IT Manager, CRM

Company Description

Fortune Brands Innovations, Inc. is an industry-leading innovation company focused on creating smarter, safer and more beautiful homes and improving lives. Our driving purpose is that we elevate every life by transforming spaces into havens. We believe our work and our brands can have incredibly positive impacts for not just our business and shareholders, but for people and the planet, too. When you join Fortune Brands, you become part of a high-performing team who are empowered to think big, learn fast and make bold decisions. We support an inclusive and diverse culture where everyone is encouraged and empowered to be their authentic selves, and where our differences and unique perspectives are a key strength. Explore life at Fortune Brands here!

Job Description

As the IT Manager, you will be responsible for the strategy, management, administration, and optimization of FBIN Sales and Service applications. You will be responsible for managing the multiple sales and support systems across various brands at FBIN while managing a dynamic team of internal associates and external vendor support resources. You will play a strategic foundational role in defining and leading our transformation strategy to standardize applications across FBIN brands.

The ideal candidate is a highly experienced CRM professional with over 10 years of expertise in leading Sales and Service application transformations, particularly within the MS Dynamics CRM domain, and has a proven track record of managing cross-functional teams and projects to deliver innovative solutions that enhance customer service and sales processes.

Position location –This position is eligible for a hybrid schedule based in our Oak Creek, WI, North Olmstead, OH or Deerfield, IL.

What you will be doing:

• Develop and execute CRM strategy to unify FBIN brands on consolidated platforms.
• Oversee cloud-based tools to improve sales and customer service.
• Lead and mentor the IT team supporting sales and service systems.
• Foster a high-performing IT team focused on innovation and improvement.
• Manage ongoing updates and maintenance of CRM applications like MS Dynamics and SAP/Oracle Sales and Service Clouds.
• Provide team leadership with clear communication and expectations.
• Set and manage performance metrics to improve systems and processes.
• Coordinate managed services resources and priorities.
• Implement and document system changes, workflows, and events.
• Oversee security models, roles, and privileges.
• Manage upgrades, patches, and new module implementations.
• Collaborate with sales, marketing, and customer service teams to meet technology needs and implement solutions.
• Manage budgets for cloud projects, contract resources, and software licensing.

Qualifications

• 10 years of experience leading CRM transformations and supporting Sales and Service applications.
• 5 years with MS Dynamics CRM Service, integrated with order management, product configurator, and customer portal systems.
• Experience in software development and implementation across various platforms and databases (preferred).
• Experience managing global service platform projects.
• Bachelor’s degree in information systems, Computer Science, Engineering, or related field (preferred).
• MS Dynamics CRM and other relevant certifications (preferred).
• Experience with SAP Sales and Service Cloud (preferred).

Skills:

• Strong experience in business process design and development, especially in Sales and Service CRM.
• Proven ability to collaborate with senior leaders and cross-functional teams to deliver solutions.
• In-depth knowledge of MS Dynamics CRM (D365) and best practices.
• Familiarity with tools like ServiceNow, JIRA, Azure DevOps, Microsoft Teams, Miro, and Smartsheet.
• Excellent communication and presentation skills, both oral and written.
• Ability to build and maintain relationships with internal and external customers.
• Self-motivated, task-oriented team player able to work with minimal supervision.
• Strong problem-solving and analytical skills.
• Focus on system usability, training, and customer satisfaction.

Additional Information

At Fortune Brands, we support the overall health and wellness of our associates by offering comprehensive, competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates’ unique needs. This includes robust health plans, a market-leading 401(k) program with a company contribution, product discounts, flexible time off benefits (including half-day summer Fridays per policy), inclusive fertility / adoption benefits, and more. We offer numerous Employee Resource Groups to support inclusivity and our associates’ feeling of belonging at work.

Fortune Brands is a brand, innovation and channel leader focused on exciting, supercharged categories in the home products, security and commercial building markets. Our portfolio of brands includes Moen, House of Rohl, Aqualisa, SpringWell, Therma-Tru, Larson, Fiberon, Master Lock, SentrySafe and Yale residential.

Fortune Brands is headquartered in Deerfield, Illinois and trades on the NYSE as FBIN

Equal Employment Opportunity

FBIN is an equal employment opportunity employer and does not discriminate against any applicant based on race, color, religion, sex, gender identity or expression, national origin, ancestry, age, disability, marital status, protected veteran status, sexual orientation, genetic history or information, or any other legally protected characteristic.

Reasonable Accommodations

FBIN is committed to working with and providing reasonable accommodation to applicants with disabilities. If you need a reasonable accommodation for any part of the application or interview process, please contact us at [email protected] and let us know the nature of your request along with your contact information. Resumes submitted to this email address will not be responded to.