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CRM Manager

Los Angeles, CA, US, 90058

Oldcastle BuildingEnvelope
CR Laurence


Job ID:  [[460520]]

C.R. Laurence Co., Inc. (CRL) is the leading supplier to the glazing, architectural, railing, construction, industrial, and automotive industries. Offering more than 60,000 products, we serve the industry from locations throughout North America, Europe, and Australia.


Are you a CRM Manager looking to be a part of a company that is continuously building?


The Customer Relationship Management (CRM) Manager will be part of the cross-functional team responsible for the implementation, optimization, and ongoing development of the new Customer Relationship Management (CRM) program at CRL with a focus on maximizing its adoption internally and by maximizing its business value externally. This role is a key member of the CRL Digital Transformation Steering team and help drive the adoption and consistent usage of the CRM through clearly defined, processes and KPIs. The position reports directly to the VP of Digital Marketing, working closely with the VP of Sales, and Director of Customer Service. In addition, this role will partner with the Corporate IT Directors and their teams and Regional CRM business leads, and other stakeholders.


Responsibilities include, but are not limited to:

  • Develop and implement the strategy for successful adoption of Customer Relationship Management based on CRL Commercial strategy and priorities
  • Develop and maintain a roadmap for the right capability development to meet the business’ needs and goals
  • Lead the design and cascade, and drive adoption of end-to-end business processes, standards, and KPIs for Customer Relationship Management and drive adoption, and effective leveraging of the tool by all stakeholders
  • In partnership with Sales, marketing, and IT, execute the CRM roadmap and rollout new functionalities and capabilities that improve focus on customer experience,  leverage market intelligence, drive teams productivity, and ultimately deliver higher customer loyalty and business growth
  • Design and implement change management strategy and plans, including training and communications, to drive adoption and usage of CRM processes and systems/tools to deliver business impact
  • Coordinate and communicate with key stakeholders, to assure smooth execution of developments and enhancements
  • Develop and implement a performance management system, including the definition of KPIs and deployment of user-based dashboards/reporting to improve visibility and business performance
  • Design and implement a strategy to build CRM analytics for optimal decision-making and identification of growth opportunities
  • Identify, prioritize, and partner with IT to implement enhancements, updates, and additions to the CRM systems and related tools and data sources based on direction from the CRL Digital Transformation Steering team.
  • Responsible for the Sales & Service Cloud platform and other CRM technologies/capabilities and partner with IT to maximize the investments in these capabilities.
  • Advance CRM analytics to provide actionable insights for GTM teams and the broader organization to optimize business decisions and identify growth opportunities.
  • Provide thought leadership and recommendations on emerging and suitable CRM capabilities and capability improvements that create value for GTM employees and customers


Qualification Requirements:
Statistics show that underrepresented talent, including minorities, women, veterans, and individuals with disabilities will not apply to a job if they believe they will not meet all of the listed requirements of a job. At CRL, we encourage people with all backgrounds to apply! So don't be a statistic, and we hope you're open to learning new skills to build with us. Make our team, your team!


  • Bachelor’s degree in a relevant business and or technology-focused discipline. MBA is a plus
  • Minimum 5 yrs of business experience in Commercial, Marketing, Sales, CRM, and or related fields
  • Expertise in CRM tools, such as, Microsoft Dynamic or SAP Sales & Service Cloud, and knowledge of leading practices for using CRM to create value
  • Strong interpersonal and communication skills, with the ability to interact effectively and influence various levels of the organization across functions and or a variety of cultures/geographies
  • Ability to effectively resolve competing priorities for customer segmentation, journey touchpoints, communication channels, team, and other functions
  • Flexibility to travel as required
  • A passion for customer experience demonstrated business acumen and a digital-first mindset
  • Experience managing and or implementing technology-enabled end-to-end Customer Relationship Management and familiarity with Sales, Marketing, and or Commercial processes
  • Understanding of the lead generations, nurturing, and conversion processes, preferably within a B2B environment
  • Process orientation with analytical skills to identify and tap improvement opportunities
  • Attention to detail and ability to prioritize effectively within a fast-paced environment



What CRL Americas Offers You


  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion


About CRL Americas


CRL Americas has a long and proud heritage as one of North America’s largest corporations. We are a proud reflection of the hundreds of family businesses, local and regional companies and mid to large sized enterprises that together form the CRL Americas family. CRL Americas operates with a decentralized, diversified structure, letting you work in a small company environment while having the career opportunities of a large enterprise.


C.R. Laurence Co., a CRL company, is a great place to grow! If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Please complete your online application and profile which will be sent directly to the appropriate Hiring Manager. Thank you for your interest in the CRL family!


CRL Americas is an Affirmative Action and Equal Opportunity Employer.


 EOE/Vet/Disability--If you want to know more, please click on this link


C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.

Date Posted:  Nov 20, 2022

Nearest Major Market: Los Angeles

Job Segment: CRM, Manager, Performance Management, Change Management, MBA, Technology, Management, Human Resources