CRM/OMS Change Manager

As part of its global transformation, my client is implementing a new org structure and is currently aligning its Commercial operating model across markets and preparing to roll out a shared CRM/OMS platform (Salesforce Brightmedia CRM and AdBook order management system) to the UK, France, Italy, Spain, and Germany.

While design and development are underway for launch in these markets in early 2023

Users in the markets (primarily from Commercial, but also with impacts to Finance) will need to adapt to some new processes, a revised product taxonomy, updated/revised data reporting, and of course adopt new technology to do their jobs.

These populations have also been engaged in more than one change initiative-people, process, and other technologies-that have been undertaken over the last few years; this includes not just adopting change, but of course participating as SMEs in the design and developing of a multi-faceted, multi-function, multi-market transformation.

The timing, communications, and sequence of market rollout needs to be planned carefully with relation to market impacts of other projects / dependencies on those projects; the cycle of business; staffing levels in the individual markets; and overall workload or change fatigue.

The Change Manager for Sales System Globalization will play a key role in ensuring that the initiative meets business objectives by planning and preparing for a well thought out market release, communications & training plan that maximize employee adoption and usage while minimizing resistance.

As the Change workstream lead on the cross-functional program team, the Change Manager will work closely with the Program Director and other workstream leads to develop the market rollout plan including user testing, cutover, training, and post-launch hypercare; advise the business on market readiness and considerations regarding impact to the users in those markets; plan and prepare market communications; provide coaching and support to managers and supervisors help them become successful change sponsors; identify and coach/train super users; lead the development of a training plan and oversee/conduct training

Key Duties & Responsibilities:

• Apply a structured methodology and lead change management activities
• Conduct impact analyses, assess change readiness and identify key stakeholders.
• Develop change management strategies and draft detailed change management plans
• Work with cross-functional program team to integrate change activities and communications into overall market release plan including testing, data/content migration, business cutover, end-to-end training, hypercare
• Develop business go/no-go readiness criteria
• Identify risks and prepare risk mitigation tactics; track and report issues
• Anticipate resistance and plans to overcome/minimise
• Consult and coach project teams
• Create communication plans, sponsor roadmap, coaching plan, and training delivery plan
• Lead the design, development, delivery and management of communications.
• Create training approach; lead development of end-user training materials; overseeing/conduct training
• Support and engage senior leaders and coach managers and supervisors
• Define and measure success metrics and monitor change progress
• 6+ years of experience as change management lead on transformation initiatives involving technology platform rollouts; at least 2 end-to-end multi-market change initiatives
• Experience and knowledge of applying change management principles, methodologies and tools on global programs
• Organized with a natural inclination for planning strategy and tactics
• Exceptional communication skills, both written and verbal
• Ability to clearly articulate messages to a variety of audiences
• Team-player; works well with cross-functional teams to deliver programs
• Flexible and adaptable; able to work in ambiguous situations
• Resilient and tenacious with a propensity to persevere
• Problem solving and root cause identification skills
• Acute business acumen and understanding of organisational issues and challenges
• Familiarity with project management approaches, tools and phases of the project lifecycle
• Experience with large-scale organisational change efforts
• Multi-language a plus: the ability to speak one of or a number of: Spanish, Mandarin, German, Italian, in addition to English would be a great asset for this role.