CRM Director in Niles, IL

$200K - $250K(Ladders Estimates)

Shure   •  

Niles, IL 60714

Industry: Retail & Consumer Goods


11 - 15 years

Posted 34 days ago

This person will provide direction and expertise in the development and execution of Shure's Customer Success Platform (CSP). Responsibilities include strategy management and execution of the technology roadmap to enable digital transformation.

The CRM Director provides direction and manages the work efforts of other application solution and development managers and individual contributors. Responsibility includes staffing decisions, performance appraisals, payreviews and overseeing budget. This person will partner with senior business stakeholders in Sales, Marketing and Service globally to identify opportunities to promote leading industry practices, streamline and drive business process improvements. Provides direction on development and adherence of internal processes of projectdelivery, support, resource planning, associate growth, vendor management, and promotion of technology solutions.


  • Responsible for overall success of CRM applications, including system management, reporting, and data management.
  • Owns technology solutions for internal customer management and digital commerce deliverables related to large, transformational, global projects.
  • Examines and evaluates existing business processes as well as key challenges/opportunities in Shure's vertical markets and geographic locations.
  • Works with internal business partners to understand current and future business process and captures business requirements for enabling technology solutions.
  • Proactively aligns with business stakeholders to promote process improvements in line with industry practices to meet business objectives. Additionally, identifies new areas of opportunity and potential benefits beyond the current organizational thinking.
  • Collaborates with senior business stakeholders to determine business priorities, assist with roadmap development and manage delivery expectations. Builds proactive, responsive relationships with the businessto ensure alignment of business objectives with technology solutions.
  • Assesses the current application stack and landscape to evaluate opportunities to further leverage and evaluate and provide recommendations for the use of new/existing technologies.
  • Monitors and oversees adherence to leading Change Management practices, tollgate reviews, testing standards and proven project methodology. Enables consistent level of service and problem resolution.
  • Works with solution architects to support project recommendations covering scope, resources, approach, solution options, risk/ assumptions and oversight of blueprint, design and implementation of quality solutions.
  • Provides project management oversight for multiple transformation projects embedded in the overallprogram roadmap.
  • Evaluates, examines and builds a high performing team with the necessary capabilities to ensure quality solutions in the most cost effective and time efficient manner.
  • Works with business partners to determine and present ROI and identification and building of performance metrics.
  • Provides motivation and guidance to development teams during the systems development lifecycle.
  • Works with development resources throughout the entire lifecycle, fluent in agile and waterfall delivery and getting the most value from the platform.
  • Provides thought leadership on IT strategies.
  • Evaluates third party applications that can be used to enhance platform.


  • Bachelor degree in related field. Graduate coursework is desirable.
  • Minimum of 12 years working experience with a minimum of 5 years heavily focused on CRM Salesforce and ecommerce experience. Salesforce certifications required.
  • Minimum of 5 years of management responsibility.
  • Success in organizations with marketing and sales functions that span multiple global locations
  • Experience leading and driving large, global, transformational initiatives.
  • Demonstrated ability working on complex issues of diverse scope where analysis of situations or data requires evaluation of a variety of factors, including an understanding of current business trends.
  • Demonstrated experience in determining the best use of resources to meet goals of assignments received in the form of objectives.
  • Able to lead cooperative efforts among members of project teams.
  • Able to follow processes and operational policies in selecting methods and techniques for obtaining solutions.
  • Able to develop and administer schedules and establish performance requirements.
  • Experience with preparing and adhering to a budget.
  • Able to provide guidance to subordinates within the latitude of established company policies.
  • Experience with advising subordinates how to meet schedules and/or resolve technical problems.
  • Responsible for the hiring, firing, and performance review of staff.
  • Excellent communication and organizational skills with strong emphasis on customer service.
  • Knowledge and integration experience with ERP systems (SAP-ECC desired), Business Intelligence, and Microsoft offerings.
  • Management of varied delivery models consisting of onsite and offshore team members.
  • Able to direct and control the activities of the CSP team.
  • Previous experience working with other senior managers with establishing strategic plans and objectives.
  • Able to make final decisions on administrative or operational matters and ensures objectives are achieved.
  • Able to participate in corporate development of methods, techniques, and evaluation criteria for projects, programs, and people.
  • Past interaction with executives and/or major customers involving negotiation or attempting to influence senior level leaders regarding matters of significance to the organization.
  • Past experience of having overall control of planning, staffing, budgeting, managing expense priorities, and recommending, and implementing change.

Valid Through: 2019-10-7