Customer Experience IT Lead (CRM & Digital)

Pregis-3; Chicago (IL); On-site; USD 150,000 - 180,000; Full time

Job summary

Pregis in the United States is seeking an IT Manager of Customer Experience to partner with Marketing, Sales, and IT to deliver and improve digital capabilities that drive customer engagement and business growth. You will translate business requirements into defined projects, manage budgets and vendors, and ensure CRM, CPQ, CMS, mobile, and analytics tools deliver measurable value.

This role reports to the Vice President and CIO and requires strong communication, leadership, and a track record

Qualifications

• Bachelor's degree in business, engineering, computer science, information systems or related field.
• 7–10 years in information technology, business applications or digital solutions.
• 3–5 years leading projects, workstreams, vendors or resources.
• Experience with enterprise platforms such as SAP S/4HANA, Sales Cloud, FSAM, CPQ, and Commerce Cloud.
• Demonstrated project management capabilities across multiple stakeholders.
• Experience with requirements gathering, process mapping, testing, and post-launch support.
• Strong written and verbal communication skills; ability to explain tech to non-tech audiences.
• Strong analytical, organizational, and prioritization skills.
• Professional judgment, integrity, and influence without formal authority.
• Experience supporting adoption of standardized or global processes and systems.
• Business acumen in manufacturing, commerce, customer service, or operations.
• Experience managing software vendors, service providers, contracts, or budgets.
• Ability to travel occasionally; availability outside normal hours may be required.

Responsibilities

• Partner with Marketing, Sales, business process owners, and IT to clarify priorities and roadmap.
• Translate business needs into requirements, solution options, and delivery plans.
• Plan and manage projects including scope, schedule, budget, and risks.
• Coordinate CRM, CPQ, CMS, mobile, data/analytics applications for marketing and sales.
• Lead requirements gathering, design coordination, testing, and business acceptance.
• Monitor performance, incidents, and vendor commitments; escalate risks as needed.
• Recommend improvements to apps, procedures, controls, and delivery practices.
• Support change management, communications, training, and adoption activities.
• Manage vendors/contractors, quality of work, costs, and compliance.
• Provide status reporting and issue resolution to stakeholders.

Skills

Project management

Vendor management

Requirements gathering

Stakeholder communication

Analytical thinking

Education

Bachelor's degree in business, engineering, computer science, information systems

Tools

SAP S/4HANA

Sales Cloud

FSAM

CPQ

Commerce Cloud

Job description

Pregis in the United States is seeking an IT Manager of Customer Experience to partner with Marketing, Sales, and IT to deliver and improve digital capabilities that drive customer engagement and business growth. You will translate business requirements into defined projects, manage budgets and vendors, and ensure CRM, CPQ, CMS, mobile, and analytics tools deliver measurable value.

This role reports to the Vice President and CIO and requires strong communication, leadership, and a track record