CRM Change Management & Adoption Lead

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Job Description:

The CRM Change Management & Adoption Lead is responsible for driving successful adoption of the company's CRM platform by ensuring users understand, embrace, and effectively utilize new capabilities and processes. This role serves as the bridge between the CRM Center of Excellence, Sales Enablement, Marketing, Communications, and end users to maximize the business value of CRM investments.

The successful candidate will develop and execute change management strategies, communication plans, user engagement initiatives, and training coordination activities that support global CRM transformation efforts.

Key Responsibilities

Organizational Change Management

• Develop and execute CRM change management strategies for new features, releases, and process changes.

• Assess organizational readiness and identify adoption risks.

• Build stakeholder engagement plans across Sales, Marketing, Revenue Operations, and Leadership.

• Establish and maintain a network of regional CRM Champions and Super Users. Communications & User Engagement

• Create and manage CRM communication plans, including newsletters, release announcements, executive updates, and feature spotlights.

• Develop user-facing messaging that translates technical enhancements into business value.

• Coordinate launch activities for major CRM initiatives.

Training & Enablement

• Partner with Sales Enablement to ensure training materials and collateral accurately reflect CRM capabilities and best practices.
• Coordinate training schedules, webinars, and office hours.
• Maintain CRM knowledge articles, FAQs, and user guides.

Adoption & Measurement

• Develop and monitor CRM adoption metrics and KPIs.
• Analyze user feedback and recommend continuous improvement opportunities.
• Conduct surveys and collect Voice of the User insights.

Qualifications

• 5+ years of experience in Change Management, CRM Enablement, Sales Operations, or Organizational Development.
• Experience supporting enterprise CRM platforms, preferably Salesforce.
• Strong communication, presentation, and stakeholder management skills.
• Experience developing training materials and communication strategies.
• Familiarity with ADKAR, Prosci, or similar change management methodologies preferred.

Success Measures

• CRM adoption and utilization rates.
• User satisfaction scores.
• Training completion rates.
• Reduction in support requests related to new functionality.
• Successful execution of enterprise CRM rollouts.

Employee Type:

Permanent

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.

Other Criteria:

UPS is an equal opportunity employer. UPS does not discriminate on the basis of race/color/religion/sex/national origin/veteran/disability/age/sexual orientation/gender identity or any other characteristic protected by law.

Basic Qualifications:

Must be a U.S. Citizen or National of the U.S., an alien lawfully admitted for permanent residence, or an alien authorized to work in the U.S. for this employer.