CRM Program Manager

Copeland is seeking an experienced and highly collaborative CRM Program Manager that will lead and drive our CRM strategy and roadmap within the HVACR Americas business. You will have the exciting opportunity to work closely with our Sales & Marketing teams to identify and execute initiatives focused on operational efficiencies, enhancing customer relationships, and achieving our business goals through CRM capabilities and adoption.   In this role, you will be accountable for the overall success of our CRM program by translating business requirements into capabilities, collaborating with Enterprise teams to prioritize & deliver new features, providing training & change management support, and overseeing the engagement & governance with stakeholders.

If you are looking for a professional growth opportunity and are skilled in translating Sales, Service, and Marketing functional needs to business capabilities in a highly collaborative and customer centric role, this job may be for you! 

Responsibilities

• Accountable for the overall success and adoption of the HVACR Americas CRM Program
• Collaborate with Sales & Marketing teams to establish and drive CRM strategy & roadmap 
• Manage relationships with key stakeholders to identify business capability gaps, investment needs, and ROI
• Drive collaboration between internal stakeholders and Enterprise CRM team to ensure technical solutions deployed achieve business outcomes
• Standardize features/functionality to reduce complexity and enable a comprehensive view of the Sales pipeline
• Drive user adoption through CRM training and tracking, and raise utilization concerns with leadership
• Establishing & maintain CRM Standard Operating Procedures and provide onboarding & change management support through employee transitions
• Establish dashboard and reporting needs to support Account & Opportunity Management, CRM Adoption, and Customer 360 view
• Establish customer and contact data management processes to enable effective automated Marketing Campaigns 
• Ensure the accuracy and completeness of master data available in the system
• Participation and engagement in Enterprise governance model

Requirements

• A bachelor’s degree with emphasis in Business Administration, Marketing, Computer Science or similar
• Minimum of four (4) years of hands-on experience in CRM, Business Project Manager, Sr. Business Analyst, or related field
• Strong project management experience and ability to balance stakeholders & commitments
• Thorough understanding, experience developing and implementing process improvements, including sales reporting and account management processes
• Excellent oral and written communication and documentation skills, and the ability to interface and train all levels of the organization, including executive leadership
• Excellent data analysis skills and experience with data visualization software
• Experience in change management initiatives, providing guidance and support, helping to facilitate smooth transitions and minimize resistance to new processes
• Experience driving various testing phases, including project-related tests, enhancements, and acceptance testing
• Strong teamwork and team synergy skills required
• Excellent ability to establish rapport with others and ability to build strong internals relationships

Preferred

• Experience with Salesforce Sales Cloud & Service Cloud
• Experience with Oracle Eloqua for Marketing Automation
• Experience with data visualization software (PowerBI preferred)
• Experience with master data management & integration