Manager, Commercial Process Excellence & CRM Strategy

YSI Inc.; Morton Grove (IL); On-site; USD 120,000 - 135,000; Full time

Job summary

Xylem is seeking a Senior Commercial Process Leader to drive end-to-end process optimization and CRM governance in the United States. You will own Salesforce-based initiatives, align requirements with business goals, and guide cross-functional teams across Sales, Customer Service, Marketing, Finance, and Operations.

The role emphasizes lean improvement, data-driven decision making, and adoption of new technologies to raise data quality and customer experience.

Qualifications

• Bachelor’s degree in Business Administration, Information Systems, Engineering, Operations Management, or related field.
• Master's degree preferred.
• 5+ years 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.

Responsibilities

• Lead evaluation, design, documentation, and optimization of end-to-end commercial processes.
• Own Salesforce and related CRM applications; define roadmap priorities.
• Gather requirements, analyze data, and translate into scalable improvements.
• Develop change-management and adoption strategies; lead testing and training.
• Oversee cross-functional projects; manage timelines, risks, and vendors.

Skills

Commercial Process Leadership

CRM Strategy

Business Analysis

Change Management

Project Management

Education

Bachelor's degree in Business Administration / Information Systems / Engineering / Operations Management

Master's degree preferred

Tools

Salesforce

CRM platforms

Analytics dashboards

Job description

Xylem is a Fortune 500 global water solutions company dedicated to advancing sustainable impact and empowering the people who make water work every day. As a leading water technology company with 23,000 employees operating in over 150 countries, Xylem is at the forefront of addressing the world's most critical water challenges. We invite passionate individuals to join our team, dedicated to exceeding customer expectations through innovative and sustainable solutions.

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.

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.

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).

Proud to be an Equal Employment Opportunity (including disability and veterans) and

Our products impact public utilities, industrial sectors, residential areas, and commercial buildings, with a commitment to providing smart metering, network technologies, and advanced analytics for water, electric, and gas utilities.

Partner with us in creating a world where water challenges are met with ingenuity and dedication; where we recognize the power of inclusion and belonging in driving innovation and allowing us to compete more effectively around the world.

We are 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!

Through Xylem Watermark, our Corporate Citizenship Program, we provide and protect safe water resources for communities around the world by engaging all stakeholders and educating about water issues.

Inclusion and Belonging at Xylem Inclusion and Belonging are fundamental to how we enable our customers to tackle global water challenges. Learn more about our commitment to Inclusion and Belonging. (https://www.xylem.com/en-us/careers/inclusion-and-belonging/)