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Role Description

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.

• 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.
• 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.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Generous benefit package including travel benefits and retirement.