Senior Manager, Customer Relationship Management

Senior Manager, Customer Relationship Management

Collins Aerospace is seeking a Senior Manager for their Customer Relationship Management (CRM) team. This hybrid role is crucial for the development, maintenance, and continuous improvement of the Salesforce CRM platform and other legacy applications. You will drive CRM transformation and operations to enable business capabilities across Collins Aerospace.

About the Role

This position involves leading the Salesforce CRM platform and other legacy CRM applications, including vendor management, development, cybersecurity, maintenance, testing, implementation, and production. You will partner with stakeholders, including SBU product owners and digital services, to identify opportunities for enterprise synergies and simplification. You will contribute to the enterprise-wide digital strategy, ensuring alignment with business goals, and drive the development of technical standards, platform governance, and application monitoring.

Key responsibilities include providing technical and functional direction to a global team of developers, ensuring project milestones are met, and maximizing the use of CRM platform capabilities to enhance employee efficiency. Solutions must be fit for purpose, aligned with Agile principles, prioritize out-of-the-box functionality, and be built for enterprise scale. You will also drive proactive upgrades, maintenance, and enhancements to ensure platform availability and influence key stakeholders on platform changes. Supporting team education, growth, and training is essential to foster skill development and achieve organizational goals. Consultation across the enterprise on complex business needs, balancing cost, efficiency, and platform performance, is also a key aspect of this role.

What YOU will do:

• Accountable for the Salesforce Customer Relationship Management (CRM) platform and various other legacy CRM applications including vendor management, development, cybersecurity, maintenance, testing, implementation and production.
• Partner with stakeholders including Strategic Business Unit (SBU) product owners, BU partners and digital services to identify areas of opportunity, implement solutions to drive enterprise synergies and company-wide simplification.
• Contribute to the development and execution of the enterprise-wide digital strategy while ensuring alignment to the top-level goals of the business.
• Drive the building, documentation, training, and ongoing honing of technical standards, platform governance, and application monitoring.
• Provide technical and functional direction to a global team of developers to meet project milestones as well as ensure that all available capabilities within the CRM platform are leveraged to improve employee efficiency within Collins Aerospace.
• Ensure all solutions developed are fit for purpose, in alignment with best practices using Agile principles, prioritizing use of out-of-the-box functionality and are built with enterprise scale in mind.
• Drive proactive upgrades, maintenance and enhancements to platform and ensure availability for employees accessing information.
• Influence key stakeholders (SBU/Functions SMEs) on key platform changes and enhancements.
• Partner with stakeholders on key Collins initiatives to improve CRM platform, encourage adoption of standard functionality and out-of-the-box solutions to minimize customization and maintenance requirements.
• Support the education, growth, and training plans for the team, fostering skill development and continuous improvement to achieve organizational goals.
• Consult across the enterprise on the best solution for complex business needs, balancing cost, efficiency and platform performance.

Qualifications YOU Must Have:

• University Degree and minimum 10 years prior relevant experience or an Advanced Degree in a related field and minimum 7 years of experience.
• Minimum Bachelor’s degree or equivalent work experience with employee/customer experience.
• Minimum 3 years’ experience related to Agile development, preferably in a shared service environment.
• Minimum 8 years’ experience with Salesforce or CRM-like solutions.
• U.S. citizenship is required.

Qualifications We Prefer:

• Excellent communication skills (written and oral) with all levels of the organization.
• Outstanding problem-solving skills and superior customer service skills.
• Ability to work with highly sensitive and confidential data with good business judgment and ethics.
• Work effectively in a matrix and team environment and collaborate across lines of business and function, (virtually as well as in-person).
• Scope and effectively manage multiple activities concurrently, with a strong attention to detail.
• Ability to work in a deadline-driven atmosphere with attention to details.
• Proficient in JIRA or like Dev Ops solution.

What We Offer:

Collins Aerospace offers a comprehensive benefits package, including:

• Medical, dental, and vision insurance.
• Three weeks of vacation for newly hired employees.
• Generous 401(k) plan with employer matching and a Lifetime Income Strategy option.
• Tuition reimbursement program.
• Student Loan Repayment Program.
• Life insurance and disability coverage.
• Optional coverages: pet insurance, home and auto insurance, additional life and accident insurance, critical illness insurance, group legal, ID theft protection.
• Birth, adoption, parental leave benefits.
• Ovia Health for fertility and family planning.
• Adoption Assistance and Autism Benefit.
• Employee Assistance Plan (up to 10 free counseling sessions).
• Healthy You Incentives and wellness rewards program.
• Doctor on Demand virtual doctor visits.
• Bright Horizons for child and elder care.
• Teladoc Medical Experts second opinion program.

Join Our Team

Be part of a new, exciting initiative combining foundational IT with new digital technologies. Our Digital Technology team is driving business efficiencies and a better customer experience. If you are an agile thinker who enjoys utilizing modern technology to make significant improvements, you are a perfect fit. Join Collins Aerospace to help revolutionize the aerospace industry!

Key skills/competency:

• Salesforce CRM
• Customer Relationship Management
• CRM Platform Management
• Vendor Management
• Agile Development
• Digital Strategy
• Team Leadership
• Stakeholder Management
• Application Development
• Business Process Improvement