Sr Manager IT (Sales & CRM)

Job Summary:

The Sales & CRM IT Leader is responsible for driving the technology strategy that empowers the sales, service and e-commerce functions, ensuring that digital and IT infrastructure supports seamless sales, online transactions, service, customer and consumer engagement. This role plays a pivotal role in aligning technology solutions with revenue goals by optimizing CRM/Sales platforms, e-commerce systems, and customer data analytics. The role collaborates across departments to deliver a unified, scalable, and efficient IT environment for both direct sales and digital commerce channels.

Key Responsibilities

1. Strategic Planning & Technology Roadmap:

Develop a technology roadmap that supports and aligns with the overall sales, service and e-commerce strategy, focusing on scalability, performance, consumer and customer experience. Stay updated on emerging e-commerce and CRM technologies, identifying and implementing tools that enhance online sales performance and customer & consumer interactions. Align IT initiatives with business priorities, optimizing technology investments across sales, service and e-commerce functions.

2. CRM & E-Commerce Platform Management:

• Oversee the configuration, deployment, and maintenance of CRM, e-commerce platforms (e.g., Salesforce, Seibel, Shopify ), and other digital sales tools.
• Ensure the integration and functionality of sales and e-commerce tools to provide a seamless digital shopping experience.
• Lead efforts to implement and maintain customer mobile apps, digital marketing platforms, analytics, payment gateways, and personalization engines.

3. Customer Data & Analytics:

• Design a data management and analytics strategy that supports customer insights, sales forecasting, and performance tracking. Dashboards and reporting systems to monitor and analyze key performance indicators (KPIs) for sales and e-commerce.

4. User Experience & Performance Optimization:

• Work with UX/UI teams to create optimized user experiences for both direct sales platforms and e-commerce sites.
• Drive initiatives to improve website performance, including page load times, navigation, checkout experience, and mobile responsiveness. Implement A/B testing, personalization strategies, and other performance enhancement techniques to increase online sales conversions.

5. Cross-Functional Collaboration & Change Management:

• Serve as a bridge between the sales, service, e-commerce, IT, and marketing teams to support a unified digital strategy. Lead change management for new technology implementations, ensuring user adoption through training, communication, and ongoing support. Gather and incorporate feedback from users and stakeholders to continuously improve systems and processes.

6. Project & Vendor Management:

• Oversee IT projects from planning through execution, ensuring they are delivered on time, within budget, and in line with business goals. Manage relationships with technology vendors, consultants, and third-party service providers for sales and e-commerce solutions.Prioritize and manage multiple projects simultaneously, balancing day-to-day operations with strategic initiatives.

7. Cybersecurity & Compliance:

• Ensure adherence to data governance, privacy, and compliance standards across all customer data platforms.

Qualifications:

Education: Bachelors degree in information technology, Business, Computer Science, or a related field; Masters degree is preferred.

Experience:10+ years in IT, preferably with a focus on CRM, e-commerce, Consumer Apps or Digital Sales platforms. Strong experience in managing CRM systems (e.g., Salesforce, Siebel), e-commerce platforms, digital marketing technologies. 5+ years in Managing/leading IT team

Skills:

• Comprehensive understanding of CRM, sales, service, e-commerce, and digital marketing technology stacks. Strong analytical skills with the ability to interpret and act on e-commerce and sales data insights.
• Excellent project management, problem-solving, and decision-making skills.Exceptional communication skills, with the ability to work collaboratively across departments.

Certifications: Relevant IT, CRM, or project management certifications (e.g., PMP, Salesforce, Google Analytics) are a plus.