What are the responsibilities and job description for the Change Management & Enablement Lead CRM Transformation position at Capgemini America, Inc.?
Job Details
Role Summary
We are seeking a Change Management & Enablement Lead to drive organizational change tied to enterprise CRM transformation. You will own adoption outcomes across Sales, Service, and Marketing by combining OCM strategy with handson enablement including the creation of highquality training guides, personabased onboarding journeys, and facilitated learning that changes daytoday behavior.
What You ll Do
Strategy & Planning
- Build a CRMfocused OCM strategy aligned to business goals, release plans, and field realities.
- Run change impact & readiness assessments across roles and geographies.
Enablement & Training (handson)
- Author, own, and version training guides (user guides, quickstart, howto, inflow tips), including visuals/video/microlearning.
- Design personabased onboarding for SDRs/AEs, Service Agents, Managers, and Executives.
- Deliver/facilitate training (live, virtual, recorded) and coach change agents to scale.
Stakeholder Engagement
- Build and lead a Change Agent Network across Sales, Service, Marketing, and IT.
- Influence VPlevel sponsors and frontline managers; address resistance with data and field feedback.
Communication & Adoption
- Create targeted comms (multichannel) that reinforce messages and behaviors.
- Integrate enablement with release management, UAT, and hypercare.
Monitoring & Reporting
- Maintain adoption/proficiency dashboards and readiness reports for leadership.
- Close feedback loops from the field; iterate guides and onboarding based on usage and outcomes.
- Ensure auditready documentation of change activities.
What We re Looking For
- Bachelor s degree in Business, Organizational Development, or related field (Master s preferred).
- 10 years in change management, with 5 years leading enterprise CRMrelated change (brandlevel CRM experience; platform specifics not required).
- Proven record creating and owning training guides and delivering enablement that improves adoption and performance.
- Methodology depth (PROSCI/ADKAR, CCMP, PMP preferred) applied pragmatically.
- Executive presence; able to influence VPlevel leaders and coach field managers.
- Experience standing up and measuring a Change Agent Network.
Why Join Us
- Lead a highvisibility transformation, combining strategy with handson enablement.
- Partner with senior leadership and expert CRM teams to convert change into behavior and results.
- Competitive compensation and bonus structure.
Life at Capgemini:
Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:
Flexible work
Healthcare including dental, vision, mental health, and well-being programs
Financial well-being programs such as 401(k) and Employee Share Ownership Plan
Paid time off and paid holidays
Paid parental leave
Family building benefits like adoption assistance, surrogacy, and cryopreservation
Social well-being benefits like subsidized back-up child/elder care and tutoring
Mentoring, coaching and learning programs
Employee Resource Groups
Disaster Relief