Manager - CRM and sales transformation

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all. Consulting - Manager - CRM and Sales Transformation At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. About Global Delivery Services Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda. Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom. Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service. Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services. Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation. The Opportunity The Manager - CRM and Sales Transformation will drive CRM and sales transformation initiatives within the Customer practice, combining CRM strategy, sales effectiveness, commercial operating model design, and delivery excellence. The role will support clients in improving lead-to-cash processes, pipeline discipline, customer engagement, sales productivity, and adoption of CRM-enabled workflows. You will work with senior stakeholders to assess sales and CRM maturity, shape transformation roadmaps, and implement practical solutions that improve conversion, forecasting, sales governance, and revenue realization. Your Key Responsibilities • Business Development & Market Leadership • Support CRM and sales transformation pipeline development across advisory and implementation opportunities, contributing to revenue growth and client expansion. • Contribute to proposals, RFP responses, solution design workshops, CRM demos, and executive-level presentations to support deal progression. • Support GTM strategies for CRM modernization, sales effectiveness, customer data improvement, and commercial operating model transformation. • Design practical CRM and sales transformation offerings aligned with client priorities, including sales process standardization, pipeline governance, account planning, and digital selling enablement. • Contribute to thought leadership, points of view, and client conversations on CRM adoption, sales productivity, commercial excellence, and AI-enabled sales insights. • Stay abreast of evolving sales models, customer engagement trends, CRM capabilities, and digital selling practices that may affect client growth strategies. • Client Engagement & Delivery • Lead CRM and sales transformation workstreams from current-state assessment through solution design, implementation planning, adoption, and value tracking. • Assess sales processes, CRM usage, data quality, coverage models, lead management, opportunity management, account planning, forecasting, and performance governance to identify improvement opportunities. • Design CRM-enabled operating models, sales process frameworks, governance mechanisms, role definitions, adoption plans, and performance dashboards. • Drive standardization and enablement initiatives across lead management, opportunity management, pipeline reviews, territory planning, account management, forecasting, and customer engagement workflows. • Partner with sales, marketing, customer service, technology, and data teams to translate commercial priorities into business requirements, process maps, user stories, and implementation roadmaps. • Support adoption of CRM workflows, sales analytics, automation, and AI-enabled insights to improve selling discipline, customer engagement, and productivity. • Develop business cases and financial models to quantify revenue uplift, productivity gains, forecast accuracy improvement, conversion improvement, and cost-to-sell reduction. • Ensure delivery excellence across assigned workstreams, including scope, timeline, budget, stakeholder alignment, dependencies, risks, and executive reporting. • Technology & Innovation • Enable teams to leverage CRM platforms, sales enablement tools, marketing automation, customer data platforms, workflow automation, analytics, and AI-enabled insights. • Stay ahead of technology trends shaping CRM and sales transformation, including generative AI for sales, next-best-action, lead scoring, sales forecasting, and intelligent account planning. • Identify opportunities to develop reusable CRM assessment tools, sales process design assets, adoption playbooks, and performance dashboard templates. • Leadership & People Development • • Manage project teams or workstreams and ensure high-quality delivery across CRM and sales transformation engagements. • Mentor consultants and analysts on CRM transformation methods, sales process design, requirements structuring, delivery governance, and stakeholder engagement. Skills And Attributes For Success Ideally, you’ll also • Demonstrate knowledge of CRM and sales transformation capabilities, including operating model design, adoption strategy, sales governance, incentive effectiveness, territory planning, and pipeline optimization. • Have experience leveraging digital selling and AI-driven sales capabilities, including lead scoring, next-best-action recommendations, customer 360 insights, and advanced sales analytics. • Have experience with leading CRM platforms and ecosystems, including Salesforce Sales Cloud, Microsoft Dynamics 365 Sales, HubSpot, Oracle CX, SAP Sales Cloud, and similar technologies. What We Look For • 8+ years of experience in CRM transformation, sales transformation, commercial excellence, revenue growth strategy, sales operations, or customer engagement transformation. • Consulting experience is desired. • Proven experience supporting or leading CRM-enabled sales transformation programs, CRM adoption initiatives, or sales performance improvement initiatives. • Strong understanding of lead management, opportunity management, pipeline governance, account planning, forecasting, territory planning, customer data, and sales performance metrics. • Hands-on experience with CRM platforms, sales analytics, workflow automation, sales enablement tools, or sales process redesign. • Strong stakeholder management, business communication, structured problem-solving, and project delivery skills. What We Offer You At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. Learn more. Are you ready to shape your future with conf