Lead the technology strategy that powers customer engagement, sales growth, and digital commerce across a global organization. As the Senior Director of IT - CRM & Commercial Enablement, you'll shape the future of enterprise CRM, partnering with executive leaders to deliver scalable, data-driven solutions that enhance both B2B and B2C customer experiences while driving measurable business impact.

JOB SUMMARY DESCRIPTION / PRIMARY PURPOSE OF JOB

The Senior Director, Information Technology - CRM & Commercial Enablement provides enterprise leadership for the platforms, processes, and capabilities that enable revenue growth, commercial execution, and high-quality customer engagement across the organization.

This role serves as the enterprise leader for CRM technologies, providing equal strategic leadership, oversight, and guidance for both the global B2B commercial organization and B2C businesses, including Start Hearing and Starkey Retail. The Senior Director partners closely with Sales, Customer Support, Education & Training, Product Management, Marketing, Start Hearing, and Retail leadership to ensure customer data, commercial processes, and CRM platforms are aligned, scalable, and effective across both business models.

This leader also leads the eCommerce team and partners with the Digital Experience team ensure commercial workflows and customer data strategies are effectively extended into customer-facing platforms and experiences.

JOB RESPONSIBILITIES/RESULTS

Key Responsibilities

• Define and lead the enterprise vision, roadmap, and governance for CRM and connected platforms across the company.
• Ensure CRM capabilities effectively support sales execution, account management, opportunity lifecycle management, and customer data consistency across channels.
• Ensure the smooth and continuous operation and support of CRM technologies.
• Drive adoption, data quality, and continuous improvement across commercial teams.
• Align CRM capabilities with evolving sales models, customer engagement strategies, and growth priorities across both B2B and B2C operations.
• Perform other duties/responsibilities as assigned

B2C Business Leadership

• Provide strategic technology leadership for CRM and customer engagement capabilities supporting B2C businesses and subsidiary operations.
• Balance enterprise standards with business agility to deliver solutions that are fit for purpose, cost-effective, and appropriately governed.
• Serve as a trusted advisor to business leaders on CRM, customer data, and commercial technology decisions.
• Enable B2C and subsidiary organizations to scale while maintaining alignment with enterprise data, customer, and technology strategies.

B2B Commercial Enablement Leadership

• Serve as the senior IT partner to Sales and Customer Support leadership for B2B commercial enablement.
• Enable B2B sales effectiveness through process automation, workflow optimization, scalable account management models, and trusted analytics and forecasting tools.
• Translate commercial strategy into technology investments, execution plans, and measurable business outcomes.
• Oversee CRM-enabled customer support capabilities, including case management, service workflows, and visibility into customer history across Sales and Support.

Leadership and Governance

• Inspire, lead and develop teams responsible for CRM and Commerce technologies.
• Establish standards for CRM governance and prioritization across B2B and B2C business needs, as well as for data quality, security, compliance, and release discipline.
• Manage relationships with system integrators, SaaS vendors, and technology partners to support delivery excellence and long-term platform value.
• Own budget planning, investment prioritization, and portfolio governance for CRM and commercial enablement platforms.

JOB REQUIREMENTS

Education

• • Bachelor's Degree or equivalent experience

Experience

• At least 10+ years of progressive technology leadership experience and 7+ years in a leadership capacity working in CRM or other commercial facing roles
• Hands-on leadership experience with major CRM platforms, including Salesforce and Microsoft Dynamics 365, including platform strategy, implementation, integration, adoption, and ongoing optimization.
• Experience supporting commercial business functions, including sales, customer support, account management, marketing, training, customer success, retail, or subsidiary operations.
• Demonstrated success translating business strategy into scalable technology capabilities, investment plans, operating models, and measurable business outcomes.
• Experience driving adoption and continuous improvement, including training, stakeholder engagement, process redesign, operational metrics, and feedback loops.
• Ability to lead through influence, building trust with business partners while maintaining technology discipline, governance, and prioritization.
• Experience in healthcare, medical device, retail, manufacturing, or regulated industries is preferred.

Knowledge / Technical Requirements

• Salesforce Health Cloud CRM
• Microsoft Dynamics CRM and F&O
• Microsoft Power BI
• Microsoft Copilot or equivalent generative AI platforms
• Understanding of sales, service and marketing metrics

Competencies, Skills & Abilities

• Business Acumen
• Knowledge of best practices for IT including operating models and organizational design.
• Knowledge of business theory, business processes, management, budgeting, and general operations.
• Strong project and program management skills.
• Desire and aptitude to be outside-in, applying industry trends and opportunities to improve Starkey.
• Conceptual thinking
• Able to translate industry trends into Starkey business opportunities.
• Expert capability translating business objectives into actionable, achievable initiatives.
• Able to present complex ideas in business-friendly language.
• Collaboration
• Ability to communicate effectively across all organizational levels, and influence leadership.
• Eager partner to peers within IT, Marketing, and other departments.
• Proven relationship builder with a strong personal brand.
• Decisiveness
• Able to distinguish what is required versus what is "nice to have."
• Able to manage conflicting stakeholder needs and wants.
• Exhibits leadership presence in all settings.

Salary and Other Compensation:

The target pay rate for this position is between $180,000 - $246,000 annually. Factors which may affect starting pay within this range may include: geography/market, skills, education, experience and other qualifications of the successful candidate.

This position is eligible for a bonus based upon performance results. There is no guarantee of payout.

The following benefits for this position, subject to applicable eligibility requirements, include medical, dental and vision insurance, 401(k) retirement plan with company match, company-paid life and short-term disability insurance, long-term disability insurance, employee assistance plan, hearing aid benefits, Paid Time Off, paid holidays, paid floating holidays, paid volunteer service day, paid paternity and maternity leave and tuition reimbursement.

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