CRM Program Management Lead

This job is with HP, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly.

CRM Program Management Lead

Summary

Description -

The Consumer CRM Organization acts as HP's single Consumer CRM COE (Center of Excellence) to drive CRM performance for the company. The organization's charter is to grow HP's consumer services and subscriptions and digital direct to customer business (HP.com), simplify the consumer's digital journey to build lifetime relationships, and create world class customer success and consumer experience capabilities.

The CRM PMO (Program Management Office) lead will be responsible for overseeing and coordinating project management activities related to Customer Relationship Management initiatives. This role combines expertise in project management with an understanding of CRM systems and processes. The PMO lead will work closely with the CRM leadership team to support the development and implementation of strategies to acquire and retain customers, optimize customer loyalty and drive customer satisfaction.

Responsibilities

• Document key CRM processes, policies and engagement models.
• Develop and manage the CRM Governance framework, including establishing review cadence, development of KPIs and ongoing communication of progress
• Coordinate with internal and external stakeholders to align on priorities and processes for CRM activities
• Contribute to the development of our PMO standards and processes
• CRM Process of Management (POM):
• Calendar ownership and interlock
• Intake process and engagement model
• Scorecard / KPIs
• Tactical interlock and dependencies
• Touch governance rules
• Functional roadmaps
• Manage and maintain CRM finance & budget
• Drive CRM Operational Metrics while improving efficiency and profitability.
  

Education And Experience Required

• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 10 years of work experience, preferably in project management, HP Services business units and with global projects, or a related field.
  
  

Preferred Certifications

• Project Management Professional (PMP)
  
  

Knowledge & Skills

• Change Management
• Customer Relationship Management
• Key Performance Indicators (KPIs)
• Project Management
• Process Improvement
• Project Documentation
  
  

Cross-Org Skills

• Effective Communication
• Results Orientation
• Learning Agility
• Digital Fluency
• Customer Centricity
  
  

The base pay range for this role is $110,050 to $169,500 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only). Pay varies by work location, job-related knowledge, skills, and experience.

Benefits

HP offers a comprehensive benefits package for this position, including:

• Health insurance
• Dental insurance
• Vision insurance
• Long term/short term disability insurance
• Employee assistance program
• Flexible spending account
• Life insurance
• Generous time off policies, including;
• 4-12 weeks fully paid parental leave based on tenure
• 11 paid holidays
• Additional flexible paid vacation and sick leave (US benefits overview)
  

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

Job -

Business Planning

Schedule -

Full time

Shift -

No shift premium (United States of America)

Travel -

Relocation -

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you'd like more information about HP's EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law - Supplement