Why This JobThe Salesforce & CRM Manager is responsible for the execution, governance, and continuous improvement of Salesforce and CRM capabilities across CMC. Reporting to the Director of Commercial Technology and Intelligence, this role leads a team of Salesforce and CRM Product Managers while serving as an individual contributor for assigned Salesforce and CRM products, business units, or strategic initiatives as a partner to support all Lines of Business across the Enterprise.
Operating as a 50% people leader and 50% product manager, this role translates strategic roadmap priorities into successful delivery, adoption, and measurable business value. The Manager partners with Business Units, IT, Commercial Operations, Enablement teams, and external vendors to ensure Salesforce and CRM capabilities support commercial objectives, improve user productivity, and drive process standardization.
Success is measured through roadmap delivery, platform adoption, system reliability, team performance, stakeholder satisfaction, and business value realization.
What You'll Do- Lead execution of Salesforce and CRM roadmap initiatives across all Lines of Business
- Manage platform operations, enhancements, releases, backlog prioritization, sprint planning, testing, deployment, and support activities
- Translate business requirements into product features, user stories, and development priorities
- Ensure Salesforce capabilities support commercial processes including SMOS, CMOS, pipeline management, customer engagement, opportunity management, and account planning
- Balance competing business priorities, resource constraints, dependencies, and delivery timelines
- Serve as Product Manager for assigned products, capabilities, or business units, owning roadmap development, stakeholder alignment, requirements, release planning, and lifecycle management
- Lead, coach, and develop Salesforce and CRM Product Managers
- Establish clear ownership, priorities, performance expectations, and delivery accountability
- Drive consistency in Agile delivery practices, roadmap management, stakeholder engagement, and value tracking
- Identify and escalate risks, resource constraints, and prioritization conflicts
- Drive adoption and effective utilization of Salesforce and CRM capabilities
- Partner with business stakeholders to identify process improvement opportunities and remove adoption barriers
- Coordinate training, change management, release communications, and user support activities
- Deliver product updates, roadmap communications, and enhancement releases to stakeholders
- Ensure CRM capabilities support standardized commercial processes and operating models
- Improve CRM data quality, governance, and usability in partnership with IT, Data teams, and business stakeholders
- Support deployment and adoption of AI-enabled capabilities, automation solutions, and agent technologies within Salesforce
- Identify opportunities to improve productivity, simplify processes, and enhance decision-making through automation and AI
- Ensure compliance with governance, security, data management, and responsible AI standards
- Directly manage Salesforce and CRM Product Managers by roadmap project
- Execute roadmap priorities established by the Director of Commercial Technology and Intelligence
- Facilitate governance, prioritization, release management, and resource coordination across Business Units, IT, and external partners
- Communicate progress, priorities, risks, and results to stakeholders
- Foster a culture of accountability, collaboration, continuous improvement, and customer-centric thinking
What You'll Need- Strong Salesforce and CRM platform expertise with current Salesforce certifications, including Salesforce Administrator as a minimum
- Experience leading Product Managers or technology-focused teams
- Strong product management capabilities, including roadmap development, requirements gathering, backlog management, Agile delivery, and lifecycle management
- Deep understanding of sales operations, customer management, pipeline management, and commercial processes
- Experience with AI-enabled CRM capabilities, analytics, reporting, workflow automation, MuleSoft, and data governance
- Experience with Jira, TFS, Salesforce Agile Accelerator, or similar Agile management tools
- Strong analytical, communication, stakeholder management, and problem-solving skills
- Proven ability to influence stakeholders, manage competing priorities, and deliver measurable business outcomes
Your Education 
