Job Description
Job Description Role The CRM Transformation Lead will own the end-to-end design, selection, implementation, and enterprise adoption of the organization's first formal CRM platform. This role exists to address critical gaps in deal flow visibility, missed sales opportunities, inconsistent customer data, and limited reporting. This role will partner closely with Sales, Relationship Managers, Credit, Marketing, IT, and Executive Leadership to ensure the CRM becomes a core operating system-not just a database. Essential Duties & Responsibilities CRM Strategy & Leadership Serve as the single-threaded owner for CRM strategy, roadmap, and outcomes Translate business goals (revenue growth, pipeline health, customer insights) into CRM capabilities Define what "good" looks like for CRM usage, data quality, and sales discipline Business Process Design Document and redesign sales and relationship management workflows currently handled via spreadsheets, email, or manual tracking Standardize lead, opportunity, and customer lifecycle definitions Align CRM processes with credit, onboarding, and servicing workflows common to banking environments Engages credibly with technical teams Platform Selection & Implementation Lead CRM platform evaluation and selection (platform-agnostic approach) Partner with IT and vendors on configuration, integration, security, and compliance Ensure the solution meets regulatory, audit, and data governance expectations Sales Operations & Adoption Drive behavior change across sales and relationship teams Design dashboards, reports, and scorecards that sales leaders actually use Establish training, enablement, and ongoing support models Embed CRM into daily sales routines, pipeline reviews, and leadership meetings Data, Reporting & Insights Define core KPIs for pipeline health, sales performance, and customer engagement Ensure data accuracy, completeness, and consistency Enable executive-level reporting that replaces anecdotal or manual reporting Knowledge And Qualifications 8+ years of experience in Sales Operations, CRM Enablement, Revenue Operations, or Business Analysis Demonstrated success leading a CRM implementation from little or no formal system to enterprise-wide adoption Strong Preference For Experience Within Banking Financial services Lending Wealth management Highly regulated environments Proven track record of Driving CRM usage across sales teams Improving pipeline visibility and forecasting Supporting measurable revenue or productivity gains Skills Strong stakeholder influence without formal authority Ability to balance executive expectations with front-line realities Excellent process-mapping and simplification skills Data-driven mindset with practical business judgment Comfortable operating in ambiguity and building from "white paper" states Strong business‑to‑technical communication skills Experience with one or more of the following is a plus, but not mandatory: Salesforce (Sales Cloud, Financial Services Cloud) Microsoft Dynamics 365 HubSpot nCino, CRM systems, or banking-adjacent platforms Physical Requirement Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing/descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day. Must be able to work extended hours whenever required or requested by management. Regular in-office attendance required. Mental And/or Emotional Requirements Must be able to work independently or as a part of a team, manage multiple tasks, and remain calm and professional in a fast-paced environment. Strong interpersonal skills, attention to detail, and the ability to handle sensitive situations with discretion are essential. CapFed® is an equal opportunity employer.