CRM Transformation Lead Salesforce Enterprise Programs

Cengage Group; Washington (District of Columbia); On-site; USD 117,000 - 187,000; Full time

Job summary

Cengage Group seeks a senior CRM program leader to direct large-scale Salesforce initiatives across Sales Cloud, Service Cloud, Marketing Cloud, and related data platforms. You will drive governance, budgets, and cross-functional execution with executive sponsors, ensuring scalable delivery and strategic alignment.

The role emphasizes collaboration with Product, Technology, and Business teams to modernize the CRM landscape, enable AI-enabled workflows, and optimize customer experiences globally.

Qualifications

• 8+ years directing enterprise technology and business transformation programs.
• 5+ years leading Salesforce/CRM programs in large enterprises.
• Experience managing Salesforce implementations, improvements, integrations, migrations, and governance.
• Deep knowledge of Salesforce Sales/Service/Marketing/Experience/Data Cloud offerings.
• Proven governance models, Centers of Excellence, and scalable delivery processes.
• Experience with multimillion-dollar portfolios, budgets, vendor contracts, and financial planning.
• Proficiency in Agile, Waterfall, and hybrid delivery approaches.
• Excellent communication, executive presentation, and stakeholder management.
• Experience with CRM analytics, CDPs, AI-enabled workflows, and digital transformation.
• Proficiency with Jira, Confluence, Aha!, Planview, Smartsheet, or similar tools.

Responsibilities

• Lead planning and execution of large-scale CRM and Salesforce initiatives with senior leaders.
• Oversee program outcomes across Salesforce Sales, Service, Experience, Marketing, and Data Clouds.
• Drive CRM transformation including modernization, optimization, and integrations.
• Be primary sponsor contact for executives, reporting status, risks, dependencies, and financials.
• Establish CRM operating models and delivery frameworks for consistency and scalability.
• Lead cross-functional teams across Product, Tech, Sales, Marketing, Customer Success, Data, and Operations.
• Identify and mitigate program risks and impediments across multiple workstreams.
• Collaborate on CRM roadmaps with enterprise architecture and business groups.
• Manage vendor relationships from evaluation to delivery oversight.
• Develop budgets, forecasts, and financial reporting to realize business value.
• Govern release, change, adoption, and compliance for CRM platforms.
• Champion data-driven customer engagement via analytics and AI-enabled workflows.
• Foster collaboration across global teams and maintain transparency.

Skills

Enterprise program leadership

Salesforce CRM leadership

Salesforce governance

Salesforce ecosystem

Governance models

Budgeting & financial planning

Delivery methodologies

Executive communication

CRM analytics & AI workflows

Program governance tools

Tools

Jira

Confluence

Aha!

Planview

Smartsheet

Job description

Cengage Group seeks a senior CRM program leader to direct large-scale Salesforce initiatives across Sales Cloud, Service Cloud, Marketing Cloud, and related data platforms. You will drive governance, budgets, and cross-functional execution with executive sponsors, ensuring scalable delivery and strategic alignment.

The role emphasizes collaboration with Product, Technology, and Business teams to modernize the CRM landscape, enable AI-enabled workflows, and optimize customer experiences globally.