Manager CRM Effectiveness

POSITION SUMMARY:  Manager CRM Effectiveness strategically manages and implements solutions for Sales and Customer Experience, enhancing sales efficiency and optimizing both internal and external customer experiences. This role ensures continuous improvement of processes and systems support across all sales verticals and customer service within the company. The Manager of CRM Effectiveness collaborates closely with business and IT stakeholders and external vendors to design, develop, test, train, and implement solutions that meet the evolving needs of Sales and Customer Experience teams. Additional responsibilities include advanced sales reporting and comprehensive sales performance analysis.

PRINCIPAL RESPONSIBILITIES: 

• Serve as the primary subject matter expert on sales and customer service processes and technology solutions within the CRM ecosystem, with a focus on Salesforce and integrated platforms.
• Drive innovation and continuous improvement within sales processes, tools, and technology, leveraging emerging trends such as AI and machine learning where applicable.
• Engage proactively with management and project stakeholders to understand business needs, prioritize initiatives, and deliver high-impact projects and business cases for Sales and Customer Experience teams.
• Oversee training and communication for CRM enhancements. Collaborate with the Talent and Learning Department to ensure successful rollout of all processes across sales verticals and customer experience teams.
• Cultivate strong working relationships and communicate effectively with Corporate and other key business partners regarding the Sales Effectiveness vision, initiatives, and KPIs.
• Lead cross-functional teams to manage projects, setting clear expectations and priorities, interacting with decision-makers, and ensuring all agreed-upon deliverables are met on time and within budget.
• Implement a proactive communication strategy to relay status updates, issues, and other critical information in a timely and transparent manner.
• Spearhead business and functional requirement gathering from System Users, Business Owners, and Subject Matter Experts, employing modern methodologies such as design thinking and agile practices.
• Lead efforts to select, configure, develop, and maintain technology solutions, with a primary focus on Salesforce and its ecosystem of integrated applications.
• Create and manage detailed project work plans for Sales system development and enhancement projects, utilizing project management tools and methodologies.
• Oversee functional and user acceptance testing as part of project implementation, ensuring high-quality deliverables that meet business requirements.
• Develop and maintain advanced Salesforce reports and interactive dashboards, leveraging data visualization tools to provide actionable insights to stakeholders.
• Implement and manage data governance practices to ensure data quality and integrity within the CRM system.
• Stay current with CRM industry trends, best practices, and emerging technologies to continually improve the company's sales and customer experience capabilities.
• Perform other job-related duties as assigned or identified, demonstrating flexibility and adaptability in a fast-paced environment.

QUALIFICATIONS: 

• 3+ years experience in product ownership, process design, or standardization
• 2+ years of experience with Salesforce planning and execution
• 2+ years of progressive supervisory or management experience
• Advanced proficiency in data analysis and visualization tools, including but not limited to Excel, PowerPoint, Power BI, and Salesforce Dashboards
• Previous experience collaborating with executive management and key stakeholders, showcasing strong communication and interpersonal skills

MINIMUM QUALIFICATIONS:

• 7 years’ experience in a progressive CRM or Sales role.

Rewarding Compensation and Benefits

Eligible employees can elect to participate in:
• Comprehensive medical benefits coverage, dental plans and vision coverage.
• Health care and dependent care spending accounts. 
• Short- and long-term disability.
• Life insurance and accidental death & dismemberment insurance.
• Employee and Family Assistance Program (EAP).
• Employee discount programs.
• Retirement plan with a generous company match.
• Employee Stock Purchase Plan (ESPP).

The statements used herein are intended to describe the general nature and level of the work being performed by an employee in this position, and are not intended to be construed as an exhaustive list of responsibilities, duties and skills required by an incumbent so classified.  Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company.

EEO STATEMENT:Republic Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, relationship or association with a protected veteran (spouses or other family members), genetic information, or any other characteristic protected by applicable law.

