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Business Process Lead
Business Process LeadThe Planet Group • Dallas, TX, US
Business Process Lead

Business Process Lead

The Planet Group • Dallas, TX, US
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  • [job_card.full_time]
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Job Description

CRM Business Process Lead

Position Summary

The CRM Business Process Lead is an individual contributor responsible for shaping and advancing the enterprise approach to CRM-driven processes that support sales and customer engagement. This role plays a key part in defining how CRM tools are leveraged across the organization, advocating for adoption, and ensuring that process improvements support overall growth and operational efficiency. This role regularly interacts with senior leaders and customer-facing teams and therefore requires strong communication skills, polished presence, and the ability to influence across functions.

Key Responsibilities

Strategic Direction & Planning

  • Help develop the long-term roadmap for CRM-enabled process evolution, ensuring alignment with organizational priorities and commercial objectives.
  • Support enterprise planning efforts that outline how CRM capabilities should mature over time.

Senior Leader Partnership

  • Act as a strategic partner to executives across Sales, Commercial Operations, Customer Success, and Technology.
  • Facilitate alignment on priorities, contribute to business case development, and guide discussions that support organization-wide CRM utilization.

    • Enterprise Process Oversight

  • Contribute to structures and routines that promote consistency, accountability, and scalability in CRM-related workflows.
  • Ensure standards are upheld while working with teams to accommodate practical variations where appropriate.

    • Enterprise-Wide Change Leadership

  • Lead cross-functional initiatives aimed at rolling out new CRM features, redesigned workflows, or enhanced business processes.
  • Drive adoption of modern, integrated ways of working that reduce fragmentation and improve customer-facing operations.

    • Analytics, Measurement & Continuous Improvement

  • Establish and maintain metrics, dashboards, and reporting assets that reflect the health, effectiveness, and adoption of CRM processes.
  • Translate performance insights into actionable recommendations for improvement.

    • Operational Streamlining

  • Promote simplification, automation, and standardization of processes that support sales and customer interactions.
  • Reinforce CRM as the primary operational platform used by frontline teams.

    • Training, Communication & Change Enablement

  • Coordinate communications, learning efforts, and change management activities in collaboration with Technology, Learning & Development, and relevant business groups.
  • Ensure teams are prepared for new releases and process updates and that adoption is sustained long-term.

    • Innovation & Future-State Planning

  • Stay informed on evolving CRM technologies, best practices, and industry approaches.
  • Recommend new capabilities or process improvements that advance the organization’s customer experience and competitive positioning.

    • Qualifications

  • 12+ years of experience in CRM strategy, commercial operations, or large-scale process transformation roles.
  • Must have 8+ years of CRM process improvement experience
  • Hands-on experience guiding major CRM deployments (e.g., Salesforce, Dynamics) across an enterprise.
  • Skilled in process mapping, change management, and performance measurement methodologies.
  • Strong understanding of sales, customer success, and service-related processes.
  • Demonstrated ability to collaborate with data teams to design efficient, insight-driven business workflows.
  • Proven experience managing cross-functional alignment and organizational change.
  • Ability to assess current-state processes and guide teams toward more modern, optimized approaches.
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