Job Summary
IITIL is seeking an experienced CRM Head to lead the strategy, governance, adoption, and performance of the company’s CRM ecosystem.
The role will own CRM platforms, processes, automation, data quality, reporting, integrations, and user adoption across marketing, sales, account management, and leadership teams.
The ideal candidate combines strong CRM platform expertise with a deep understanding of B2B sales, marketing, and customer lifecycle processes.
Key Responsibilities CRM Strategy and Governance
- Own IITIL’s CRM strategy, roadmap, governance, and adoption.
- Translate business requirements into scalable CRM processes and solutions.
- Evaluate platform enhancements, automation opportunities, and new technologies.
Platform and Process Management
- Oversee CRM configuration, workflows, permissions, dashboards, and reporting structures.
- Manage upgrades, testing, documentation, licenses, and access controls.
- Ensure CRM supports lead, account, opportunity, campaign, and customer-management processes.
Lead and Opportunity Management
- Design lead capture, scoring, routing, qualification, and conversion processes.
- Standardize lead, opportunity, pipeline-stage, and outcome definitions.
- Automate follow-ups, notifications, assignments, and escalation workflows.
- Improve lead-to-opportunity conversion in partnership with sales and marketing teams.
Data Quality and Integration
- Establish data standards, validation rules, ownership, and governance processes.
- Ensure CRM data is accurate, complete, consistent, and up to date.
- Manage deduplication, enrichment, cleansing, imports, exports, and integrations.
- Oversee connections with marketing, finance, support, website, and analytics platforms.
Reporting and Adoption
- Build dashboards for leads, pipeline, conversion, forecasting, campaigns, and account engagement.
- Drive user adoption through training, onboarding, documentation, and support.
- Monitor usage, data-entry compliance, and process adherence.
- Partner with analytics and leadership teams to ensure trusted reporting.
Security, Team, and Vendor Management
- Ensure compliance with privacy, consent, security, and data-retention requirements.
- Build and manage CRM administrators, analysts, developers, and operations teams.
- Manage implementation partners, vendors, licenses, budgets, and service levels.
Required Qualifications
- Bachelor’s degree in Business, Marketing, Information Systems, Technology, Engineering, or a related field.
- 10+ years of experience in CRM, revenue operations, sales operations, marketing operations, or business systems.
- 5+ years of experience managing CRM teams, platforms, or enterprise implementations.
- Hands-on experience with leading CRM and marketing-automation platforms.
- Experience in B2B technology, SaaS, IT services, consulting, or enterprise sales is preferred.
- Strong understanding of lead management, sales pipelines, campaign tracking, customer lifecycle, and reporting.
- Experience in CRM integration, automation, data governance, user adoption, and compliance.
- Strong business analysis, project management, and stakeholder-management skills.
Preferred Skills
- CRM strategy and platform governance
- Salesforce, Microsoft Dynamics 365, HubSpot, or Zoho CRM
- Lead scoring, routing, and lifecycle management
- Sales and marketing automation
- CRM data quality and governance
- Pipeline, forecasting, and campaign reporting
- Workflow and process automation
- System integration and data synchronization
- User adoption, training, and change management
- Data privacy, consent, and access control
- Vendor, license, and budget management
- Ability to translate business needs into scalable CRM solutions
Work Location: Remote
