Senior CRM & Customer Experience Leader

Hayward Water, LLC; Clemmons (NC); On-site; USD 120,000 - 180,000; Full time

Job summary

Hayward Holdings Inc. is seeking a Senior Manager of Customer Relationship Management (CRM) to design and execute a comprehensive CRM strategy that aligns with Marketing, Sales, and Operations.

You will partner with senior leaders to drive data-driven insights, and oversee the deployment of Salesforce-based solutions, training, and governance across the organization. You will lead a team to implement CRM initiatives, manage KPIs such as CSAT, NPS, and retention, and collaborate with Finance, IT,

Qualifications

• Minimum five years in CRM, lifecycle marketing, or related discipline.
• Proven leadership with cross-functional collaboration across sales, marketing and IT.
• Strong knowledge of CRM KPIs and customer analytics.
• Experience with Salesforce platforms is preferred.

Responsibilities

• Own the CRM vision and roadmap aligned with marketing and business objectives.
• Lead cross-functional teams to deploy system solutions and measure KPIs.
• Design training programs and change management for CRM adoption.
• Oversee communications and data integration across departments.

Skills

CRM strategy

Data-driven decisions

Salesforce Clouds

Cross-functional leadership

Communication skills

Project management

Training & change mgmt

KPI management

Education

Bachelor's or Master's degree in business, CS, or software eng

Tools

Salesforce Sales Cloud

Salesforce Service Cloud

Salesforce Marketing Cloud

SharePoint

Analytics tools

Job description

Hayward Holdings Inc. is seeking a Senior Manager of Customer Relationship Management (CRM) to design and execute a comprehensive CRM strategy that aligns with Marketing, Sales, and Operations.

You will partner with senior leaders to drive data-driven insights, and oversee the deployment of Salesforce-based solutions, training, and governance across the organization. You will lead a team to implement CRM initiatives, manage KPIs such as CSAT, NPS, and retention, and collaborate with Finance, IT,