Position Overview
Unison is hiring a CRM Director for an international travel client (DTC, 4 days onsite). The role is a direct‑hire position with a salary range of $150,000 to $190,000. Travel to client sites may be required at times. The client offers a generous benefits package, including travel benefits and retirement plans.
Key Responsibilities
- Regularly report on CRM Center‑of‑Excellence (COE) initiatives, performance metrics, and outcomes to executive leadership and stakeholders.
- Oversee CRM COE budgets, resources, and project prioritization to ensure efficient use of organizational assets.
- Manage data quality, security, and compliance within the CRM system, ensuring adherence to organizational policies and regulatory requirements.
- Partner with Sales, Marketing, IT, and Customer Service teams to ensure CRM strategies and solutions are fully integrated and support business goals across departments.
- Establish and track key performance indicators (KPIs) for CRM processes and COE initiatives, using data‑driven insights to identify improvement areas and measure impact.
- Serve as the primary liaison between executive leadership and CRM delivery teams.
- Facilitate continuous training and process improvements across CRM‑related activities.
- Evaluate, recommend, and drive the adoption of CRM‑related innovations, tools, and methodologies across the organization, ensuring effective integration and measurable benefits.
- Lead and maintain a high‑performing team.
- Oversee the creation, maintenance, and dissemination of business process, product, and technical best‑practice guidelines and standard operating procedures, ensuring consistent application across all CRM initiatives.
- Develop and implement a COE strategy that aligns with the client’s overall CRM vision and business objectives.
Education
A bachelor’s or master’s degree in Business Administration, Information Systems, Computer Science, Marketing, or a related field; or ten or more years of relevant experience in product management or CRM; or an equivalent combination of education and experience.
Preferred Experience
- 10+ years of experience in CRM strategy, implementation, or management with at least 5 years in a leadership role, preferably within a large, complex organization.
- Proven track record of leading CRM initiatives and cross‑functional teams.
- Experience with CRM platforms such as Microsoft Dynamics or SAP CRM.
- Demonstrated experience in developing and implementing business processes and best practices.
- Experience in change management, training, and process improvement.
- Strong background in stakeholder management, especially working with executive leadership.
Benefits
Generous benefits package, including travel benefits and retirement plans.
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