Manager, Commercial Process Excellence & CRM Strategy

Key Responsibilities

Commercial Process Leadership

• Lead the evaluation, design, documentation, and optimization of end-to-end commercial processes.
• Identify opportunities to improve efficiency, data quality, customer experience, and business performance.
• Develop and maintain process governance standards and best practices.
• Facilitate cross-functional process improvement initiatives across Sales, Customer Service, Marketing, Finance, and Operations.
• Establish and monitor process performance metrics and KPIs.

CRM Strategy & Governance

• Serve as the business owner for Salesforce and related commercial applications.
• Define CRM roadmap priorities in alignment with business objectives.
• Manage enhancement requests, business requirements, and prioritization activities.
• Partner with IT and vendors to deliver system improvements and integrations.
• Ensure CRM data integrity, governance, security compliance, and adoption.

Business Analysis & Continuous Improvement

• Gather and translate business requirements into scalable solutions.
• Lead workshops and stakeholder interviews to identify process gaps and opportunities.
• Analyze business performance data and recommend improvements.
• Apply Lean, Six Sigma, or continuous improvement methodologies to optimize workflows.
• Support business case development for process and technology investments.

Change Management & User Adoption

• Drive organizational change initiatives related to process and technology improvements.
• Develop communication, training, and adoption strategies.
• Lead user acceptance testing and deployment activities.
• Monitor user adoption and identify opportunities to increase utilization and effectiveness.
• Serve as a trusted advisor to business leaders on process best practices.

Project & Vendor Management

• Lead cross-functional projects supporting commercial transformation objectives.
• Manage project timelines, risks, resources, and stakeholder expectations.
• Coordinate with software vendors, consultants, and implementation partners.
• Ensure deliverables meet quality, business, and compliance requirements.

Qualifications

Education

• Bachelor's degree in Business Administration, Information Systems, Engineering, Operations Management, or related field.
• Master's degree preferred.

Experience

• 5+ years of experience in business process management, CRM strategy, sales operations, customer service operations, or commercial excellence.
• 3+ years leading cross-functional projects and improvement initiatives.
• Experience supporting Salesforce or other enterprise CRM platforms.
• Strong understanding of commercial operations, customer lifecycle management, and customer experience processes.
• Experience with change management and technology adoption initiatives.

Preferred Qualifications

• Salesforce certifications.
• Lean Six Sigma Green Belt or Black Belt certification.
• PMP, PMI-ACP, or equivalent project management certification.
• Experience with CRM integrations, analytics, dashboards, and reporting tools.
• Experience working within industrial, manufacturing, or B2B environments.

Key Competencies

• Business Process Optimization
• Commercial Operations
• CRM Strategy & Governance
• Data Analysis & Reporting
• Stakeholder Management
• Change Leadership
• Project Management
• Continuous Improvement
• Customer Experience Management
• Strategic Thinking
• Communication & Facilitation
• Problem Solving

Success Measures

• Increased CRM adoption and user satisfaction.
• Improved commercial process efficiency and cycle times.
• Higher data quality and governance compliance.
• Successful delivery of strategic enhancement projects.
• Measurable improvements in customer and employee experience.
• Achievement of commercial transformation objectives.

The salary range for this position is $120,000 to $135,000 plus bonus. Starting pay is dependent on multiple factors, such as skills, experience, and work location, and is not typically at the top of the range. At Xylem, we offer a competitive compensation package with a generous benefit package, including Medical, Dental, and Vision plans, 401(k) with company contribution, paid time off, paid parental leave, and tuition reimbursement.

#LI-SUTTONMOORE 

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG). Proud to be an Equal Employment Opportunity (including disability and veterans) and Affirmative Action workplace, Xylem fosters an inclusive environment free from discrimination or harassment. 

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology! #XylemCareers #GlobalImpact #WaterInnovation