Sr. Manager, CRM

The Blueprint (Role Profile)

The Senior Manager, CRM & CX Systems is the business owner of Apex Tool Group’s CRM platform and related customer experience systems. This role owns the end-to-end CRM product vision, roadmap, and value delivery, and is accountable for driving adoption, business impact, and continuous improvement across Customer Service and Sales.

This role operates as a product owner and platform leader, balancing strategy and execution. It partners closely with CX, Sales, Operations, and IT to ensure the CRM ecosystem enables growth, improves customer experience, and scales with the business.

The Build (Responsibilities)

• Own the end-to-end CRM platform strategy, roadmap, and backlog, aligned to business growth and CX objectives.
• Act as the business product owner for CRM and related CX systems, accountable for outcomes, adoption, and value realization.
• Define platform standards, governance, and prioritization in partnership with IT and business stakeholders.
• Lead planning and delivery of enhancements, integrations, and new capabilities across the CRM ecosystem.
• Partner with IT and vendors on solution design, delivery, testing, releases, and production support.
• Oversee user acceptance testing, release readiness, and change adoption.
• Ensure platform stability, scalability, and continuous improvement.
• Drive adoption and effective use of CRM across Customer Service and Sales.
• Partner with functional leaders to translate business needs into scalable platform solutions.
• Establish feedback loops, usage insights, and improvement cycles to continuously raise platform impact.
• Own CRM data quality, core process alignment, and key platform metrics.
• Define and maintain core workflows, standards, and documentation.
• Support reporting and insights that demonstrate business value and operational impact.
• Provide direction and prioritization for a dotted-line analyst and cross-functional delivery resources.
• Establish a clear operating cadence for roadmap planning, intake, prioritization, and delivery.

The Toolbox (Qualifications)

• Bachelor’s degree required, Masters degree preferred.
• 5+ years of experience in CRM, CX platforms, business systems, or digital product roles.
• Proven experience owning a CRM or business platform roadmap as a product owner or platform lead.
• Strong experience working with enterprise CRM platforms, SAP Sales and Service Cloud experience or certification strongly preferred.
• Demonstrated ability to lead cross-functional delivery with IT, vendors, and business stakeholders.
• Strong business acumen with the ability to translate strategy into executable platform roadmaps.
• Excellent communication and stakeholder management skills at both operational and executive levels.
• Experience driving adoption, change management, and business value from enterprise platforms.