Senior Manager, CRM Implementation & Operations

AmSpec Group

About The Position

The Senior Manager, CRM Implementation & Operations is the accountable owner of AmSpec’s Microsoft Dynamics 365 CRM platform. The role leads the company’s first enterprise CRM deployment, managing the implementation vendor through go-live, and then operates the platform as a permanent function responsible for administration, user training, data governance, and commercial reporting. The platform is intended to serve approximately 200 users across four business verticals and multiple regions. Situated within Global Commercial Excellence, the role translates commercial processes defined by the EVP into system configuration, workflows, and reporting. It does not design the sales process; rather, it makes the process executable in the system, maintains consistency across verticals, and ensures reliable business data. The position combines technical platform expertise with the ability to drive adoption through influence and collaboration with regional and vertical commercial leaders.

Requirements

Experience implementing a CRM platform.
Technical command of CRM platform administration and configuration.
Ability to manage implementation vendors and hold them accountable to scope, schedule, and budget.
Ability to translate established commercial processes into functional specifications, system configuration, workflows, and reporting.
Ability to lead user acceptance testing and manage data migration and cutover planning.
Ability to develop and deliver training and enablement for global users across regions and time zones.
Understanding of data discipline and user adoption as critical factors in CRM program success.
Ability to establish and enforce data standards and improve data quality.
Ability to build and maintain commercial dashboards and reports and apply KPI definitions consistently.
Ability to drive adoption through influence and work effectively with regional and vertical commercial leaders.
Sound judgment in prioritizing what to build immediately and what to defer.
Clear communication with executives, commercial leaders, and technical teams.

Responsibilities

Own the CRM roadmap and Dynamics 365 platform from selection through steady state, setting priorities for configuration, enhancements, and release management as users, regions, and use cases grow.
Lead the Phase 1 implementation by managing the implementation partner, defining requirements with commercial stakeholders, translating provided commercial processes into functional specifications, overseeing scope, schedule, and budget, leading user acceptance testing, and managing data migration and cutover planning.
Escalate implementation scope, cost, and timeline risks to the EVP early, with recommendations.
Develop and deliver role-based training, quick-reference materials, onboarding content, and ongoing user support for approximately 200 global users, measuring effectiveness through usage and data quality.
Administer and maintain the platform, including security roles, access, user provisioning, configuration changes, workflows, dashboards, and escalation of user issues.
Maintain platform documentation, change control, and a release calendar to ensure modifications are tested, communicated, and traceable.
Own data governance and quality by establishing and enforcing standards for account and contact records, account hierarchies and ownership, duplicate management, required fields, and pipeline stage definitions.
Conduct regular data quality reviews and work with regional leaders to address gaps.
Build and maintain commercial dashboards and reports covering pipeline, account coverage, activity, and KPIs established through the commercial operating model.
Document metric definitions and ensure they are applied consistently across verticals.
Track platform usage by region, vertical, and role; identify adoption gaps; and bring findings and recommendations to the EVP.
Build relationships with regional and vertical leaders to resolve adoption barriers before they become compliance issues.
Coordinate Phase 2 integrations with IT, finance, and operations, including scoping and sequencing integrations, managing integration vendors, and clarifying data flows and ownership. The role governs and coordinates integrations rather than building them.