3 weeks ago
Director, CRM Strategy & Operations
Excellus BCBS
New York, USA (Remote)Full time$138K/yr – $248K/yr
Marketing jobs
2 marketing jobs
Director, CRM Strategy & Operations
New York, USA (Remote)
$138K/yr – $248K/yrDirector/Executive10+ years expFull time
Posted 3 weeks ago
Job Summary
Owns enterprise CRM strategy and governance, leads modernization, and drives adoption and value across sales, marketing, and customer engagement; collaborates across IT and business units to deliver roadmap, enablement, and governance.
- Own CRM vision and transformation roadmap
- Lead adoption, training, and change management
- Manage vendor relationships and data governance
Job Description
Responsibilities
- Develops and executes the enterprise CRM vision, strategy, governance framework, and multi-year transformation roadmap to ensure CRM capabilities align with organizational objectives, customer engagement strategies, sales processes, and operational priorities.
- Serves as the business owner and strategic advisor for CRM administration, operations, lifecycle management, and continuous improvement, establishing policies, procedures, controls, and standards that ensure platform integrity, reliability, scalability, security, and compliance.
- Leads CRM modernization and transformation initiatives that improve user experience, customer intelligence, workflow efficiency, operational effectiveness, sales productivity, and measurable business value.
- Partners with teams across the enterprise and business leaders to optimize customer-facing processes, standardize relationship management practices, and align business requirements with CRM capabilities.
- Ensures CRM workflows effectively support lead management, opportunity management, account and contact management, customer engagement, pipeline visibility, forecasting, relationship management, and other critical business processes while promoting organizational consistency and adoption.
- Develops and manages CRM roadmaps, enhancement portfolios, backlogs, release schedules, and investment priorities, ensuring platform enhancements and technology investments deliver strategic and operational value.
- Oversees enhancement planning, requirements evaluation, prioritization, development, testing, deployment, upgrades, change management, and technical debt management, ensuring solutions are thoroughly tested, documented, and successfully adopted.
- Establishes and maintains governance and operating standards for testing environments, sandbox administration, user acceptance testing, functional testing, regression testing, release validation, deployment readiness reviews, and quality assurance processes.
- Develops and implements strategies that drive CRM adoption, utilization, user satisfaction, and organizational effectiveness through training programs, documentation, communications, enablement resources, and change management initiatives.
- Monitors platform performance, utilization, adoption, service delivery, user engagement, operational effectiveness, release outcomes, and value realization metrics, identifying opportunities for continuous improvement.
Requirements
- Bachelor's degree in Business Administration, Information Technology, Marketing, Customer Experience, Analytics, Operations Management, or related field. Master's degree preferred. A combination of education and experience may be considered.
- Ten (10) or more years of progressive experience in CRM administration, CRM operations, sales operations, customer engagement technologies, business systems management, or related disciplines.
- Healthcare or other highly regulated industry experience preferred.
- Five (5) or more years of leadership experience managing teams, enterprise platforms, business applications, or transformation initiatives.
- Demonstrated experience leading CRM platform strategy, administration, governance, enhancement management, and adoption programs.
- Experience with one or more enterprise CRM platforms, including Salesforce, Microsoft Dynamics 365, SAP CRM, Oracle CX, or similar enterprise CRM solutions.
- Experience supporting sales process optimization, customer engagement workflows, business process transformation, and user enablement initiatives.
- Strong understanding of:
- CRM governance
- Platform administration
Preferred
- Master's degree preferred
Excellus BCBS
3.6 Glassdoor
Excellus BlueCross BlueShield, a nonprofit independent licensee of the BlueCross BlueShield Association, is part of a family of companies that finances and delivers vital health care services to about 1.5 million people across upstate New York. Excellus BlueCross BlueShield provides access to high-quality, affordable health coverage, including valuable health-related resources that our members use every day, such as cost-saving prescription drug discounts and wellness tracking tools. To learn more, visit excellusbcbs.com.
Founded in 1932
Rochester, New York, USA
3.7K employees
72% recommend to a friend
72% CEO approval
Salaries
Posted range
$138K/yr – $248K/yr
Taken straight from the job posting.
Marketing Team
Median Tenure
5.2 years
Marketing Roles Posted (Last 30 Days)
1
Traffic Signals
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393.1K
Traffic Source Mix
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32.7%
Direct
60.8%
Referral
5.7%
Social
0.5%
Paid
0.3%
Headcount Trend
Current headcount: ~3.8K