Commercial Excellence Senior Manager

Who are we?
At Calumet we deliver innovative specialty products trusted by companies across the globe. We are the foundation to everyday essential products that help millions of people live and thrive. We are headquartered in Indianapolis and have numerous production locations in the US. We are customer focused and utilize our values of collaboration and entrepreneurship to grow the business. We offer a dynamic, high-performance environment where team members can have real input and impact on our business. If you're ready to roll up your sleeves, treat the business as if it is your own and add value accordingly, come see why we're Calumet Proud!

PURPOSE:

The Commercial Excellence Senior Manager serves as the business owner for technology tools used in our Commercial organization, such as our Customer Relationship Management (CRM) platform. The role manages the CRM system's strategic direction and leads enhances to the system and integration with other commercial systems by collaborating with IT for technical implementation. Acts as the bridge between business stakeholders and technical teams, ensuring technology tools for the commercial organization effectively support objectives and drive measurable business value.

KEY OBJECTIVES AND RESPONSIBILITIES:

Commercial Tools Strategy & Business Ownership - Oversee the strategic direction and roadmap of the platforms used by the Commercial (Sales) organization

Usage and Enhancements

• Collaborate with department leaders to align CRM capabilities with business needs
• Determine CRM enhancement priorities based on business needs and strategic alignment
• Establish governance policies for CRM usage, data standards, and security
• Build process and ensure team executes on leveraging our CRM to track integrated marketing campaigns to ensure maximum impact and reach.
• Develop user training programs to maximize CRM adoption and proficiency
• Create and maintain documentation, guides, and best practice resources
• Identify and support departmental CRM champions to drive user adoption
• Provide guidance on best practices for CRM utilization

System Expansion and Enhancements

• Perform strategic solution assessments from a commercial value perspective and lead tactical implementation on add-on technologies to the CRM, such as Service Cloud (Ticket and Dispute Management), SAP Emarsys (Marketing Engagement) or Qualtrics Integration (Transactional and CX Surveys)
• Serve as lead for the commercial organization for integration of the CRM with other systems such as pricing, ERP and reporting systems

Reporting

• Develop, deliver and train on reports that track activities and opportunities in CRM
• Build and deliver a strategy for integrating CRM reporting with other key reporting tools used by the business, such as PowerBI, BOBJ or other reporting tools
• Build process for tracking and reporting on leads in CRM system and ensure cross functional team executes on following and leveraging

Customer Experience Management

• Leverage CRM and other technologies such as Qualtrix to design and implement Customer Experience survey programs to gather user feedback
• Analyze survey results to identify trends and improvement opportunities
• Translate customer insights into actionable enhancements
• Monitor customer satisfaction metrics and drive continuous improvement initiatives
• Conduct research on new technologies that might improve effectiveness and efficiency of commercial organization

REQUIRED EDUCATION/EXPERIENCES:

• Bachelor's degree in Marketing, IT, Business Administration, or a related field.
• Experience in communication, managing change, and influencing without authority in a matrixed organization
• 10+ years of experience in commercial excellence, sales operations, or marketing, with a strong background in technology used in commercial and sales organizations

PREFERRED EDUCATION/EXPERIENCES:

• A Master's degree in Marketing, MBA, or a related field
• Professional certifications in digital marketing or specific tools (e.g., Salesforce or SAP C4C, PowerBI or Tableau, Qualtrix, Google Analytics, HubSpot, etc.)
• Experience in petrochemical industry

COMPETENCIES:

• Demonstration of Calumet Values - Safety, Environment & Social Responsibility, Teamwork, Ownership, Passion for Customers, and Excellence

Salary and benefits commensurate with experience. We are an equal opportunity employer including disability and veteran. All offers of employment are conditioned upon successfully passing a drug test.