Sr. IT Manager - CRM Program and Strategy

Komatsu
United States, Wisconsin, Milwaukee
Nov 22, 2024
Komatsu is an indispensable partner to the construction, mining, forestry, forklift, and industrial machinery markets, maximizing value for customers through innovative solutions. With a diverse line of products supported by our advanced IoT technologies, regional distribution channels, and a global service network, we tap into the power of data and technology to enhance safety and productivity while optimizing performance. Komatsu supports a myriad of markets, including housing, infrastructure, water, pipeline, minerals, automobile, aerospace, electronics and medical, through its many brands and subsidiaries, includingTimberPro, Joy, P&H, Montabert, Modular Mining Systems, Hensley Industries, NTC, and Gigaphoton. Job Overview We have an exciting opportunity to join our corporate IT team as a Sr. IT Manager, CRM Business Process and Strategy. This position has global program management responsibility for Komatsu's Enterprise CRM capabilities supporting 3000+ CRM users across 17 countries. This role involves ensuring effective CRM processes, enhancing customer engagement, and driving CRM adoption across the organization. Key Job Responsibilities CRM Operations: Manage and optimize CRM functionalities, including sales funnels, field service, customer service modules, marketing automation, data management, and web analytics. Lead continuous training and system releases to ensure user adoption and effectiveness. User Engagement: Drive CRM engagement and adoption across teams, fostering a CRM-centric culture through targeted training, communication, and change management. Strategic Roadmap: Develop a CRM strategy and roadmap aligned with business goals, focusing on customer engagement, sales growth, and service excellence. Stakeholder Collaboration: Act as the primary CRM contact for business stakeholders, fostering collaborative relationships and presenting CRM insights and updates. Process Improvement: Identify and implement CRM optimizations and process improvements, staying updated with CRM trends and technologies to keep the system relevant and effective. Qualifications/Requirements BS in IT, Computer Science or a related field is required 10+ years of IT Management experience working with Enterprise Level Applications, both on premise and cloud based. Experience with cloud based leading CRM technologies such as Salesforce, MS Dynamics, and Customer/Partner Portal Apps is required. Experience leading enterprise system implementations and upgrades System architecture of web-based software preferred. Applications to mining equipment a definite plus. Solid background in customer and dealer Data and Information management strategies Knowledge of online marketing methods and best practices Experience implementing and optimizing third party support model leveraging managed service providers Functional business experience in Sales, Service & Commercial is a plus Ability to manage, mentor, coach and develop a high-performance CRM team Ability to establish, build and maintain relationships with business stakeholders at all levels of the organization Effective change management, presentation, organizational, communication skills and business acumen along with a customer-oriented attitude Facilitation skills, project and/or program management experience with mid to large size projects Ability to travel approximately up to 30% Additional Information Komatsu is an Equal Opportunity Workplace and an Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.