CRM Business Lead, Commercial & Industrial

PURPOSE OF THE JOB

The CRM Business Lead is responsible for managing, analyzing, and optimizing our Customer Relationship Management (CRM) system to improve customer engagement, sales team performance, and business processes. This position is accountable for contributing to the Commercial & Industrial Insulation business growth by providing value-added support, analysis, and collaboration both internally and externally. The ideal candidate will have a strong understanding of CRM systems, data analysis, and marketing automation tools.

Reports to: Director, Commercial Excellence

Travel:Minimal Travel (5-10%).

Location: Toledo, OH preferred. Remote considerations based on experience - EST or CST time zone required.

KEY RESPONSIBILITIES

Build & Drive CRM Usage and Insights

• Maintain and manage the CRM system ensuring data accuracy, integrity, and security.
• Develop and monitor actionable CRM enhancements for business segments, identifying usage levels and actionable insights for the Sales & Marketing Teams
• Investigate and implement cross-functional reporting and analytics to improve business efficiency and profitability (e.g. Supply Chain demand planning tied to Sales Opportunity funnels)
• Develop and execute CRM campaigns including segmentation, targeting, and performance tracking
• Develop and implement system enhancements

• Utilize customer-driven data insights and customer survey reporting to improve NPS (net promoter score) for the Commercial & Industrial Insulation Business.
• Act as a liaison between Commercial Leaders and CRM technology - from continued adoption to driving overall capabilities into/through the business.

Advance Commercial Excellence Capabilities and Programs

• CRM: Advance business adoption of Customer Relationship Manager tool by creating a multi-year roadmap in alignment with Commercial Leader aspirations.
• Sales Forecasting and Voice-of-the-Customer processes: Works with commercial team and cross-functionally to collect, compile, and analyze relevant data (customer insights, competitor insights, economic and industry data) to understand customer needs and challenges;
• Analyzes and incorporates the data to ensure the competitiveness of our solutions and help customers win by offering new insights and perspectives

• Sales Enablement: Drive adoption of best practices in the C&I team including pipeline management, forecasting, and territory management.
• Establish and monitor sales KPIs and performance metrics to measure success of commercial initiatives
• Oversee the analysis of sales data to provide actionable insights and recommendations to senior leadership.
• Monitor market trends and competitor activities to inform strategic decision making.

JOB REQUIREMENTS

MINIMUM QUALIFICATIONS & EXPERIENCE:

• Bachelor's or Associates degree in Business, Sales, Marketing, Information Systems, Engineering or related field.
• 5+ years working with CRM systems such as Microsoft Dynamics, Salesforce, HubSpot, or similar platforms
• Excellent communication and interpersonal skills.
• Detail-oriented with a passion for data accuracy in a fast-paced environment

KNOWLEDGE, SKILLS & ABILITIES:

• Analytical: Strong analytical skills with the ability to interpret complex data and provide strategic insights
• Strong analytical skills with proficiency in Excel, PowerBI, or other data visualization tools (Tableau, SQL)
• Communication: Excellent communication and presentation skills with ability to communicate across multiple levels of the organization.
• CRM: Proficiency in CRM systems, sales analytics tools, and other relevant technologies. Ability to lead CRM initiatives to drive adoption, solidify KPI's, and improve user experience.
• Experience in working on cross-functional and multi-department projects
• High aptitude to learn quickly and work well under pressure with attention to detail
• Ability to manage ambiguity and with multiple initiatives going on simultaneously
• Experience working in or with commercial teams and the ability to build rapport quickly

#LI-TF1

#LI-Hybrid