Your role
As a
Customer Excellence Program Manager - Systems and Processes, your mission to drive operational excellence across customer-facing processes through strategic digitalization, data governance, and continuous improvement initiatives. This role serves as a key liaison between Sales, Customer Service, IT, Marketing, and Business Operations to enhance CRM System effectiveness, improve and maintain customer master data quality processes, and deliver data-driven process improvements that increase efficiency, customer satisfaction, and business performance.
You Will
- Lead and support digital transformation initiatives that improve customer sales internal processes (e.g. CRM tools, quoting, order management, e-invoicing etc...)
- Develop strategies that align Sales Operations with business goals.
- Resolve complex situations where there are conflicts between customers/suppliers and the company.
- Identify opportunities to automate manual processes, eliminate inefficiencies, and leverage digital tools to improve productivity.
- Partner with business stakeholders and IT teams to define requirements, prioritize enhancements, and implement technology solutions.
- Lead the deployment and adoption of new technologies, workflows, and digital capabilities across customer-facing functions.
- Act as a key business owner and subject matter expert for CRM System (C4C/Microsoft Dynamic) platforms.
- Drive CRM System (C4C/Microsoft Dynamics) optimization projects to improve system functionality, usability, reporting capabilities, and user adoption.
- Define and implement CRM System data standards, governance processes, and best practices.
- Collaborate with Sales, Customer Service, and Marketing teams to enhance customer visibility, pipeline management, and customer engagement processes.
- Monitor CRM System performance and recommend enhancements that improve operational effectiveness and customer insights.
- Establish and maintain customer master data governance standards.
- Oversee training and support function for CRM System and Customer Service processes
- Direct management of CRM/C4C Lead
- Lead initiatives to improve the accuracy, consistency, completeness, and integrity of customer master records.
- Identify data quality issues and develop corrective actions to improve data reliability.
- Create and manage processes for customer account creation and data maintenance
- Collaborate with ERP, CRM, and business system owners to ensure alignment of customer data across platforms.
- Develop documentation, standard operating procedures, and training materials to support process consistency.
- Establish KPIs and dashboards to measure operational performance and improvement outcomes.
- Persuade leadership with actionable insights and recommendations based on business data.
- Collaborate closely with Sales, Customer Service, Marketing, IT, Supply Chain, and Finance teams.
- Monitor CRM System performance and recommend enhancements that improve operational effectiveness and customer insights.
- Establish and maintain customer master data governance standards.
- Oversee training and support function for CRM System and Customer Service processes
- Direct management of CRM/C4C Lead
- Lead initiatives to improve the accuracy, consistency, completeness, and integrity of customer master records.
- Identify data quality issues and develop corrective actions to improve data reliability.
- Create and manage processes for customer account creation and data maintenance
- Collaborate with ERP, CRM, and business system owners to ensure alignment of customer data across platforms.
- Develop documentation, standard operating procedures, and training materials to support process consistency.
- Establish KPIs and dashboards to measure operational performance and improvement outcomes.
- Persuade leadership with actionable insights and recommendations based on business data.
- Collaborate closely with Sales, Customer Service, Marketing, IT, Supply Chain, and Finance teams.
- Accountable for ensuring inventory availability and supply chain activities are aligned with customer orders and demand.
To succeed, you will need
Education level- Bachelor's degree in Business, or related field
Relevant Previous experience- 3-7 years of experience in Sales Operations, Customer Operations, Business Process Improvement, CRM Administration, Business Analytics, or related roles.
- Direct employee management
- Direct customer interaction experience
- Experience leading digital transformation, CRM improvement, or data governance initiatives.
- Demonstrated success in process improvement and project management.
Knowledge areas/Skills- Strong ability to strategize, influence and anticipate in a business context
- Strong project management skills
- Excellent communication, negotiation, and stakeholder alignment skills
- High-level of adaptability, initiative, and accountability
- Experience with CRM platforms
- Knowledge of ERP systems and customer master data management processes.
- Proficiency in data analysis and reporting tools
- Strong analytical, forecasting, and problem-solving capabilities
Other requirements- Excellent oral and written communication skills.
- Valid Driver's License
We encourage you to apply even if you don't meet every single requirement. We value diverse experiences and perspectives and are excited to see what you bring to the role.
In return, we offer
- Culture of trust and accountability
- Lifelong learning and career growth
- Innovation powered by people
- Comprehensive compensation and benefits
- Health and well-being
Job location
This role offers a hybrid working arrangement, allowing you to split your time between working remotely and being on-site at our on-site at our Customer Center in Sanborn, New York
