Summary:
The Senior Manager, Program Management and Governance is responsible for driving the strategic planning, execution, and governance of our global CRM orgs. This is more than a traditional program-management role as governance is central to it. The position owns the decision-making forums, demand-intake discipline, vendor and technology governance, and the operating cadence that turn strategy into delivered, adopted outcomes. It is the single point of orchestration that ensures CRM Technology owns its roadmap, defends its investment, and brings new business into the product model in a controlled, sustainable way.
Operating at the intersection of strategy, delivery, data, and change, this role connects enterprise strategy to execution — coordinating cross-functional and TDS delivery teams, establishing strong governance and decision rights, and ensuring initiatives deliver measurable business value and sustained adoption. Since CRM Technology owns the strategy and secures the investment to fund it, this role is the steward of that ownership — not a passive coordinator of others’ programs.
Key Responsibilities:
Strategy, Roadmap & Portfolio Governance
Own the overarching Revenue Technology strategic roadmap across CRM, including multi-org governance and innovation alignment.
Align the portfolio with emerging innovation and next-gen capability, ensuring the roadmap anticipates where CRM technology is heading.
Lead program governance across the global CRM implementation, ensuring consistent standards and delivery discipline across all workstreams.
Establish governance frameworks, standards, and decision rights that protect enterprise consistency while enabling approved local and business-unit variation.
Oversee the program roadmap, business readiness, risk management, and milestone tracking end to end.
Drive a consistent operating cadence across AMER and International workstreams.
Decision Forums & Executive Governance
Lead key decision forums and steering committees, and own executive stakeholder reporting on roadmap, trade-offs, and delivery outcomes.
Manage cross-functional stakeholder alignment and executive reporting across Commercial, IT/TDS, Finance, Procurement and Leadership.
Own and lead the CRM Technology governance model — decision rights, escalation paths, and review cadences — ensuring decisions are made deliberately, not by default.
Steward the team’s ownership mandate: because CRM Technology owns the commercial-technology strategy and defends the investment case, this role ensures that ownership is exercised — setting the strategy-to-budget linkage and holding partners accountable to what is committed.
Vendor, Contract & License Governance
Own vendor relationships, contract governance, and license management across CRM platforms (e.g., Salesforce).
Partner with Procurement and Finance on vendor strategy, contracting, renewals, usage forecasting, and budget controls.
Identify opportunities for license optimization, consolidation, cost avoidance, and vendor risk mitigation.
Demand Intake & Portfolio Governance
Own the single-backlog intake framework, triaging demand across regions and business units on a Now / Next / Later basis with clear, defensible prioritization.
Maintain integrated roadmaps guiding CRM initiatives from concept through delivery and value realization.
Identify cross-program dependencies, downstream impacts, and organizational-readiness factors to ensure seamless execution.
Ensure commitments are made with discipline and governance — not in the room, without process — closing the intake-governance gap that creates risk when demand arrives piecemeal.
Program Execution & Delivery Management
Drive execution across multiple concurrent initiatives spanning quoting, contracting, and tendering platforms, data, and AI enablement.
Manage program plans, milestones, risks, and resources to ensure predictable, high-quality delivery, in partnership with the shared TDS Program Manager.
Establish and run the operating cadence — ceremonies, sprints, demos, and releases — that drives accountability, transparency, and momentum across workstreams.
Plan and facilitate in-person requirement workshops and program forums, owning the output and the path from design through requirements to release.
Coordinate how new business is onboarded into the product model, walking stakeholders from intake through requirements to release (“into the factory”).
Coordinate change management and business-readiness activities across regions and workstreams to ensure adoption.
Data, Metrics & Outcome Optimization
Monitor success metrics — adoption, cycle time, data quality, and cost management — ensuring business objectives are achieved.
Track progress using objective data and performance indicators; adjust plans and priorities based on insight and results.
Ensure initiatives deliver measurable and sustained business value through disciplined value-realization practices.
Stakeholder Communication & Executive Storytelling
Serve as the integrator between business leaders and delivery teams across the CRM portfolio.
Translate complex initiatives into clear, outcome-focused narratives for executive audiences.
Influence executive decisions through fact-based insights, structured recommendations, and clear articulation of trade-offs.
Minimum Required:
Bachelor’s degree in Business, Engineering, Information Systems, or related field (or equivalent professional experience).
7+ years of experience in program management, transformation delivery, consulting, operations, or technology-focused roles within large, global organizations.
Proven experience leading multi-workstream initiatives with complex dependencies and senior-level visibility.
Demonstrated experience establishing and owning governance — decision forums, decision rights, and vendor governance — not solely program coordination.
Demonstrated ability to operate effectively and influence without authority in a matrixed environment.
Willingness and ability to travel up to 30% (Domestic/international) of the time to present in person for workshops, program forums, and key engagements.
Preferred Skills & Experience:
Experience supporting CRM, or commercial technology platforms.
Experience coordinating delivery with internal IT/shared-services and third-party vendors or system integrators.
Experience owning vendor governance, licensing, and budget defense for a technology portfolio.
Comfort working across hybrid delivery models (agile, waterfall, or mixed).
Strong analytical skills with the ability to translate data and insights into actionable program decisions.
Ability to simplify complexity and communicate clearly with both technical and non-technical audiences.
Ideal Candidate Leadership Attributes:
Comfortable operating amid ambiguity, incomplete data, and evolving enterprise priorities.
Commercially grounded, people-first leader with strong business acumen.
Curious and innovative, with the ability to push boundaries while navigating governance and risk.
Trusted partner who collaborates effectively and constructively challenges when needed.
Strong ownership mindset — treats the strategy, the budget, and the governance as theirs to defend.
Data-driven decision-maker who translates insights into action.
Clear, concise communicator with a strong executive presence.
High integrity, strong learning agility, and resilience in a fast-changing environment.
