Manager, Commercial Process Excellence & CRM Strategy

Xylem•Morton Grove, IL

About The Position

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions. The Manager, Commercial Process Excellence & CRM Strategy will lead the evaluation, design, documentation, and optimization of end-to-end commercial processes, identify opportunities to improve efficiency, data quality, customer experience, and business performance, and serve as the business owner for Salesforce and related commercial applications. This role also involves defining the CRM roadmap priorities, managing enhancement requests, and partnering with IT and vendors to deliver system improvements and integrations. Additionally, the role requires gathering and translating business requirements, leading workshops, analyzing performance data, and applying continuous improvement methodologies. Change management, user adoption strategies, and cross-functional project management are also key aspects of this position. Xylem offers a competitive compensation package with a generous benefit package, including Medical, Dental, and Vision plans, 401(k) with company contribution, paid time off, paid parental leave, and tuition reimbursement. Join the global Xylem team to be a part of innovative technology solutions transforming water usage, conservation, and re-use. Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities. Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world. At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

Requirements

Bachelor's degree in Business Administration, Information Systems, Engineering, Operations Management, or related field.
5+ years of experience in business process management, CRM strategy, sales operations, customer service operations, or commercial excellence.
3+ years leading cross-functional projects and improvement initiatives.
Experience supporting Salesforce or other enterprise CRM platforms.
Strong understanding of commercial operations, customer lifecycle management, and customer experience processes.
Experience with change management and technology adoption initiatives.

Nice To Haves

Master's degree preferred.
Salesforce certifications.
Lean Six Sigma Green Belt or Black Belt certification.
PMP, PMI-ACP, or equivalent project management certification.
Experience with CRM integrations, analytics, dashboards, and reporting tools.
Experience working within industrial, manufacturing, or B2B environments.

Responsibilities

Lead the evaluation, design, documentation, and optimization of end-to-end commercial processes.
Identify opportunities to improve efficiency, data quality, customer experience, and business performance.
Develop and maintain process governance standards and best practices.
Facilitate cross-functional process improvement initiatives across Sales, Customer Service, Marketing, Finance, and Operations.
Establish and monitor process performance metrics and KPIs.
Serve as the business owner for Salesforce and related commercial applications.
Define CRM roadmap priorities in alignment with business objectives.
Manage enhancement requests, business requirements, and prioritization activities.
Partner with IT and vendors to deliver system improvements and integrations.
Ensure CRM data integrity, governance, security compliance, and adoption.
Gather and translate business requirements into scalable solutions.
Lead workshops and stakeholder interviews to identify process gaps and opportunities.
Analyze business performance data and recommend improvements.
Apply Lean, Six Sigma, or continuous improvement methodologies to optimize workflows.
Support business case development for process and technology investments.
Drive organizational change initiatives related to process and technology improvements.
Develop communication, training, and adoption strategies.
Lead user acceptance testing and deployment activities.
Monitor user adoption and identify opportunities to increase utilization and effectiveness.
Serve as a trusted advisor to business leaders on process best practices.
Lead cross-functional projects supporting commercial transformation objectives.
Manage project timelines, risks, resources, and stakeholder expectations.
Coordinate with software vendors, consultants, and implementation partners.
Ensure deliverables meet quality, business, and compliance requirements.