Training Manager, Customer Relationship Management Program

The Training Manager for the CRM Program is responsible for designing, developing, and executing global learning strategies that enable 6,000+ employees to successfully transition from Salesforce to Microsoft Dynamics 365. This role ensures that users across diverse regions and business units gain the knowledge, skills, and confidence to adopt new CRM capabilities, processes, and ways of working.

As a critical member of the change management team, the training Manager will collaborate closely with external vendor partners and internal teams to deliver consistent, high-quality training in partnership with Sales Excellence and Divisional/Regional SMEs.

Additional Details:

This position requires 20% travel.

Job duties include contact with other employees and access
confidential and proprietary information and/or other items of
value, and such access may be supervised or unsupervised. The
Company therefore has determined that a review of criminal
history is necessary to protect the business and its operations
and reputation and is necessary to protect the safety of the
Company's staff, employees, and business relationships.

Training Strategy & Planning

• Deploy the comprehensive global training strategy and develop the operating model (centralized + local extension) for the program.
• Conduct training needs analyses across 9 business units and 4 regions to define audience groups, rolebased learning paths, and competency requirements.
• Establish the training governance model, standards, and content framework

Learning Development & Content Creation

• Oversee creation of centralized, evergreen core training materials including eLearning, job aids, videos, simulations, demos, and instructorled content.
• Provide templates, starter assets, and examples for Sales Excellence and Divisional/regional SMEs to localize/translate examples and support unique business processes
• Partner with the change network to translate CRM processes and features into digestible, rolebased learning.
• Ensure training reflects global processes while accommodating necessary regional and businessunit variations.
• Establish a centralized Training Hub and "single source of truth" for program training assets; define governance of structure, publishing rights, and user access and provisioning communications.

• Plan and execute training waves for 6,000+ global users across multiple time zones.
• Lead delivery of virtual instructor led sessions and enable regional deployment workshops supported by Sales Excellence and/or local trainers.
• Coordinate logistics, scheduling, and communications in collaboration with regional change and deployment teams.

Stakeholder Engagement & Cross-Functional Collaboration

• Collaborate with business unit leaders, regional change champions, and super user networks to reinforce adoption.

• Coordinate training content and deliverables across three vendor partners, ensuring aligned messaging, timelines, and content quality.

• Engage with program leadership and PMO to track milestones, risks, and dependencies.

Training Measurement & Continuous Improvement

• Develop KPIs to measure training effectiveness, readiness, and adoption progress (capability/readiness metrics; not sales performance KPIs).
• Use feedback surveys, analytics, and performance data to refine training and identify targeted reinforcement needs.
• Report training outcomes and recommendations to program leadership and change governance boards.

Change Enablement Support

• Align training efforts with the broader change strategy including communications, role mapping, readiness assessments, and adoption campaigns.
• Create postgolive reinforcement materials and manage ongoing learning updates through Hypercare and stabilization.
  
  

Minimum Requirements:

• Must be at least eighteen (18) years of age.
• Must be legally authorized to work in the country of employment without needing sponsorship for employment work visa status now or in the future.
• Must be willing to travel up to 20%
• Must have a Bachelor's degree in Education, Business, Organizational Development, or HR
• Must have a minimum five (5) years of experience designing and delivering training for enterprise or global system implementations.
• Must have experience with largescale CRM or ERP transformation projects
• Must have strong instructional design skills across eLearning, ILT/VILT, microlearning, and performance support.
• Must have proven ability to manage training for diverse global audiences within accelerated timelines.
• Must have proficiency with Learning Management Systems (LMS) and digital learning tools.

Preferred Qualifications:

• Have certifications such as ATD CPLP, CPTM, Prosci, or similar.
• Have experience with CRMfocused business processes (sales, marketing, customer experience).
• Have a background in change management, organizational development, or process transformation.
• Have familiarity with Dynamics 365 strongly preferred