Director of CRM Operations

Swinerton•Concord, CA

2d•$175,000 - $225,000

About The Position

The Director of CRM Operations plays a pivotal role in leading the development, execution, and optimization of Swinerton’s CRM and related marketing/pursuit systems and strategic business initiatives. Reporting directly to the Director, National Pursuits, this position acts as a bridge between Sales, Operations, Finance, Marketing, IT, and other internal business partners, ensuring the effective use of CRM and marketing technology and data analytics to drive strategic growth, client engagement, proposal development efficiency, and competitive advantage.

Requirements

Strategic thinking and the ability to connect data insights with long-term organizational goals.
Strong analytical and problem-solving capabilities with a proven ability to derive actionable insights from complex data sets.
Excellent communication and interpersonal skills to engage effectively with stakeholders at all levels.
Expertise in managing CRM platforms (e.g., Salesforce) and marketing automation tools.
Demonstrated leadership and team-building abilities to grow and develop staff and drive cross-functional collaboration.
Ability to synthesize market and internal data to inform business and operational decisions.
12+ years of experience in CRM management, data analytics, business strategy, or related fields.
3-5+ years of experience managing individuals and cross-functional teams.
Proven track record of using data and technology to drive strategic initiatives and process improvements.
Strong knowledge of sales, marketing, and operational workflows in a corporate environment.
5-10+ Years of experience leading enterprise-wide technology and business process change initiatives.

Responsibilities

Partner with senior leadership to create and execute long-term strategic plans that align with Swinerton’s growth objectives and market positioning.
Lead collaborative assessments and workshops with cross-functional leaders to define future-state vision, strategic goals, and key success metrics.
Prioritize enterprise-wide initiatives by developing strategic use cases, evaluating the impact of proposed changes, and supporting informed decision-making.
Drive accountability and measurable success through meaningful KPIs, progress tracking, and transparent reporting.
Lead the development, implementation, and execution of a comprehensive CRM and marketing automation strategy aligned with business goals.
Serve as the organization’s CRM champion, driving adoption, user engagement, and governance across all departments.
Define system requirements and collaborate with IT and vendors to support system enhancements, integrations, and troubleshooting.
Monitor data quality through regular data analysis, validation rules, and scheduled reports, ensuring consistent, accurate, and actionable data.
Develop and implement scalable and repeatable CRM-related business processes that support user adoption and operational efficiency.
Oversee and Manage strategy for and execution of companywide CRM training programs (virtual, in-person, or webinar) to enhance system usage and best practices.
Establish and track CRM KPIs and performance metrics to measure ROI and inform future enhancements.
Inspire, motivate, and guide cross-functional teams in the execution of CRM and pursuit strategic initiatives.
Serve as a liaison and advocate across departments to ensure CRM and pursuit tools, analytics, and business strategies align with evolving business processes and needs.
Foster a collaborative and innovative culture that supports organizational adaptability, continuous improvement, and smart, thoughtful growth.
Act as an effective change agent, leveraging stakeholder engagement and change management techniques to promote alignment and user buy-in.