CRM Program Manager

Position Overview:

Under the direction of the Senior Director of IT, the CRM program manager will lead the planning, execution, and optimization of our Microsoft Dynamics 365 CRM initiatives. This role will be responsible for driving cross-functional collaboration, managing vendor relationships, and ensuring the successful delivery of CRM solutions that align with business goals across all of America’s SBUS. A key responsibility will be building and managing a high-performing CRM team to support the organization’s evolving business needs.

Responsibilities:

Program Leadership and Product Strategy:

· Own the end-to-end delivery of Dynamics 365 CRM programs, including planning, budgeting, resource allocation, and stakeholder communication. 

· Prioritize features and enhancements based on business impact, user feedback, and technical feasibility.

· Lead cross-functional planning sessions to ensure roadmap transparency and alignment.

Cross-Functional Collaboration and Integration:

· Collaborate with business units to gather requirements and translate them into scalable CRM solutions. 

· Oversee system configuration, customization, and integration with other enterprise applications. 

Vendor Management:

· Manage relationships with external vendors, consultants, and Microsoft support. 

Data Governance and Reporting:

· Ensure data integrity, security, and compliance within the CRM environment. 

Continuous Improvement:

· Monitor system performance and user adoption and implement continuous improvements.

· Develop and maintain documentation, training materials, and user support resources. 

· Stay current with Dynamics 365 updates, features, and best practices.

Education:

· Bachelor's degree in Computer Science, Information Systems, or other related field required

Experience:

· 7+ years of experience in IT program/project management, with at least 3 years focused on Dynamics 365 CRM. 

· Strong understanding of CRM business processes, data models, and integration strategies. 

· Proven ability to manage complex projects with multiple stakeholders. 

· Excellent communication, leadership, and problem-solving skills. 

· Microsoft certifications in Dynamics 365 or related technologies are a plus.

Other Requirements:

· Experience with Power Platform (Power BI, Power Apps, Power Automate)

· Proficiency in writing functional specs, process flows, and user stories.

· Familiarity with Agile and Waterfall project methodologies. 

· A valid driver’s license is required for local travel

· Position will be subjected to pre-employment and annual motor vehicle record (MVR) checks. Must be able to successfully pass MVR checks to drive on behalf of the company.

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs