Senior CRM Program Lead: Salesforce Transformation

Cengage Group

Los Angeles (CA)

On-site

USD 117,000 - 187,000

Full time

14 days+

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Job summary

Cengage Group is seeking a seasoned CRM Program Lead to drive planning and execution of enterprise CRM initiatives, including Salesforce Sales Cloud, Service Cloud, and Marketing Cloud. You will collaborate with senior leaders to define scope, deliverables, and budgets while guiding multi-disciplinary teams to successful outcomes.

The role emphasizes governance, roadmap alignment with broader technology strategies, and strong stakeholder communication across global teams.

Qualifications

8+ years directing enterprise program efforts related to significant technology and business transformation endeavors.
5+ years of experience leading Salesforce and CRM programs within complex enterprise environments.
Experience managing Salesforce implementations, improvements, integrations, migrations, and platform governance initiatives.
Experience with CRM analytics, customer engagement platforms, AI-enabled workflows, CDPs, and digital transformation initiatives.

Responsibilities

Lead the planning and execution of large-scale CRM programs and strategic Salesforce initiatives, defining scope, goals, and deliverables with senior leadership.
Take full responsibility for program outcomes spanning Salesforce Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, Data Cloud, and related CRM technologies.
Drive enterprise CRM transformation programs including platform modernization, process optimization, and AI-enabled capabilities.
Serve as the primary contact for executive sponsors and steering committees, communicating status, risks, and strategic recommendations.
Establish and govern CRM program operating models and delivery frameworks for consistency and scalability.
Lead cross-functional teams across Product, Technology, Sales, Marketing, Customer Success, Data, Operations, and external partners.
Advance identification and mitigation of program risks, dependencies, and impediments across multiple workstreams.
Collaborate with architecture, engineering, and business groups to align CRM roadmaps with broader strategies.
Manage vendor relationships, including evaluation, selection, negotiations, and performance oversight.
Develop and manage program budgets, forecasts, and financial reporting to realize business value.