PSNA Converting CRM Business Area Lead

International Paper • Memphis, TN

7d • Onsite

About The Position

· Accountable for the end-to-end success of CRM capabilities within an assigned
business area.

· Reports directly to the NAC CRM Product Owner; serves as the business and
functional owner for the domain, translating business strategy into CRM
solutions and driving adoption, value realization, and continuous improvement.

· Partner closely with Sales, Marketing, Service, IT, Commercial Enablement, and
external vendors to ensure Salesforce capabilities align with enterprise
standards and deliver measurable business outcomes for the International Paper
Converting organization.

· Serve as the primary business and functional owner for Salesforce capabilities
within the assigned area vertical.

· Translate business objectives, operational needs, and success metrics into a
prioritized CRM backlog and enhancement roadmap.

· Partner with Sales, Marketing, and Service stakeholders to identify
opportunities where Salesforce can improve efficiency, visibility, and customer
engagement.

· Lead cross-functional delivery for CRM initiatives, providing clear direction
on business requirements, functional design, and acceptance criteria.

· Act as the decision authority for area-specific CRM requirements, balancing
business value, user experience, and platform standards.

· Develop and drive user adoption and change management through training,
communications, and rollout planning.

· Plan and lead user acceptance testing to validate solutions against defined
business outcomes and readiness standards.

· Oversee Salesforce user access, roles, and permissions for the business area
to ensure appropriate security, compliance, and usability.

· Ensure reporting and dashboards support performance monitoring,
decision-making, and customer insights.

· Develop and maintain area-specific process documentation, governance
artifacts, and training materials to support scalability and sustainability.

· Provide functional oversight of Salesforce administration activities related
to the assigned domain, ensuring platform stability and continuous improvement.

Requirements

• Strong business acumen with deep understanding of business processes and CRM best practices
• Salesforce Administrator Certification (required)
• Bachelor’s degree or equivalent relevant work experience
• Strong project and delivery management skills
• High attention to detail with the ability to manage competing priorities
• Ability to stay current on Salesforce features, enhancements, and best practices
• Excellent Verbal and Written Communication
• Strong interpersonal and stakeholder-management skills
• Customer Focus
• Drive for Results
• Organizational Agility
• Business Acumen
• Problem Solving
• Action-Oriented mindset

Responsibilities

• Accountable for the end-to-end success of CRM capabilities within an assigned business area.
• Translate business objectives, operational needs, and success metrics into a prioritized CRM backlog and enhancement roadmap.
• Lead cross-functional delivery for CRM initiatives, providing clear direction on business requirements, functional design, and acceptance criteria.
• Develop and drive user adoption and change management through training, communications, and rollout planning.
• Plan and lead user acceptance testing to validate solutions against defined business outcomes and readiness standards.
• Oversee Salesforce user access, roles, and permissions for the business area to ensure appropriate security, compliance, and usability.
• Ensure reporting and dashboards support performance monitoring, decision-making, and customer insights.
• Develop and maintain area-specific process documentation, governance artifacts, and training materials to support scalability and sustainability.
• Provide functional oversight of Salesforce administration activities related to the assigned domain, ensuring platform stability and continuous improvement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees