner groups, Business Units, Digital Technology, Enterprise Data & Insights and the Global Transformation Office to ensure intime delivery of the digital product. Establish key performance indicators and metrics to measure project performance and progress in coordination with key support teams. Manage relationships with the lead PMO resources from external partners - Microsoft, plus any additional external vendors or partners tasked with project support. Champion simplification and consistency efforts across sales and business processes. Ensure efficient usage of resources across the project needs and escalate key information and requests around any changing resource needs. Evaluate and recommend improvements to optimize operations and enhance efficiency of the project. Serve as the single point of contact for executive leadership to understand project status and updates. Initiate and Lead escalation meetings between BU and Company leadership as needed to make final decisions on process changes or tradeoffs. Collaborate with SHW Process Owners across functions on the implementation of key processes into the CRM structure. Support the development and escalation of the business cases requesting changes in scope, timing or functionalist of the CRM. Manage the PCG CRM Product Team, Implementation & Training Teams and PCG Process Adherence resources. Partner with PCG and BU Sales Excellence to drive change management activities supporting project roll out and adoption. This role requires exceptional stakeholder management skills, with a proven ability to build trust and execute in a complex/matrixed stakeholder environment. Strong communication skills with a proven ability to communicate with all levels of the organization will be critical to success. POSITION REQUIREMENTS FORMAL EDUCATION: Required: Bachelor's degree in a technical- or business-related field Preferred: Lean Six Sigma Certification, MBA or Master's degree KNOWLEDGE & EXPERIENCE: Required: Minimum of 10 years' experience in process improvement (continuous improvement, IT) or 10 years' experience in commercial sales or marketing roles including marketing, CRM, project management or Digital Product management. Ability to manage projects efficiently Global knowledge of industrial commercial sales processes and products Preferred: Prior knowledge of key process and technical products within the Sherwin enterprise processes Experience in agile project environments Experience in transformational projects or enterprise level initiatives Experience in enterprise level solutioning through data driven insights TECHNICAL/SKILL REQUIREMENTS: Required: Ability to develop process implementation plans. Prior experience in working collaboratively with the Continuous improvement (CI) team to ensure processes are executed and improved. Experience in animating the local experts community (Key users, SMEs) to ensure the processes enrichment and the enhancements of the IT solution. Expertise in allocation of resources (people, tools, environment) to enable Process teams to deliver on strategic goals Financial acumen to manage and adhere to plans, budgets, and value creation Preferred: Ability to manage projects efficiently Strong communication skills - verbal, written, and interpersonal Strong statistical and problem-solving skills Well organized and able to handle detailed work in a fast-paced environment Self-motivated with high sense of urgency, resourcefulness, and adaptability Experience leading teams through transition to Agile methodology including knowledge of tools and methods TRAVEL REQUIREMENTS: (TIME SPENT AWAY FROM HOME OR OTHER TYPICAL OFFICE LOCATION) 30% WORK SCHEDULE: Monday through Friday, 37.5 hours per week Hybrid: This position is eligible to work in the office three days a week and has the option to work remotely two days a week. This position is not eligible for sponsorship for work authorization now or in the future, including conversion to H1-B visa.