Manager, Commercial Process Excellence & CRM Strategy

Ebro Electronic GmbH; Morton Grove (IL); On-site; USD 120,000 - 135,000; Full time

Benefits offered by this job

Medical, Dental, Vision plans

401(k) with company contribution

Paid time off

Parental leave

Tuition reimbursement

Job summary

Xylem is seeking a senior leader to own end-to-end commercial processes and CRM governance. You will partner with Sales, Customer Service, Marketing, Finance, and Operations to optimize performance and data quality while driving adoption of new solutions.

The role requires leading cross-functional initiatives, managing vendors, and delivering strategic enhancements that improve customer experience and process efficiency across the organization.

Qualifications

• Bachelor's degree or higher in a related field.
• Experience in BPM, CRM strategy, sales ops, or customer service operations.

Responsibilities

• Lead end-to-end commercial process design and optimization across functions.
• Define CRM roadmap priorities and manage enhancements.
• Analyze performance data and drive improvements in data quality and governance.
• Lead change-management and user adoption initiatives.

Skills

Process Optimization

Commercial Operations

CRM Strategy

Data Analysis

Stakeholder Management

Change Leadership

Project Management

Continuous Improvement

Customer Experience

Strategic Thinking

Communication & Facilitation

Problem Solving

Education

Bachelor's degree in Business Administration, Information Systems, Engineering, Operations Management, or related field

Master's degree preferred

Tools

Salesforce

Job description

Xylem ist ein Fortune 500 Wassertechnologieunternehmen mit global 23.000 Mitarbeitenden in über 100 Ländern und einer Mission: unseren Kunden durch innovative Technologielösungen und unser Fachwissen bei der Lösung von Wasserproblemen und -herausforderungen zu helfen. Wir sind der weltweit führende Anbieter effizienter, innovativer und nachhaltiger Wassertechnologien, die dafür sorgen, dass unser Wasser nachhaltig genutzt, optimal verwaltet, erhalten und wiederverwendet wird.

Key Responsibilities

Commercial Process Leadership

Lead the evaluation, design, documentation, and optimization of end-to-end commercial processes. Identify opportunities to improve efficiency, data quality, customer experience, and business performance. Develop and maintain process governance standards and best practices. Facilitate cross-functional process improvement initiatives across Sales, Customer Service, Marketing, Finance, and Operations. Establish and monitor process performance metrics and KPIs.

CRM Strategy & Governance

Serve as the business owner for Salesforce and related commercial applications. Define CRM roadmap priorities in alignment with business objectives. Manage enhancement requests, business requirements, and prioritization activities. Partner with IT and vendors to deliver system improvements and integrations. Ensure CRM data integrity, governance, security compliance, and adoption.

Business Analysis & Continuous Improvement

Gather and translate business requirements into scalable solutions. Lead workshops and stakeholder interviews to identify process gaps and opportunities. Analyze business performance data and recommend improvements. Apply Lean, Six Sigma, or continuous improvement methodologies to optimize workflows. Support business case development for process and technology investments.

Change Management & User Adoption

Drive organizational change initiatives related to process and technology improvements. Develop communication, training, and adoption strategies. Lead user acceptance testing and deployment activities. Monitor user adoption and identify opportunities to increase utilization and effectiveness. Serve as a trusted advisor to business leaders on process best practices.

Project & Vendor Management

Lead cross-functional projects supporting commercial transformation objectives. Manage project timelines, risks, resources, and stakeholder expectations. Coordinate with software vendors, consultants, and implementation partners. Ensure deliverables meet quality, business, and compliance requirements.

Qualifications

• Education Bachelor's degree in Business Administration, Information Systems, Engineering, Operations Management, or related field.
• Master's degree preferred.
• Experience 5+ years of experience in business process management, CRM strategy, sales operations, customer service operations, or commercial excellence.
• 3+ years leading cross-functional projects and improvement initiatives.
• Experience supporting Salesforce or other enterprise CRM platforms.
• Strong understanding of commercial operations, customer lifecycle management, and customer experience processes.
• Experience with change management and technology adoption initiatives.