ABOUT THE COMPANY

Republic Services, Inc. (NYSE: RSG) is a leader in the environmental services industry. We provide customers with the most complete set of products and services, including recycling, waste, special waste, hazardous waste and field services. Our industry-leading commitments to advance circularity and support decarbonization are helping deliver on our vision to partner with customers to create a more sustainable world.

In 2023, Republic’s total company revenue was $14.9 billion, and adjusted EBITDA was $4.4 billion. We serve 13 million customers and operate more than 1,000 locations, including collection and transfer stations, recycling and polymer centers, treatment facilities, and landfills.

Although we operate across North America, the collection, recycling, treatment, or disposal of materials is a local business, and the dynamics and opportunities differ in each market we serve. By combining local operational management with standardized business practices, we drive greater operating efficiencies across the company while maintaining day-to-day operational decisions at the local level, closest to the customer.

Our customers, including small businesses, major corporations and municipalities, want a partner with the expertise and capabilities to effectively manage their multiple recycling and waste streams. They choose Republic Services because we are committed to exceeding their expectations and helping them achieve their sustainability goals. Our 41,000 team members understand that it's not just what we do that matters, but how we do it.

Our company values guide our daily actions:

• Safe: We protect the livelihoods of our colleagues and communities.
• Committed to Serve: We go above and beyond to exceed our customers’ expectations.
• Environmentally Responsible: We take action to improve our environment.
• Driven: We deliver results in the right way.
• Human-Centered: We respect the dignity and unique potential of every person.

We are proud of our high employee engagement score of 86. We have an inclusive and diverse culture where every voice counts. In addition, our team positively impacted 4.6 million people in 2023 through the Republic Services Charitable Foundation and local community grants. These projects are designed to meet the specific needs of the communities we serve, with a focus on building sustainable neighborhoods.   

STRATEGY

Republic Services’ strategy is designed to generate profitable growth. Through acquisitions and industry advancements, we safely and sustainably manage our customers’ multiple waste streams through a North American footprint of vertically integrated assets.  

We focus on three areas of growth to meet the increasing needs of our customers: recycling and waste, environmental solutions and sustainability innovation.

With our integrated approach, strengthening our position in one area advances other areas of our business. For example, as we grow volume in recycling and waste, we collect additional material to bolster our circularity capabilities. And as we expand environmental solutions, we drive additional opportunities to provide these services to our existing recycling and waste customers.

Recycling and Waste

We continue to expand our recycling and waste business footprint throughout North America through organic growth and targeted acquisitions. The 13 million customers we serve and our more than 5 million pick-ups per day provide us with a distinct advantage. We aggregate materials at scale, unlocking new opportunities for advanced recycling. In addition, we are cross-selling new products and services to better meet our customers’ specific needs.

Environmental Solutions

Our comprehensive environmental solutions capabilities help customers safely manage their most technical waste streams. We are expanding both our capabilities and our geographic footprint. We see strong growth opportunities for our offerings, including PFAS remediation, an increasing customer need. 

SUSTAINABILITY INNOVATION

Republic’s recent innovations to advance circularity and decarbonization demonstrate our unique ability to leverage sustainability as a platform for growth.

The Republic Services Polymer Center is the nation’s first integrated plastics recycling facility. This innovative site processes rigid plastics from our recycling centers, producing recycled materials that promote true bottle-to-bottle circularity. We also formed Blue Polymers, a joint venture with Ravago, to develop facilities that will further process plastic material from our Polymer Centers to help meet the growing demand for sustainable packaging. We are building a network of Polymer Centers and Blue Polymer facilities across North America.

We continue to advance decarbonization at our landfills. As demand for renewable energy continues to grow, we have 70 landfill gas-to-energy projects in operation and plan to expand our portfolio to 115 projects by 2028.

RECENT RECOGNITION

• Barron’s 100 Most Sustainable Companies
• CDP Discloser
• Dow Jones Sustainability Indices
• Ethisphere’s World’s Most Ethical Companies
• Fortune World’s Most Admired Companies
• Great Place to Work
• Sustainability Yearbook S&P Global