Position Summary: The Director of Revenue Enablement is responsible for aligning the people, processes, technology, communications, and resources that support the company's revenue strategy. This position works across Sales, Marketing, Customer Service, Operations, Underwriting, and Information Technology to ensure each department is aligned with the company's objectives, market messaging, customer commitments, and growth priorities.
The Director owns the company's Customer Relationship Management (CRM) platform from a business perspective and ensures it effectively supports sales activity, marketing initiatives, customer service, operational workflows, management reporting, and profitable growth. Responsibilities include establishing the CRM strategy and roadmap, maintaining data and process governance, prioritizing enhancements, improving adoption, and coordinating system development with IT and third-party vendors.
This position also leads revenue-enablement initiatives, strategic projects, process improvements, product and program launches, and technology implementations. The ideal candidate can translate business strategy into coordinated execution and successfully lead initiatives involving multiple departments.
Essential Tasks: Revenue Strategy and Cross-Functional Alignment- Partner with executive leadership to translate the company's revenue strategy into clear priorities, initiatives, and implementation plans.
- Align Sales, Marketing, Customer Service, Operations, Underwriting, and IT around common revenue objectives and customer expectations.
- Ensure external messaging and customer commitments accurately reflect the company's products, underwriting appetite, service standards, systems, and operational capabilities.
- Identify gaps between strategy and execution and coordinate corrective action across the appropriate departments.
- Establish ownership, timelines, dependencies, deliverables, and performance measures for revenue initiatives.
- Provide leadership with regular updates regarding progress, results, risks, resource needs, and recommended actions.
- Support the development of scalable processes and systems that promote profitable growth.
CRM Ownership and Governance- Serve as the business owner and primary internal leader for the company's CRM platform.
- Develop and maintain a CRM strategy and roadmap aligned with revenue objectives, customer needs, and departmental priorities.
- Establish CRM governance standards covering data quality, required information, workflows, permissions, reporting, documentation, and system usage.
- Partner with IT to ensure the CRM remains secure, reliable, properly integrated, and consistent with company technology standards.
- Gather and prioritize CRM requirements from Sales, Marketing, Customer Service, Operations, Underwriting, and executive leadership.
- Evaluate enhancement requests based on strategic alignment, business value, user impact, cost, risk, and implementation effort.
- Oversee CRM configuration, customization, integrations, testing, releases, and ongoing optimization in partnership with IT and approved vendors.
- Establish data standards for accounts, contacts, producers, prospects, opportunities, activities, submissions, pipeline, and customer interactions.
- Monitor data completeness, accuracy, consistency, duplication, and overall system integrity.
- Establish accountability for entering, maintaining, reviewing, and approving CRM data.
- Develop dashboards and reports that provide reliable visibility into sales activity, pipeline, customer relationships, marketing performance, service activity, and revenue trends.
- Coordinate user-acceptance testing and obtain appropriate business approval before system changes are released.
- Maintain CRM procedures, process maps, field definitions, training materials, release notes, and user guides.
- Lead CRM onboarding, training, ongoing education, and adoption initiatives.
- Monitor system usage and address adoption, workflow, reporting, data-quality, and user-experience issues.
- Coordinate vendor relationships, licensing needs, support requests, and platform evaluations.
- Measure the effectiveness and business value of CRM improvements.
Sales Enablement- Develop the tools, resources, training, systems, and processes needed to improve sales effectiveness and support profitable revenue growth.
- Ensure the CRM provides effective capabilities for relationship management, activity tracking, opportunity management, pipeline visibility, and follow-up.
- Establish expectations and standard practices for sales-team CRM usage.
- Create and maintain sales presentations, product summaries, talking points, templates, competitive information, and other enablement resources.
- Ensure sales materials accurately reflect the company's products, programs, underwriting appetite, value proposition, and service capabilities.
- Partner with sales leadership to identify performance gaps, training needs, technology requirements, and process improvements.
- Support the onboarding and ongoing development of sales employees.
- Help sales teams communicate the company's value proposition clearly and consistently.
- Evaluate the adoption and effectiveness of sales-enablement tools and programs.
Marketing and Communications- Provide strategic leadership for the marketing team while establishing priorities, goals, and performance expectations.
- Coordinate marketing strategies, campaigns, presentations, announcements, and customer communications with the company's revenue priorities.
- Maintain consistent company messaging, brand standards, and market positioning across communication channels.
- Ensure marketing campaigns, leads, customer engagement, and results are appropriately captured and measured through the CRM.
- Partner with Marketing to define audience segmentation, lead-management processes, campaign tracking, communication preferences, and reporting requirements.
- Review customer-facing materials for accuracy, clarity, regulatory appropriateness, and alignment with operational capabilities.
- Coordinate communications concerning new products, program changes, system enhancements, service updates, and company initiatives.
- Work with subject-matter experts to translate technical information into clear, effective market messaging.
- Ensure websites, portals, automated communications, and other digital tools provide accurate and consistent information.
Customer Service and Customer Experience- Work with Customer Service leadership to ensure customer-facing employees understand current products, procedures, systems, messaging, and service expectations.
- Promote a consistent experience across prospecting, sales, onboarding, servicing, renewal, and other customer interactions.
- Ensure the CRM supports a complete and accurate view of producer, prospect, insured, and customer relationships.
