Customer Relationship Management Operations Jobs in Indiana

Summary:

Senior Manager, CRM Sales Excellence Lead defines and drives the process-excellence strategy and agenda for the global lead-to-quote process, on a common blueprint that standardizes the core while enabling approved local variation. The role leads end-to-end lead-to-quote process optimization with CRM as the key enablers and serves as the primary liaison between business and business-unit process owners and the CRM product model.
Operating globally, this role partners closely with BU and regional leadership to identify process-improvement opportunities, translate them into product features and user stories, and measure and report on outcomes. It is the connective tissue between commercial strategy and technical delivery.

Key Responsibilities:

Process-Excellence Strategy & Optimization

• Define and drive Sales process-excellence strategy and agenda on a common blueprint - standardize the core, govern approved local and business-unit variation.

• Lead end-to-end lead-to-quote process optimization with CRM as the key enabler, partnering closely with supporting teams to deliver on objectives.

• Use proven templates and methodologies as the model to scale consistent process and reporting across capital equipment and consumable business models and nuanced regions.

Business Partnership & Liaison

• Partner with BU and regional leadership to identify process-improvement opportunities across customer engagement and opportunity/pipeline management.

• Serve as the primary liaison to BU and regional process owners (e.g., PI, MMS, regional leads), bringing requirements into the product model.

• Oversee BU process owners, requirement workshops, and testing coordination; Drive/facilitate alignment on priorities and drive decisions.

• Determine, with business intimacy, whether a robust configured solution or a simpler process best fits a given need - ensuring architecture decisions are business-led.

Requirements Translation & Standardization

• Translate process requirements into product features and user stories in partnership with TDS/IT teams.

• Partner with the regional Product Owner / Leads to sequence work and align global and regional priorities.

• Own standardization and adoption, ensuring sustained usage and measurable business impact.

Measurement & Reporting

• Measure and report on process performance and CRM utilization metrics.

• Track adoption and cycle-time improvement against baselines; surface insights that inform the roadmap.

• Partner with Change Lead to drive change management and business-readiness activities to embed new ways of working.

Minimum Required:

• Bachelor's degree in Business, Information Systems, Engineering, or related field (or equivalent professional experience).

• 7+ years of experience in commercial process design, business analysis, CRM, consulting, or Sales transformation within large, global organizations.

• Demonstrated experience standardizing commercial processes across multiple business units or regions, preferably in Med Device or Life Sciences organizations.

• Strong facilitation skills with proven ability to run workshops and drive cross-functional decisions.

• Demonstrated ability tooperateeffectively and influence without authority in a matrixed environment.

• Willingness and ability to travel up to 30% (Domestic/international) of the time to present in person for workshops, program forums, and key engagements.

Preferred Skills & Experience:

• Experience with CRM platforms (e.g., Salesforce, Dynamics CRM preferred) and lead-to-quote processes.

• Knowledgeable on the intersections and hand-offs that exist with Marketing, CPQ, CLM, and other downstream/upstream teams to get a holistic 360 degree view of the customer.

• Experience translating business requirements into product backlogs in an Agile delivery environment.

• Familiarity with how mature sales organizations leverage AI to enhance productivity and leverage insights for more intelligent decision making.

Ideal Candidate Leadership Attributes:

• Comfortable operating amid ambiguity, incomplete data, and evolving enterprise priorities.

• Commercially grounded, people-first leader with strong business acumen.

• Curious and innovative, with the ability to push boundaries while navigating governance and risk.

• Trusted partner who collaborates effectively and constructively challenges when needed.

• Strong ownership mindset - treats the strategy, the budget, and the governance as theirs to defend.

• Data-driven decision-maker who translates insights into action.

• Clear, concise communicator with a strong executive presence.

• High integrity, strong learning agility, and resilience in a fast-changing environment.

PayTransparencyStatement:

At BD, we are committed to supporting our associates' well-being, development, and success through a performance-based culture. For this position, BD offers a competitive compensation package along with the following benefits specific to this role:

Annual Bonus

Potential Discretionary LTI Bonus

Health and Well-being Benefits

Medical coverage

Health Savings Accounts

Flexible Spending Accounts

Dental coverage

Vision coverage

Hospital Care Insurance

Critical Illness Insurance

Accidental Injury Insurance

Life and AD&D insurance

Short-term disability coverage

Long-term disability insurance

Long-term care with life insurance

Other Well-being Resources

Anxiety management program

Wellness incentives

Sleep improvement program

Diabetes management program

Virtual physical therapy

Emotional/mental health support programs

Weight management programs

Gastrointestinal health program

Substance use management program

Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit

Retirement and Financial Well-being

BD 401(k) Plan

BD Deferred Compensation and Restoration Plan

529 College Savings Plan

Financial counseling

Baxter Credit Union (BCU)

Daily Pay

College financial aid and application guidance

Life Balance Programs

Paid time off (PTO), including all required State leaves

Educational assistance/tuition reimbursement

MetLife Legal Plan

Group auto and home insurance

Pet insurance

Commuter benefits

Discounts on products and services

Academic Achievement Scholarship

Service Recognition Awards

Employer matching donation

Workplace accommodations

Other Life Balance Programs

Adoption assistance

Backup day care and eldercare

Support for neurodivergent adults, children, and caregivers

Caregiving assistance for elderly and special needs individuals

Employee Assistance Program (EAP)

Paid Parental Leave

Support for fertility, birthing, postpartum, and age-related hormonal changes

Leave Programs

Bereavement leaves

Military leave

Personal leave

Family and Medical Leave (FML)

Jury and Witness Duty Leave