Director, CRM Strategy – Operations

LTHC

CRM strategy director leading enterprise platform governance, adoption, and transformation for Lifetime Healthcare Companies. Driving sales enablement, customer engagement, data quality, and operational excellence.

Posted 8/21/2026full-timeAlbany • New York • 🇺🇸 United StatesLead💰 $137,857 - $248,143 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in CRM strategy, administration, and governance, with a strong focus on enhancing user adoption and optimizing customer engagement processes. Proven ability to lead transformation initiatives and manage cross-functional teams in a highly regulated environment.

Highest-signal resume keywords

CRM Platform StrategySalesforceMicrosoft Dynamics 365Change ManagementLeadership Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM AdministrationCustomer Engagement TechnologiesBusiness Process TransformationData GovernancePlatform Roadmap ManagementEnhancement ManagementTesting ProgramsDeployment ProcessesUser Enablement InitiativesGovernance Framework

Soft Skills

LeadershipCommunicationRelationship-BuildingOrganizational Change ManagementFacilitation

Tools & Technologies

SalesforceMicrosoft Dynamics 365SAP CRMOracle CX

Industry Keywords

HealthcareRegulated IndustryCustomer ExperienceBusiness Systems ManagementSales Operations

Tech Stack

Tools & technologies

Oracle

About the role

Key responsibilities & impact

Develop and execute the enterprise CRM vision, strategy, governance framework, and multi-year transformation roadmap
Serve as business owner and strategic advisor for CRM administration, operations, lifecycle management, and continuous improvement
Lead CRM modernization and transformation initiatives
Partner with enterprise teams and business leaders to optimize customer-facing processes and relationship management practices
Ensure CRM workflows support lead, opportunity, account, contact, customer engagement, pipeline, forecasting, and relationship management processes
Manage CRM roadmaps, enhancement portfolios, backlogs, release schedules, and investment priorities
Oversee enhancement planning, requirements evaluation, prioritization, development, testing, deployment, upgrades, change management, and technical debt management
Establish governance and operating standards for testing environments, sandbox administration, user acceptance testing, functional testing, regression testing, release validation, deployment readiness reviews, and quality assurance
Drive CRM adoption, utilization, user satisfaction, and organizational effectiveness through training, documentation, communications, enablement resources, and change management
Monitor platform performance, utilization, adoption, service delivery, user engagement, release outcomes, and value realization metrics
Establish CRM support models and operational service frameworks; oversee user support, incident management, issue resolution, escalations, troubleshooting, and service-level performance
Lead relationships with CRM vendors, implementation partners, consultants, and service providers
Partner with Data Governance, Analytics, Information Technology, and business partners on CRM data quality, integrity, customer data management, account hierarchies, access controls, business rules, and system governance
Ensure CRM operations comply with architecture, security, privacy, data governance, audit, and organizational requirements
Build, lead, and develop a high-performing team
Manage sensitive information and maintain compliance with corporate policies and regulatory requirements
Conduct periodic staff meetings and distribute departmental and Ethics/Compliance information
Perform other duties as assigned

Requirements

What you’ll need

Bachelor's degree in Business Administration, Information Technology, Marketing, Customer Experience, Analytics, Operations Management, or related field
Master's degree preferred
Ten (10) or more years of progressive experience in CRM administration, CRM operations, sales operations, customer engagement technologies, business systems management, or related disciplines
Healthcare or other highly regulated industry experience preferred
Five (5) or more years of leadership experience managing teams, enterprise platforms, business applications, or transformation initiatives
Demonstrated experience leading CRM platform strategy, administration, governance, enhancement management, and adoption programs
Experience with one or more enterprise CRM platforms, including Salesforce, Microsoft Dynamics 365, SAP CRM, Oracle CX, or similar enterprise CRM solutions
Experience supporting sales process optimization, customer engagement workflows, business process transformation, and user enablement initiatives
Strong understanding of CRM governance, platform administration, user adoption, release management, business process design, change management, data governance, and vendor management
Experience managing platform roadmaps, enhancement portfolios, testing programs, and deployment processes
Strong leadership, communication, relationship-building, facilitation, and organizational change management skills
Ability to work prolonged periods sitting and/or standing at a workstation and working on a computer
Ability to travel across the Health Plan service region for meetings and/or trainings as needed
Regular and reliable attendance is expected and required

Benefits

Comp & perks

Group health and/or dental insurance
Retirement plan
Wellness program
Paid time away from work
Paid holidays
Potential remote work, determined case-by-case