Manager, Commercial Process Excellence & CRM Strategy

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.

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.

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

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.

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.