Senior Manager, Change Management, CRM Program
Senior Manager, Change Management, CRM Program
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Job Description
POSITION SUMMARY
The Change Management Lead CRM Program is responsible for the strategic planning facilitation and execution of enterprise-wide change management initiatives in support of the organizations transformational objectives including a major enterprise CRM platform transition and associated process and data model changes. This position is instrumental in ensuring the effective transition to new systems processes and operational models with a strong emphasis on driving adoption and sustaining long-term change.
This role will collaborate closely with various levels of leadership and stakeholders across the Performance Coatings Group and Consumer Brands Group to ensure consistent communication alignment and engagement throughout the change lifecycle. Serving as the central point of coordination for all change management efforts they will ensure initiatives are executed with precision and in alignment with organizational priorities from initial planning through to successful implementation.
Job duties include contact with other employees and access confidential and proprietary information and/or other items of value and such access may be supervised or unsupervised. The Company therefore has determined that a review of criminal history is necessary to protect the business and its operations and reputation and is necessary to protect the safety of the Companys staff employees and business relationships.
Responsibilities
CORE RESPONSIBILITIES AND TASKS
Develop and execute comprehensive change management strategies and implementation plans.
Lead stakeholder analysis and persona development to tailor engagement approaches.
Assess how change initiatives align with and impact business objectives.
Facilitate visioning and leadership alignment sessions to ensure unified direction.
Conduct and deliver detailed change impact assessments.
Design and implement targeted engagement strategies to drive adoption.
Develop and lead multi-channel communication plans that clearly explain the rationale benefits timelines and expectations tied to the transition.
Design and deliver training material and experiences tailored by role integrating new workflows terminology and platform capabilities.
Provide coaching and support to leaders and teams throughout the transformation journey.
Monitor adoption progress and measure effectiveness using readiness assessments and feedback tools.
Identify assess and mitigate change-related risks and resistance.
Collaborate with project teams and program managers to integrate change management into broader initiatives.
Leverage behavioral and adoption metrics to evaluate engagement and refine strategies for optimal impact.
Partner with IT Sales Excellence Marketing Communications Learning & Development Digital Creative Services Division Marketing and other internal stakeholders to implement communication strategies that enhance employee experience and advocacy.
Facilitate structured employee feedback loops engagement surveys and advocacy programs to mitigate resistance and accelerate adoption.
Establish clear key performance indicators (KPIs) to track user engagement platform adoption and change sustainability during and post deployment ultimately evaluating the change initiatives progress.
Analyze data-driven insights from engagement metrics feedback and adoption rates to continuously optimize strategies.
Refine and evolve change management approaches based on both qualitative and quantitative insights to enhance effectiveness and stakeholder engagement.
Use behavioral change and adoption metrics to assess engagement levels and refine strategies for maximum impact.
Qualifications
POSITION REQUIREMENTS
FORMAL EDUCATION:
Required:
- Bachelors degree or higher in business psychology communications or related field.
KEY SKILLS & COMPETENCIES:
Required:
- 7 years change management experience preferably in a B2B marketing environment.
Demonstrated history of effective change management and implementation
- Expertise in defining project scope goals deliverables and establishing accountability frameworks (e.g. RACI matrices).
- Analytical problem-solving skills with a proactive results-driven approach.
- Solution oriented and team players
- Strong communication skills excellent verbal written and interpersonal skills
Strong stakeholder management skills
Strategic influence & leadership proven ability to engage advise influence and drive collaboration in matrixed environment. Strong facilitation skills to drive influence and alignment across various stakeholder groups
Strong knowledge of up-to-date communication channels and effectiveness (e.g. Yammer etc.)
Excellent communication skills with the ability to lead conversations and create stakeholder engagement with clients and colleagues across an organizational hierarchy
Experience with change management methodologies (e.g. Prosci ADKAR)
Project management capabilities
Strong demonstrated ability in PowerPoint Excel MS Project and other Microsoft tools to develop work plans articulate complex issues analyze data and structure information
Strong organizational skills
Employee engagement & advocacy experience in designing internal communication initiatives that improve employee experience.
Strong collaboration & cross-functional leadership Experience working across matrixed organizations with internal and external stakeholders.
Self-motivated & adaptable ability to set priorities meet deadlines with minimal supervision.
Preferred:
Change management certification (Prosci CCMP)
Experience managing change initiatives involving enterprise platform transitions (CRM ERP etc)
Experience in a similar industry
Knowledge of organizational development principles
Experience with large-scale transformations
User experience background
Instructional Design background
Ability to build relationships quickly
- Experience working with vendors
TECHNICAL/SKILL REQUIREMENTS:
- Microsoft Office Suite (Excel PowerPoint Word Teams CoPilot Dynamics)
- Adobe Suite (Marketo Experience Platform Workfront CDP)
- CRM & Marketing Automation Tools (Salesforce Microsoft Dynamics)
TRAVEL REQUIREMENTS: (TIME SPENT AWAY FROM HOME OR OTHER TYPICAL OFFICE LOCATION)
- 20%
WORK SCHEDULE:
- Monday through Friday 37.5 hours per week
- Hybrid: This position is eligible to work in the office three days a week and has the option to work remotely two days a week.
This position is not eligible for sponsorship for work authorization now or in the future including conversion to H1-B visa.
Required Experience:
Senior Manager
Employment Type
Full Time
