CRM Program Management

Description

• Own the overarching Revenue Technology strategic roadmap across CRM, including multi-org governance and innovation alignment.
• Align the portfolio with emerging innovation and next-gen capability, ensuring the roadmap anticipates where CRM technology is heading.
• Lead program governance across the global CRM implementation, ensuring consistent standards and delivery discipline across all workstreams.
• Establish governance frameworks, standards, and decision rights that protect enterprise consistency while enabling approved local and business-unit variation.
• Oversee the program roadmap, business readiness, risk management, and milestone tracking end to end.
• Drive a consistent operating cadence across AMER and International workstreams.

Decision Forums & Executive Governance

• Lead key decision forums and steering committees, and own executive stakeholder reporting on roadmap, trade-offs, and delivery outcomes.
• Manage cross-functional stakeholder alignment and executive reporting across Commercial, IT/TDS, Finance, Procurement and Leadership.
• Own and lead the CRM Technology governance model — decision rights, escalation paths, and review cadences — ensuring decisions are made deliberately, not by default.
• Steward the team’s ownership mandate: because CRM Technology owns the commercial-technology strategy and defends the investment case, this role ensures that ownership is exercised — setting the strategy-to-budget linkage and holding partners accountable to what is committed.

Qualifications

Highest qualification: University

• Bachelor’s degree in Business, Engineering, Information Systems, or related field (or equivalent professional experience).
• 7+ years of experience in program management, transformation delivery, consulting, operations, or technology-focused roles within large, global organizations.
• Proven experience leading multi-workstream initiatives with complex dependencies and senior-level visibility.
• Demonstrated experience establishing and owning governance — decision forums, decision rights, and vendor governance — not solely program coordination.
• Demonstrated ability to operate effectively and influence without authority in a matrixed environment.
• Willingness and ability to travel up to 30% (Domestic/international) of the time to present in person for workshops, program forums, and key engagements.

Preferred Skills & Experience

• Experience supporting CRM, or commercial technology platforms.
• Experience coordinating delivery with internal IT/shared-services and third-party vendors or system integrators.
• Experience owning vendor governance, licensing, and budget defense for a technology portfolio.
• Comfort working across hybrid delivery models (agile, waterfall, or mixed).
• Strong analytical skills with the ability to translate data and insights into actionable program decisions.
• Ability to simplify complexity and communicate clearly with both technical and non-technical audiences.