CRM Transitional Lead

Capitol Federal® Savings Bank•Topeka, KS

4d•Onsite

About The Position

The CRM Transformation Lead will own the end-to-end design, selection, implementation, and enterprise adoption of the organization’s first formal CRM platform. This role exists to address critical gaps in deal flow visibility, missed sales opportunities, inconsistent customer data, and limited reporting. This role will partner closely with Sales, Relationship Managers, Credit, Marketing, IT, and Executive Leadership to ensure the CRM becomes a core operating system—not just a database.

Requirements

8+ years of experience in Sales Operations, CRM Enablement, Revenue Operations, or Business Analysis
Demonstrated success leading a CRM implementation from little or no formal system to enterprise-wide adoption
Strong stakeholder influence without formal authority
Ability to balance executive expectations with front-line realities
Excellent process-mapping and simplification skills
Data-driven mindset with practical business judgment
Comfortable operating in ambiguity and building from “white paper” states
Strong business‑to‑technical communication skills
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs.
Must be capable of climbing/descending stairs in emergency situation.
Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.
Must be able to routinely perform work on computer for an average of 6-8 hours per day.
Must be able to work extended hours whenever required or requested by management.
Regular in-office attendance required.
Must be able to work independently or as a part of a team, manage multiple tasks, and remain calm and professional in a fast-paced environment.
Strong interpersonal skills, attention to detail, and the ability to handle sensitive situations with discretion are essential.

Nice To Haves

Experience within: Banking, Financial services, Lending, Wealth management, Highly regulated environments
Experience with one or more of the following is a plus, but not mandatory: Salesforce (Sales Cloud, Financial Services Cloud), Microsoft Dynamics 365, HubSpot, nCino, CRM systems, or banking-adjacent platforms

Responsibilities

Serve as the single-threaded owner for CRM strategy, roadmap, and outcomes
Translate business goals (revenue growth, pipeline health, customer insights) into CRM capabilities
Define what “good” looks like for CRM usage, data quality, and sales discipline
Document and redesign sales and relationship management workflows currently handled via spreadsheets, email, or manual tracking
Standardize lead, opportunity, and customer lifecycle definitions
Align CRM processes with credit, onboarding, and servicing workflows common to banking environments
Engages credibly with technical teams
Lead CRM platform evaluation and selection (platform-agnostic approach)
Partner with IT and vendors on configuration, integration, security, and compliance
Ensure the solution meets regulatory, audit, and data governance expectations
Drive behavior change across sales and relationship teams
Design dashboards, reports, and scorecards that sales leaders actually use
Establish training, enablement, and ongoing support models
Embed CRM into daily sales routines, pipeline reviews, and leadership meetings
Define core KPIs for pipeline health, sales performance, and customer engagement
Ensure data accuracy, completeness, and consistency
Enable executive-level reporting that replaces anecdotal or manual reporting