Preferred Qualifications

• Salesforce certifications.
• Lean Six Sigma Green Belt or Black Belt certification.
• PMP, PMI-ACP, or equivalent project management certification.
• Experience with CRM integrations, analytics, dashboards, and reporting tools.
• Experience working within industrial, manufacturing, or B2B environments.

Key Competencies

• Business Process Optimization
• Commercial Operations
• CRM Strategy & Governance
• Data Analysis & Reporting
• Stakeholder Management
• Change Leadership
• Project Management
• Continuous Improvement
• Customer Experience Management
• Strategic Thinking
• Communication & Facilitation
• Problem Solving

Success Measures

• Increased CRM adoption and user satisfaction.
• Improved commercial process efficiency and cycle times.
• Higher data quality and governance compliance.
• Successful delivery of strategic enhancement projects.
• Measurable improvements in customer and employee experience.
• Achievement of commercial transformation objectives.

Salary and Benefits

The salary range for this position is $120,000 to $135,000 plus bonus. Starting pay is dependent on multiple factors, such as skills, experience, and work location, and is not typically at the top of the range. At Xylem, we offer a competitive compensation package with a generous benefit package, including Medical, Dental, and Vision plans, 401(k) with company contribution, paid time off, paid parental leave, and tuition reimbursement.

Proud to be an Equal Employment Opportunity (including disability and veterans) and affirmative action workplace, Xylem fosters an inclusive environment free from discrimination or harassment.

Please note that the information in this job description outlines the general nature of the position and is not an exhaustive list of duties. Xylem is dedicated to providing reasonable accommodations to enable all employees to perform their essential job functions. We reserve the right to modify this job description and assign additional duties as needed. Embrace the opportunity to be part of Xylem's transformative journey in shaping the future of water technology!

#LI-SUTTONMOORE Werden Sie Teil des globalen Xylem-Teams und gestalten Sie innovative Technologielösungen mit, die die Nutzung, Verfügbarkeit, den Schutz und die nachhaltige Verwendung von Wasser sicherstellen. Unsere Produkte kommen in der öffentlichen Versorgung, der Industrie, im Wohnbereich und in gewerblichen Gebäuden zum Einsatz – mit dem Ziel, intelligente Maschinen, Anlagen, Messsysteme, Netzwerktechnologien und fortschrittliche Analysen für Wasser-, Strom- und Gasversorger sowie die Industrie bereitzustellen. Arbeiten Sie mit uns an einer Welt, in der die aktuellen und kommenden Wasserherausforderungen mit Kreativität und Engagement gelöst werden und in der Inklusion und Zugehörigkeit als Treiber für Innovation erkannt werden, um unsere Wettbewerbsfähigkeit weltweit zu stärken.

At Xylem, you'll not only contribute to solving water issues but also have the chance to make a difference through our paid Volunteer Program, Xylem Watermark. We prioritize our employees' well-being through inclusion and belonging as well as our Employee Resource Groups (ERG).

Möchten Sie wissen, welche Wirkung Sie erzielen können? Unser Ziel ist es, den Zugang zu Wasser und dessen Qualität zu optimieren und einen verantwortungsvollen Verbrauch zu fördern, damit Gemeinden auf der ganzen Welt gedeihen können. Durch Xylem Watermark, unser Corporate-Citizenship-Programm, stellen wir sichere Wasserressourcen bereit und schützen sie für Gemeinden weltweit, indem wir alle Interessengruppen einbeziehen und über Wasserfragen aufklären. Erfahren Sie mehr, indem Sie hier klicken - Arbeiten bei Xylem (https://www.xylem.com/en-us/careers/working-at-xylem/).

Inklusion und Zugehörigkeit bei Xylem Xylem ist ein Unternehmen, was Chancengleichheit fördert. Alle Entscheidungen werden ohne Rücksicht auf Nationalität, Hautfarbe, Religion, ethnische Herkunft, Geschlecht, sexuelle Orientierung, Geschlechtsidentität oder -ausdruck, Alter, Behinderung oder anderer gesetzlich geschützter Merkmale getroffen. Mehr dazu finden Sie hier: (https://www.xylem.com/en-us/careers/inclusion-and-belonging/)