Director, CRM and Customer Portals

Apogee Enterprises, Inc. (NASDAQ: APOG) was founded in 1949 and is headquartered in Minneapolis, MN. Apogee is a growing, profitable company with annual revenues approaching $1.5 billion. Apogee is a leading provider of architectural products and services for enclosing buildings, and high-performance coated materials for a variety of applications, including decor, graphic design, and building products. To learn more about our brands visit www.apog.com

Position Summary

The Director of CRM (Customer Relationship Management) and Customer Portals is accountable for the operations, health, and effective usage of CRM systems, customer portals, and supporting technologies used across Apogee business segments. This role leads the strategy, development, implementation, and maintenance of CRM systems and customer portals that support the organization's business operations and objectives, particularly with sales effectiveness and customer focus. Reporting to the VP of Digital Applications, this person will partner closely with Segment Sales and Marketing leaders and collaborate with IT stakeholders to ensure aligned solution delivery to drive business value with appropriate governance, as well as system maintenance and productivity. This role manages a small team of professionals, collaborating with stakeholders across departments, and ensures that technology solutions align with business goals to drive efficiency, scalability, and innovation.

Responsibilities

Strategy, Governance, and Design of CRM and customer portal technology enablement. Scope includes strategy, governance, and design of technology enablement as we design our future processes and solution. Scope includes the full implementation life cycle, from scoping to deployment for sustainable and scalable operations.

• Collaborate with Apogee enterprise leadership and segment sales and marketing leaders to create the technology-enabled roadmap related to sales effectiveness and customer focus.
• Determine areas of highest impact to create an achievable technology roadmap, considering processes, data, and system enablement and to drive digital transformation that realizes a high value to Apogee. Ensure coordination across initiatives, enablement to business roadmaps, and actionable insights to leadership.
• Drive alignment across the organization to determine what should be governed at an enterprise vs business segment level for processes, data, and system configuration.
• Ensure governance at an enterprise level and effective delivery according to aligned roadmaps and aligned with our Apogee business strategy goals and objectives. Responsible for system design governance and resulting architecture.
• Responsible for target architecture standards, as well as platform/module selection in collaboration with stakeholders. Articulate and drive design considerations, trade-offs, benefits, and recommendations for system architecture.
• Design, develop, and implement applications, features, and integrations with the CRM platform, avoiding customizations where possible. Collaborate with key stakeholders to gather and analyze requirements.
• Lead the technology delivery of the aligned roadmap, driving accountability across both internal and external teams.
• Ensure on-time and quality delivery of projects as planned, as well as effective communication, change management, and training to ensure user adoption.

Application ownership, including work intake and delivery. Collaborate across stakeholders to prioritize and manage the demand of requests and projects regarding applications used in business segments for CRM and portals. Current technology includes Salesforce, Oracle Cloud, SmartSheets, and custom portals.

• Responsible for day-to-day support and maintenance of CRM and supporting tools, to ensure business continuity and productivity.
• Partner with BRMs to identify areas of greatest impact and determine technology solutions to deliver, with a "reuse before buy before build" mindset, to optimize our application footprint and drive digital transformation that realizes a high value to Apogee.
• Establish, prioritize, and govern work intake process related to CRM and customer portals. Ensure quality delivery and accountability to commitments.
• Ensure on-time and quality delivery of projects as planned, as well as effective communication, change management, and training to ensure user adoption. Responsible for release management.
• Create and maintain technical documentation, including design specifications, test plans, and user guides.
• Ensure the quality and performance of solutions through rigorous testing and issue resolution.
• Actively maintain relationships with CRM platform counterparts and overall user community to stay up-to-date with the latest technologies and best practices, including automation and AI. Deliver product recommendations and business cases to leadership.
• Champion forums for stakeholders to share and leverage best practices, both internal and external to Apogee.

IT Leadership and Team Management. Lead and motivate a small team of analysts to ensure the needs of the organization are met.

