Senior Director IT – CRM and Commercial Enablement

Starkey•Eden Prairie, MN

1d•Onsite

About The Position

Lead the technology strategy that powers customer engagement, sales growth, and digital commerce across a global organization. As the Senior Director of IT – CRM & Commercial Enablement, you'll shape the future of enterprise CRM, partnering with executive leaders to deliver scalable, data-driven solutions that enhance both B2B and B2C customer experiences while driving measurable business impact. Starkey is a world leader in the manufacturing and distribution of advanced hearing technologies. We are in the business of connecting people and changing lives. Our teams come to work each day focused on ensuring people everywhere have the products and services they need to hear better and live better. Founded in 1967 by Bill Austin, Starkey is known for our cutting-edge hearing health innovations, industry-leading research and development, and not being afraid to push the edge of what’s possible. We are headquartered in Eden Prairie, Minnesota, have over 5,000 employees in 29 facilities across the globe, and do business in more than 100 markets worldwide.

Requirements

Bachelor's Degree or equivalent experience
At least 10+ years of progressive technology leadership experience and 7+ years in a leadership capacity working in CRM or other commercial facing roles
Hands-on leadership experience with major CRM platforms, including Salesforce and Microsoft Dynamics 365, including platform strategy, implementation, integration, adoption, and ongoing optimization.
Experience supporting commercial business functions, including sales, customer support, account management, marketing, training, customer success, retail, or subsidiary operations.
Demonstrated success translating business strategy into scalable technology capabilities, investment plans, operating models, and measurable business outcomes.
Experience driving adoption and continuous improvement, including training, stakeholder engagement, process redesign, operational metrics, and feedback loops.
Ability to lead through influence, building trust with business partners while maintaining technology discipline, governance, and prioritization.
Salesforce Health Cloud CRM
Microsoft Dynamics CRM and F&O
Microsoft Power BI
Microsoft Copilot or equivalent generative AI platforms
Understanding of sales, service and marketing metrics
Business Acumen
Knowledge of best practices for IT including operating models and organizational design.
Knowledge of business theory, business processes, management, budgeting, and general operations.
Strong project and program management skills.
Desire and aptitude to be outside-in, applying industry trends and opportunities to improve Starkey.
Conceptual thinking
Able to translate industry trends into Starkey business opportunities.
Expert capability translating business objectives into actionable, achievable initiatives.
Able to present complex ideas in business-friendly language.
Collaboration
Ability to communicate effectively across all organizational levels, and influence leadership.
Eager partner to peers within IT, Marketing, and other departments.
Proven relationship builder with a strong personal brand.
Decisiveness
Able to distinguish what is required versus what is “nice to have.”
Able to manage conflicting stakeholder needs and wants.
Exhibits leadership presence in all settings.

Nice To Haves

Experience in healthcare, medical device, retail, manufacturing, or regulated industries is preferred.

Responsibilities

Define and lead the enterprise vision, roadmap, and governance for CRM and connected platforms across the company.
Ensure CRM capabilities effectively support sales execution, account management, opportunity lifecycle management, and customer data consistency across channels.
Ensure the smooth and continuous operation and support of CRM technologies.
Drive adoption, data quality, and continuous improvement across commercial teams.
Align CRM capabilities with evolving sales models, customer engagement strategies, and growth priorities across both B2B and B2C operations.
Perform other duties/responsibilities as assigned
Provide strategic technology leadership for CRM and customer engagement capabilities supporting B2C businesses and subsidiary operations.
Balance enterprise standards with business agility to deliver solutions that are fit for purpose, cost-effective, and appropriately governed.
Serve as a trusted advisor to business leaders on CRM, customer data, and commercial technology decisions.
Enable B2C and subsidiary organizations to scale while maintaining alignment with enterprise data, customer, and technology strategies.
Serve as the senior IT partner to Sales and Customer Support leadership for B2B commercial enablement.
Enable B2B sales effectiveness through process automation, workflow optimization, scalable account management models, and trusted analytics and forecasting tools.
Translate commercial strategy into technology investments, execution plans, and measurable business outcomes.
Oversee CRM-enabled customer support capabilities, including case management, service workflows, and visibility into customer history across Sales and Support.
Inspire, lead and develop teams responsible for CRM and Commerce technologies.
Establish standards for CRM governance and prioritization across B2B and B2C business needs, as well as for data quality, security, compliance, and release discipline.
Manage relationships with system integrators, SaaS vendors, and technology partners to support delivery excellence and long-term platform value.
Own budget planning, investment prioritization, and portfolio governance for CRM and commercial enablement platforms.