- Review customer feedback, service trends, and CRM data to identify training, communication, technology, and process-improvement opportunities.
- Ensure customer promises and external messaging are supported by internal processes, systems, and staffing capabilities.
- Help develop service standards, communication resources, CRM workflows, and escalation procedures.
- Partner with IT and Operations to improve customer-facing systems, portals, self-service capabilities, and digital experiences.
Business Systems and Technology Implementation- Partner with IT and department leaders to identify technology needs and opportunities to improve revenue performance and customer experience.
- Serve as the business lead for evaluating and implementing systems supporting Sales, Marketing, Customer Service, and Operations.
- Gather, document, and prioritize business and functional requirements.
- Participate in the evaluation and selection of software platforms, vendors, consultants, and implementation partners.
- Coordinate business participation in system design, configuration, data migration, integration, testing, training, implementation, and adoption.
- Ensure new systems and technology changes are supported by effective processes, controls, procedures, documentation, training, and communications.
- Coordinate system launches and transitions across affected departments.
- Monitor system adoption, user feedback, operational impact, and performance following implementation.
- Ensure new systems integrate appropriately with the CRM and other core platforms.
- Serve as a liaison between business departments, IT, and outside vendors for assigned systems and projects.
Process Improvement and Operational Alignment- Evaluate cross-functional workflows and identify opportunities to improve efficiency, accuracy, consistency, accountability, and customer service.
- Partner with Operations and IT to design scalable processes supported by appropriate technology.
- Ensure operational practices, systems, staffing, and procedures support the company's revenue strategy.
- Coordinate the operational implementation of new products, programs, partnerships, systems, and process changes.
- Document current-state and future-state workflows.
- Develop or coordinate standard operating procedures, process maps, user guides, controls, and internal documentation.
- Reduce unnecessary manual work and duplicate data entry through improved workflows, automation, and system integration.
- Establish performance measures to evaluate the effectiveness of new or revised processes.
- Monitor implementation results and address issues affecting employees, customers, producers, carrier partners, and other stakeholders.
Project and Change Management- Lead cross-functional revenue, operational, and technology projects from planning through implementation and post-launch evaluation.
- Define project scope, objectives, requirements, responsibilities, milestones, dependencies, budgets, risks, and success measures.
- Develop and maintain project plans, implementation schedules, status reports, decision logs, and risk assessments.
- Facilitate project meetings and maintain clear communication among stakeholders, vendors, and implementation partners.
- Monitor timelines, resolve obstacles, manage scope changes, and escalate risks when appropriate.
- Develop change-management plans addressing communication, training, employee readiness, adoption, and post-launch support.
- Ensure completed projects are documented and transitioned to the departments responsible for ongoing ownership.
- Conduct post-implementation reviews to evaluate results, adoption, return on investment, and opportunities for further improvement.
Leadership and Collaboration- Build strong working relationships across departments and promote communication, accountability, collaboration, and continuous improvement.
- Facilitate cross-functional discussions, clarify responsibilities, and help resolve competing priorities.
- Influence teams and leaders through credibility, sound judgment, and a strong understanding of the business.
- Serve as a central point of coordination for initiatives affecting multiple departments, systems, or customer groups.
- Clearly communicate the purpose, responsibilities, expected benefits, and practical impact of organizational and technology changes.
- Perform other responsibilities and strategic assignments as directed by executive leadership.
Core Competencies:- Leadership: Display leadership skills and ability to motivate fellow employees
- Ability to Analyze and Solve Problems: Skill in recognizing challenges, exploring options, and implementing effective solutions in a timely manner
- Attention to Detail: A strong focus on completing tasks and projects accurately and thoroughly
- Communication Skills: Capable of expressing ideas clearly in both verbal and written forms and engaging with various audiences
- Timely Task Completion: Ability to finish tasks and projects efficiently, managing resources and priorities effectively
- Team Collaboration: Willingness to work together with others, promoting teamwork and supporting shared goals
- Client Focus: Dedication to understanding and addressing the needs of clients and stakeholders to ensure their satisfaction
- Dependability: Acknowledgment of the importance of being present and punctual
- Creative Thinking: Openness to suggesting new ideas and methods to improve processes and outcome
- Organizational Skills: Capability to prioritize tasks and manage multiple projects simultaneously
- Adaptability: Willingness to adjust to changing situations and priorities, showing resilience in a dynamic work environment
Experience and Education:- Bachelor's degree in business, marketing, communications, operations, information systems, project management, or a related field; equivalent professional experience may be considered.
- 7+ years of experience in revenue enablement, sales enablement, CRM management, business systems, marketing, operations, project management, or a related function.
- 3+ years of leadership or cross-functional program-management experience.
- Demonstrated experience owning, implementing, administering, or significantly improving a CRM platform.
- Experience developing CRM governance standards, workflows, dashboards, reports, training, and adoption programs.
- Demonstrated experience implementing business systems and leading technology-enabled process changes.
- Ability to gather business requirements and communicate effectively with technical and nontechnical stakeholders.
- Strong project- and change-management skills, including the ability to manage multiple priorities, stakeholders, vendors, and deadlines.
- Excellent written, verbal, presentation, analytical, and facilitation skills.
- Strong understanding of data quality, performance reporting, process design, system integration, and user adoption.
- Insurance, managing general agency, wholesale brokerage, or other regulated-industry e
