Manager ProServices-Program & Technology Management

Lowe's Companies, Inc.•Mooresville, NC

7d•Onsite

About The Position

This role manages customer service systems and leads system strategy to ensure field and store service teams have the tools they need to capitalize effectively on sales opportunities. The position manages requests for system enhancements and leads the forward-looking strategy and roadmap delivery for CRM systems, supporting the effective delivery of Lowe’s ProServices sales strategy. The position is based at Lowe’s headquarters in Mooresville, North Carolina. The corporate office offers opportunities to collaborate and access amenities including walking areas, food and coffee, a workout facility, and health check-ups.

Requirements

Bachelor’s degree in MIS, Economics, or a related field, or equivalent years of experience in lieu of the education requirement, if applicable.
Three years of experience in a large sales organization managing CRM systems.
Demonstrated experience gathering and transforming customer needs into an actionable product vision and requirements definition.
Strong user experience and design sense, with a record of building great products.

Nice To Haves

Experience in omni-channel retailing or B2B sales.
Experience designing, developing, and building collaborative or social web technologies in the consumer or enterprise space.
Experience presenting to executive leadership and handling sensitive customer escalations.

Responsibilities

Lead the strategy and design of system enhancements to meet ProServices sales operational needs.
Manage cross-functional teams implementing roadmaps for CRM system enhancements.
Work with IT and Finance to forecast project budgets for system enhancements.
Communicate with cross-functional teams to support fast and accurate delivery of essential sales data reports.
Serve as a subject matter expert on the Pro-CRM system and Pro-customer data needs for large enterprise initiatives.
Lead cross-functional defect-resolution initiatives to ensure CRM systems operate effectively.
Collaborate with Stores and Field Sales Leadership to gather system feedback and turn it into actionable plans for optimal selling support.
Facilitate communication among internal stakeholders and vendor partners throughout delivery, ensuring system functionality meets internal customers’ needs and is widely adopted.