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.