• Provide functional supervision and motivation to staff. This includes workforce planning, hiring, performance management, coaching, and career development. Drive a high-performing team culture aligned to business outcomes, focused on best practices to leverage scale. Allocate resources effectively to ensure timely delivery of projects and tasks.
• Support the VP of Digital Applications to establish and manage the IT budget for CRM and customer portals. Responsible for forecasts, vendor management, license agreements and renewals, invoice processing, and overall control of technology spend, considering scalability with the growth of the company.
• Participate in the oversight of technology service suppliers and delivery of their services. This includes providing customer feedback, oversight of service agreements and commitments being met, and corrective action plans with providers if not meeting their commitments.
• Manage the work funnel and deliverables with external resources to ensure accountability and quality of work in a future-proof manner.
• Ensure necessary cross-training and documentation for sustainability.

Personal Attributes

The successful candidate will be expected to be a high-energy, creative, and resourceful self-starter who demonstrates leadership skills and instincts. He/she is highly intelligent and enthusiastic with a commitment to excellence. In terms of personal competencies, the successful candidate must be a hands-on person who possesses the best combination of strategic thinking and drive to achieve tangible business results. In addition, he/she should possess the following competencies:

• Ethics: Highest level of professional integrity and honesty as well as personal credibility.
• Influencing Skills, Takes Initiative, and Results-Oriented: A driver who possesses the ability to take actions and implement effective solutions in a timely manner often while influencing across different functions and levels of the organization.
• Problem Solver: A creative yet pragmatic problem solver who can anticipate potential challenges and proactively address to remove barriers to progress. Methodical and hands-on as well as detail oriented. Strong analytical skills.
• Change Management. Exposure to significant enterprise level change. Demonstrated ability to operate within a team environment, and highly dynamic situations. Has an 80/20 sense of what matters and can manage complexity and build consensus through strong collaboration.
• Project Management: Excellent planning, execution and project-management skills.
• Teamwork and Interpersonal Skills: A team player and builder, receptive to ideas from others. Shares information and keeps team members and partners informed. Works effectively with others to identify and resolve issues. Excellent interpersonal skills and an ability to interact successfully with all levels of management as well as a diverse work force. Ability to understand and add value to high-level management interactions.

Education & Experience

• Bachelor's degree in Information Technology, or a related field; Master's degree preferred.
• Over 10 years' experience with a focus on applications used at an enterprise level, with at least 5 years in a leadership role.
• Minimum of 5 years Salesforce experience. Proven knowledge leveraging platform features, while minimizing customizations. Salesforce certifications preferred.
• Proven experience in leading teams and managing large-scale application projects.
• Proven experience collaborating with sales and marketing leadership, with a solid understanding of goals and objectives in this area.
• Demonstrated experience working, aligning, and governing across multiple business segments within an organization.
• Strong understanding of application architecture and integration.
• Excellent communication and interpersonal skills, with the ability to interact effectively with technical and non-technical stakeholders.
• Demonstrated experience in strategic planning, budget management, and resource allocation.
• Strong business partnership and service mindset for business partnership and outcomes.

Travel Requirements

• Travel anticipated approximately 5-10%

Pay Range

• $150,000 - $190,000

Apogee is an Equal Opportunity/Affirmative Action Employer.

#LI-TV1

Our Benefits

We care about and invest in our employees. We are proud to offer a comprehensive benefits package designed to support their well-being and foster professional development. Here is a glimpse of what you can look forward to if you join our team.

• Competitive Benefits Package for employees and their dependents (Medical, Dental, Vision, Life, Disability)

• Incentive Plans

• 401(k) with employer contribution and match

• Employee Stock Purchase Plan with employer match

• Paid Time Off (Vacation and Sick Time)

• Paid Holidays

• Tuition Reimbursement Program

• Employee Assistance Program (EAP)

• Wellness Program

• Training and Career Progression

Apogee and our brands are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by state or federal law.