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Job Description

CRM Platform Manager

Job ID MIR00000957 Date posted 03/15/2019

The Digital Enterprise spearheads digital operations to enable best-in-class B2B digital experiences to all users (Customers, Sales Consultants and Suppliers).Therefore, the role of the CRM Platform Manager will be to enable the SGWS digital vision and roadmap through the definition of critical new digital processes (i.e., online ordering, managing online product catalogs, monitoring customer interaction touchpoints). The candidate will require depth of B2B experience, as well as a passion for the wine and spirits categories.

Overall, this role will guide the development and ongoing State implementation of the newly created Digital Enterprise.

The responsibility of this role will evolve as the organization continues to enhance its digital capability.

Immediate Accountabilities:

  • Influence Field Sales engagement of the CRM platform (

  • Influence and participate in the Change Network community

  • Setup, maintain and troubleshoot CRM Users

  • Communicate CRM usage compliance progress and results (i.e. Dashboards)

  • Attend General Sales Meetings across all divisions

  • Direct point of contact for Field Sales CRM support

  • Manage Communication Plan

    • Customize content from Corporate Team for local consumption

    • Ensure exceptional communication between Corporate, State and Sales Management

    • Provide ongoing feedback across all stakeholders

  • Collaborate with Learning & Development on CRM training

Evolution of Accountabilities:

  • Identifying new and non-existing enterprise processes for E-Commerce and CRM capabilities
  • Designing digital business processes to drive standardization, simplification, and integration of digital requirements (business requirements, user stories, L1 – L4 processes)
  • Prioritize implementation of processes based on required level of change & impact to day-to-day business
  • Collaborate with various functions, both Regional and State, to implement new processes.


Identify New E-Commerce & CRM Processes:

  • Identify core Digital Enterprise business processes, associated business scenarios, and business process scripts required to implement and operate new SGWS B2B E-Commerce and CRM capability
  • Collaborate with critical SGWS functions (IT, Supply Chain, BI, Service, Commercial Operations) to understand key business requirements to ensure successful implementation and operation of E-Commerce and CRM capability
  • Conduct analyses to measure the effectiveness of current and new online sales and service delivery methods and processes

Design & Prioritize New Processes Across Digital Enterprise:

  • Design and document business processes in accordance with industry business process modeling standards
  • Contribute to Digital Enterprise vision, use cases, use case models and supplementary specifications including screen mock-ups, report mock-ups and business rules
  • Provide process and process implications documentation, including but not limited to process models, gap assessments, business requirement definitions, cost estimations, environmental scans, and updates to digital roadmaps in support of Digital Enterprise evolution
  • Integrate new processes to deliver a range of digital user services across CRM and E-Commerce
  • Develop business requirements and changes to processes during the Digital Enterprise transformation

Collaborate with functions, both Regional and State, to implement new processes

  • Provide recommendations to SGWS functions, both Regional and State, on changes in business methods and processes, including appropriate staffing levels, resource allocation, and alternate service delivery options
  • Organize, participate and conduct proof-of-concept initiatives with impacted functions (region, suppliers, customers and third-party vendors) that will assist in the determining the adoption of new technologies and processes
  • Share research and analysis on opportunities to employ emerging process redesigns to deliver E-Commerce and CRM services
  • Prepare reports to for State and Corporate leadership supporting recommendations on changes in business methods and business processes, including appropriate staffing levels and resource allocation


Education & Experience:

  • Bachelor’s degree, MBA preferred
  • Certification in Business Process Design and Management (e.g., CBPP) or Business Process Management courses preferred
  • 5+ years of experience with CRM and E-Commerce platforms, capabilities, organizations
  • Proven B2B experience
  • Passion for wine and spirits category
  • Extensive experience analyzing and implementing digital business process modelling, process improvement, organizational design, and digital roadmaps
  • Demonstrated experience using a variety of software packages including process design software (e.g. Visio), business requirements management and quality assurance tools (e.g., Blueprint, HP QC), project management software (e.g., MS Project) and MS Office (e.g., Power Point, Excel, Access, and Word)
  • Experience and / or strong familiarity in the Wine & Spirits industry



  • Exceptional level of B2B e-Commerce and CRM expertise
  • Strong knowledge of digital transformation, CRM, E-Commerce platforms
  • Strong knowledge of business process development, re-engineering, and management
  • Understands and applies latest business process methodologies for E-Commerce and CRM
  • Strong understanding of change management (e.g., impact analysis, stakeholder communications, etc.)


  • Ability to work with multiple stakeholders across a variety of functional disciplines
  • Ability to simultaneously focus on big picture, details, and driving results
  • Ability to motivate staff/project team, inspire teamwork and take a leadership role


  • Ability to translate technical requirements (defined by developers and system administrators) to non-technical users (commercial operations and sales teams)
  • Superior analytical, interpersonal and problem-solving skills
  • Ability to solve complex problems and leverage organizational experience

Work Environment:

  • Comfortable in changing, fast paced environment with tight deadlines
  • Ability to multi-task and prioritize different projects and workstreams
  • Ability to travel domestically to field locations as needed

Primary Location:United States-Florida-Miramar
Shift:Day Shift

Southern Glazer's Wine and Spirits recruits and hires qualified candidates without regard to race, religion, color, sexual orientation, gender, gender identity, age, national origin, ancestry, citizenship, veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote the concept of equal employment opportunity and affirmative action, in accordance with all applicable federal, state and municipal laws. The Company prohibits discrimination on other bases such as ancestry, medical condition, or marital status under applicable laws. We make reasonable accommodations to meet our obligations under the Americans with Disabilities Act (ADA) and state disability laws. Candidates should possess the right to work in the United States, as it is not the general practice of Southern Glazer's Wine and Spirits to sponsor individuals for work visas.

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