Commercial Excellence Senior Manager

Calumet•Indianapolis, IN

12d

About The Position

At Calumet we deliver innovative specialty products trusted by companies across the globe. We are the foundation to everyday essential products that help millions of people live and thrive. We are headquartered in Indianapolis and have numerous production locations in the US. We are customer focused and utilize our values of collaboration and entrepreneurship to grow the business. We offer a dynamic, high-performance environment where team members can have real input and impact on our business. If you’re ready to roll up your sleeves, treat the business as if it is your own and add value accordingly, come see why we’re Calumet Proud! PURPOSE: The Commercial Excellence Senior Manager serves as the business owner for technology tools used in our Commercial organization, such as our Customer Relationship Management (CRM) platform. The role manages the CRM system's strategic direction and leads enhances to the system and integration with other commercial systems by collaborating with IT for technical implementation. Acts as the bridge between business stakeholders and technical teams, ensuring technology tools for the commercial organization effectively support objectives and drive measurable business value.

Requirements

Bachelor’s degree in Marketing, IT, Business Administration, or a related field.
Experience in communication, managing change, and influencing without authority in a matrixed organization
10+ years of experience in commercial excellence, sales operations, or marketing, with a strong background in technology used in commercial and sales organizations

Nice To Haves

A Master’s degree in Marketing, MBA, or a related field
Professional certifications in digital marketing or specific tools (e.g., Salesforce or SAP C4C, PowerBI or Tableau, Qualtrix, Google Analytics, HubSpot, etc.)
Experience in petrochemical industry

Responsibilities

Commercial Tools Strategy & Business Ownership - Oversee the strategic direction and roadmap of the platforms used by the Commercial (Sales) organization
Usage and Enhancements
Collaborate with department leaders to align CRM capabilities with business needs
Determine CRM enhancement priorities based on business needs and strategic alignment
Establish governance policies for CRM usage, data standards, and security
Build process and ensure team executes on leveraging our CRM to track integrated marketing campaigns to ensure maximum impact and reach.
Develop user training programs to maximize CRM adoption and proficiency
Create and maintain documentation, guides, and best practice resources
Identify and support departmental CRM champions to drive user adoption
Provide guidance on best practices for CRM utilization
System Expansion and Enhancements
Perform strategic solution assessments from a commercial value perspective and lead tactical implementation on add-on technologies to the CRM, such as Service Cloud (Ticket and Dispute Management), SAP Emarsys (Marketing Engagement) or Qualtrics Integration (Transactional and CX Surveys)
Serve as lead for the commercial organization for integration of the CRM with other systems such as pricing, ERP and reporting systems
Reporting
Develop, deliver and train on reports that track activities and opportunities in CRM
Build and deliver a strategy for integrating CRM reporting with other key reporting tools used by the business, such as PowerBI, BOBJ or other reporting tools
Build process for tracking and reporting on leads in CRM system and ensure cross functional team executes on following and leveraging
Customer Experience Management
Leverage CRM and other technologies such as Qualtrix to design and implement Customer Experience survey programs to gather user feedback
Analyze survey results to identify trends and improvement opportunities
Translate customer insights into actionable enhancements
Monitor customer satisfaction metrics and drive continuous improvement initiatives
Conduct research on new technologies that might improve effectiveness and efficiency of commercial organization