Role Summary

The Senior Manager, CRM Transformation will lead the strategy, design, and delivery of enterprise CRM capabilities that enable and optimize the end-to-end Order-to-Cash (O2C) process. This role requires deep functional expertise across O2C and strong command of the Salesforce ecosystem (Sales Cloud, Service Cloud, Manufacturing Cloud, and related platform capabilities), partnering with Sales, Customer Service, Operations, and external system owners (ERP, CPQ, OMS, Billing, and integrations). The role will drive business outcomes through process standardization, capability roadmap execution, and scalable, governed platform delivery.

Key Skills and QualificationsFunctional (Must-Have)Deep expertise in Lead-to-Order (L2O)and Order-to-Cash (O2C) processes and controls, including quoting/pricing, order capture, fulfillment coordination, billing handoffs, claims/returns, and post-sale serviceTranslate O2C business requirements into Salesforce capabilities, ensuring fit-to-standard design where possible and clear justification for configuration/customization where neededDefine and monitor KPIs for O2C performance enabled by CRMStrong understanding of manufacturing/distribution sales motions (direct, channel, key accounts), and how they impact order management and customer service.Salesforce Ecosystem (Must-Have)Strong functional mastery of Salesforce Sales Cloud, Service Cloud, and Manufacturing Cloud in support of O2C use cases (pipeline-to-order, customer case management, account planning, forecasts, partner/channel interactions).Experience designing Salesforce solutions using platform capabilities such as workflows/automation, approval processes, entitlement/service models, knowledge, omni-channel/service console concepts, and data/security model alignment.Understand platform inherent capabilities for AI and Data management & governanceLead CRM transformation initiatives end-to-end: discovery, process design, & executionEstablish and manage a product roadmap for CRM capabilities tied to measurable outcomes (cycle time, conversion, OTIF enablement, dispute reduction, service resolution).

 

Delivery and Leadership (Must-Have)Strong program/product leadership: agile delivery, backlog prioritization, MVP definition, value realization, and change management.Executive-level stakeholder management, facilitation, and decision support.Ability to lead cross-functional teams and influence without direct authority. Experience and Education8–12+ years in CRM, business transformation, or enterprise applications with significant focus on Order to cash5+ years delivering solutions in the Salesforce ecosystem in a product, transformation or program leadership role.Bachelor’s degreeSalesforce certifications (e.g., Administrator, Sales/Service/Platform App Builder) are preferred.