Forms Operations Team Lead

Caterpillar•Peoria, IL

6d•Onsite

About The Position

Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do – but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk about progress and innovation here – we make it happen, with our customers, where we work and live. Together, we are building a better world, so we can all enjoy living in it. Cat Digital is the digital and technology arm of Caterpillar Inc., leveraging the latest technologies to build industry leading digital solutions for our customers and dealers. With over 1.5 million connected assets worldwide, our teams use data, technology, advanced analytics, telematics, and AI capabilities to help our customers build a better, more sustainable world. Role Summary We are seeking a strategic and results-driven Form Operations Team Lead to lead enterprise marketing forms strategy and operations across Caterpillar. This role is responsible for defining and standardizing form experiences, intake processes, and operational frameworks that support lead generation, customer engagement, and marketing automation initiatives globally. The individual will partner closely with business units, demand generation teams, CRM, analytics, and legal/privacy stakeholders to drive marketable contact growth and support enterprise lead generation and customer engagement objectives. The role serves as both the strategic lead for forms and contact acquisition and the operational owner for form governance, administration, and continuous improvement.

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Creativity: Knowledge of the approaches, tools, and techniques for promoting creative, original thinking and ability to apply it to a variety of business situations.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Technical Excellence: Knowledge of a given technology and various application methods; ability to develop and provide solutions to significant technical challenges.
Strategic Thinking: Knowledge of the importance of "big picture" thinking and planning; ability to apply organizational acumen and competitiveness to identify and maintain focus on key success factors for the organization.
Vendor/Supplier Management: Knowledge of external provider management processes and ability to effectively manage the business relationship with external providers (e.g. vendors, service providers, contractors, consultants and suppliers).
Digital Marketing: Knowledge of processes, techniques, and platforms of digital marketing; ability to implement or manage digital marketing programs.

Nice To Haves

Bachelor’s degree in Business, Marketing, Marketing Technology, Communications, or related field.
Experience in marketing operations, forms management, lead generation, CRM, or marketing automation.
Working knowledge of Salesforce Marketing Cloud (SFMC) and marketing automation capabilities to support contact acquisition, customer journeys, and enterprise marketing initiatives.
Strong understanding of marketable contact acquisition, data governance, consent management, and customer data quality.
Experience managing enterprise-scale marketing forms and lead capture processes across multiple business units or regions.
Knowledge of CRM, marketing automation, customer data, and lead management platforms.
Experience optimizing customer-facing digital experiences, conversion paths, and form performance.
Strong analytical, problem-solving, troubleshooting, and decision-making skills.
Excellent verbal, written, and stakeholder management skills.
Proven ability to develop and implement scalable processes, standards, and governance frameworks.
Experience driving operational excellence, process improvement, and automation initiatives.
Ability to manage multiple priorities and deliver results in a fast-paced environment.
Strong project management and organizational skills.
B2B and/or B2C marketing experience within large, complex organizations.
Experience building and maintaining process documentation, standards, and internal communications.
Active learner with a passion for emerging technologies, customer experience, and continuous improvement.
Exceptional customer service and cross-functional collaboration skills.

Responsibilities

Lead enterprise marketing forms strategy, governance, and operations.
Define and maintain standards, best practices, and processes for marketing forms and marketable contacts.
Partner with business units, demand generation, CRM, and analytics teams to support lead generation objectives.
Establish and manage the enterprise forms portfolio, including governance, lifecycle management, and reuse strategies.
Drive marketable contact growth by creating streamlined, customer-centric form experiences that improve engagement and conversion.
Serve as the enterprise SME for forms strategy, governance, and contact acquisition.
Oversee the administration and operational management of enterprise marketing forms.
Monitor form performance, data quality, compliance, and operational efficiency.
Lead resolution of form, data capture, integration, and process issues.
Collaborate with CRM and marketing automation teams to ensure seamless data flow and customer experiences.
Identify opportunities to improve conversion rates, usability, and operational efficiency.
Develop reporting and insights to measure form effectiveness and business impact.
Evaluate and recommend process improvements, automation, and new technologies.
Provide strategic guidance on forms, lead capture, and marketable contact best practices.
Drive continuous improvement across form operations, governance, and performance.