As a CRM Portfolio Manager on the Transformation & Execution group for Payments, you will be responsible for providing strategic leadership, successful design and execution of the CRM Strategy. You will manage the CRM portfolio and conduct workshops with key members of the user community to ideate future state business process. You will be the owner of the CRM portfolio going forward ensuring that there is alignment between business and technology teams while keeping the business process common at its core, and flexible around the edges to evolve as the business evolves and are designed with effective enablement in mind. 

The CRM Portfolio Manager will support JP Morgan Merchant Services (part of JP Morgan payments), providing thought leadership, roadmap development and solution assessments. The position will require significant collaboration and the ability to be a strategic leader. 

Job Responsibilities

• Support global standardization of enterprise CRM solution
• Establish and define cohesive change management, adoption and technology enablement strategies and plans to ensure successful implementation of CRM program, while minimizing resistance and maximize intended outcomes 
• Engage stakeholders to define business requirements and define success criteria through user stories and story mapping
• Manage projects through the entire lifecycle: Assess and document current process and associated issues, understand desired state, process improvement design and recommendations, translation of business requirements to technical requirements, user acceptance testing and user implementation
• Lead development and sustainment of a comprehensive, integrated change management, adoption and enablement plan for all major CRM eco-system processes, inclusive of managing a team to achieve results by working across functions and payments product areas
• Develop and deploy stakeholder engagement plans to shift technology including digital adoption and artificial intelligence as well as behavior and process changes to achieve project and organizational objectives
• Manage an effective team and become dedicated to fulfilling the organization’s mission through highly successful program implementation, team engagement and continuous improvement; create a culture of transparency and communication throughout the organization 

Required qualifications, capabilities, and skills

• Minimum 5 years of recent experience in complex organization managing enterprise-wide technology enablement and user adoption
• Bachelor's Degree 
• Strong experience of working with front-line sales colleagues to define future state business processes and in identifying features and functions which add the most value to the business
• Strong leadership qualities with proven track record to lead and motivate geographically dispersed teams; aptitude to work effectively with clients, senior management and other team members 
• Exceptional communication skills and ability to communicate and present appropriately at all levels of the organization through written and verbal methods
• Flexible, process-oriented, organized, with excellent analytical & troubleshooting skills

Preferred qualifications, capabilities, and skills

• Extensive experience driving process change and efficiencies– strong focus on execution and delivery against objectives
• PMP Certification
• Salesforce Admin Certification