Sr Manager, Customer Relationship Management (Hybrid)

RTX•Windsor Locks, CT

4d•Hybrid

About The Position

The Sr. Manager of the Customer Relationship Management (CRM) team will support the development, maintenance and continuous improvement of the Salesforce CRM platform and environment and other legacy applications. This role is a critical member of the CRM team to drive accountability for the delivery of CRM transformation and related operations used to enable business capabilities and services across the Collins footprint. Leveraging platform capabilities, business insights, and strong vendor management, this role will make recommendations to enhance the overall service delivery experience. This role will bring current knowledge and future state vision for transforming the CRM environment including its processes and technology. You will coordinate and coach team members and partner with stakeholders at all levels of the organization to identify areas of opportunity within Collins, implementing solutions to drive increased sales, support and best-in-class customer experience through simplification and adoption. This is a hybrid-based position at one of Collins’ major facilities.

Requirements

Typically requires a University Degree and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience.
Minimum Bachelor’s degree or equivalent work experience with employee/customer experience.
Minimum 3 years’ experience related to Agile development, preferably in shared service environment.
Minimum 8 years’ experience with Salesforce or CRM-like solutions.
U.S. citizenship is required, as only U.S. citizens are authorized to access the technical publication documentation available in the system due to government contractual requirements.

Nice To Haves

Excellent communication skills (written and oral) with all levels of the organization.
Outstanding problem-solving skills and superior customer service skills.
Ability to work with highly sensitive and confidential data with good business judgment and ethics.
Work effectively in a matrix and team environment and collaborate across lines of business and function, (virtually as well as in-person).
Scope and effectively manage multiple activities concurrently, with a strong attention to detail.
Ability to work in a deadline-driven atmosphere with attention to details.
Proficient in JIRA or like Dev Ops solution.

Responsibilities

Accountable for the Salesforce Customer Relationship Management (CRM) platform and various other legacy CRM applications including vendor management, development, cybersecurity, maintenance, testing, implementation and production.
Partner with stakeholders including Strategic Business Unit (SBU) product owners, BU partners and digital services to identify areas of opportunity, implement solutions to drive enterprise synergies and company-wide simplification.
Contribute to the development and execution of the enterprise-wide digital strategy while ensuring alignment to the top-level goals of the business.
Drive the building, documentation, training, and ongoing honing of technical standards, platform governance, and application monitoring.
Provide technical and functional direction to a global team of developers to meet project milestones as well as ensure that all available capabilities within the CRM platform are leveraged to improve employee efficiency within Collins Aerospace.
Ensure all solutions developed are fit for purpose, in alignment with best practices using Agile principles, prioritizing use of out-of-the-box functionality and are built with enterprise scale in mind.
Drive proactive upgrades, maintenance and enhancements to platform and ensure availability for employees accessing information.
Influence key stakeholders (SBU/Functions SMEs) on key platform changes and enhancements.
Partner with stakeholders on key Collins initiatives to improve CRM platform, encourage adoption of standard functionality and out-of-the-box solutions to minimize customization and maintenance requirements.
Support the education, growth, and training plans for the team, fostering skill development and continuous improvement to achieve organizational goals.
Consult across the enterprise on the best solution for complex business needs, balancing cost, efficiency and platform performance.

Benefits

Medical, dental, and vision insurance.
Three weeks of vacation for newly hired employees.
Generous 401(k) plan that includes employer matching funds and separate employer retirement contribution, including a Lifetime Income Strategy option.
Tuition reimbursement program.
Student Loan Repayment Program.
Life insurance and disability coverage.
Optional coverages you can buy pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.
Birth, adoption, parental leave benefits.
Ovia Health, fertility, and family planning.
Adoption Assistance.
Autism Benefit.
Employee Assistance Plan, including up to 10 free counseling sessions.
Healthy You Incentives, wellness rewards program.
Doctor on Demand, virtual doctor visits.
Bright Horizons, child, and elder care services.
Teladoc Medical Experts, second opinion program.