Director of CRM

EPS•Urbana, IL

22h

About The Position

The Director of CRM is responsible for the strategic leadership, design, governance, and continuous improvement of the company’s Customer Relationship Management (CRM) platform. This role ensures the CRM is structured to support business objectives, drives enterprise-wide adoption, and delivers actionable insights through reporting and analytics. The Director of CRM partners closely with Sales, Operations, Marketing, Finance, and IT to align CRM capabilities with business processes, optimize user experience, and enable data-driven decision making across the organization.

Requirements

Strong analytical and problem-solving skills with the ability to translate business needs into system solutions
Proven ability to lead complex, cross-functional projects from concept to execution
Excellent communication skills, with the ability to engage and influence stakeholders at all levels
Strategic thinker with a hands-on approach to execution and problem-solving
Demonstrated ability to drive adoption and manage organizational change
Bachelor’s degree required (Business, Information Systems, or related field preferred)
7–10+ years of experience in CRM management, business systems, or related roles
3–5+ years in a leadership role driving CRM strategy and implementation
CRM strategy, governance, and system design
Business process mapping and optimization
Data analysis, reporting, and dashboard development
Change management and user adoption strategies
Project management and cross-functional leadership
Ability to translate technical concepts into clear business terms
Strong organizational skills with the ability to manage multiple priorities
Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)

Nice To Haves

Experience with leading CRM platforms (e.g., Salesforce, Microsoft Dynamics, etc.) preferred

Responsibilities

Define and lead the overall CRM strategy, ensuring alignment with company growth objectives and commercial priorities
Serve as the business owner of the CRM platform, including governance, roadmap, and prioritization of enhancements
Establish standards for CRM structure, data integrity, and system design across business units
Manage vendor relationship for system optimization and cost controls
Oversee CRM architecture, workflows, and system design to support scalable, efficient business processes
Partner with functional leaders to evaluate current processes and implement improvements within the CRM
Drive standardization of sales, operations, and customer management processes across the organization
Translate business requirements into system capabilities in partnership with IT and external vendors
Lead CRM adoption initiatives, ensuring consistent and effective usage across all user groups
Develop training programs, playbooks, and best practices to improve user engagement and proficiency
Monitor adoption metrics and drive accountability with leadership teams to ensure compliance and utilization
Develop and oversee CRM reporting frameworks to provide visibility into pipeline, sales performance, customer activity, and operational KPIs
Ensure leadership has access to accurate, timely, and actionable data for decision-making
Partner with Finance and business leaders to align CRM reporting with forecasting and performance management processes
Identify opportunities to improve efficiency, data quality, and user experience within the CRM
Lead cross-functional initiatives to streamline workflows and eliminate manual or redundant processes
Manage a prioritized pipeline of system enhancements and process improvements
Act as the primary liaison between business units and IT for CRM-related initiatives
Facilitate workshops with stakeholders to gather requirements, align priorities, and drive solutions
Communicate system updates, enhancements, and changes clearly across the organization