Bank of the West CRM IT Manager in San Ramon, California

CRM IT Manager


At Bank of the West, our people are having a positive impact on the world. We’re investing where we feel we can make the most impact, like advancing diversity and women entrepreneurship programs, financing for more small businesses, and promoting programs for sustainable energy. From our locations across the U.S., Bank of the West is taking action to help protect the planet, improve people’s lives, and strengthen communities. We are part of BNP Paribas, a global leader supporting the UN Sustainable Development Goals (SDGs). Yes, we’re a bank, but as the bank for a changing world, we are continually seeking to improve the ways we help our customers, while contributing to more sustainable and equitable growth.

Job Description Summary

We are looking for an experienced and entrepreneurial Leader to manage the new CRM IT team within IT's Shared Services Organization. The CRM IT Manager is responsible for the design, implementation, and delivery of CRM services across MS Dynamics and He/she will be responsible for developing the roadmap and initiatives together with relevant stakeholders (across BU’s) and ensure that a committed portfolio of projects are delivered within agreed constraints. In addition, the Competence Center Leader is accountable for the day-to-day delivery and on-going enhancements of the related IT services, including management of outsourcing partners.

Key Responsibilities

IT Management

  • Manage resources, vendors and evaluate/report on the overall performance of the CRM IT Team.

  • Interface with business stakeholder to ensure that business needs are captured and translated to solutions.

  • Communicate to the business stakeholders the value and potential of the CRM services.

  • Ensure that the CRM Governance mechanisms are adhered to, partner with the necessary group to adapt them as necessary.

Service Design & Development

  • Manage the planning, designing, building and implementation of CRM services including new development and major enhancements to existing systems

  • Deliver committed portfolio of projects within agreed constraints

  • Ensure that the CRM services have been developed to meet Operational and Service Level Requirements

  • Serve as point of escalation, review and approval for key issues and decisions for CRM domain

Service Management & Operations

  • Verify service operations against stated Service Level Agreements and Operational Level Agreements

  • Provide and maintain a single source of consistent information on IT services delivered to the business services or components in the enterprise IT environment and ensure capacity meets business needs



Key Skills and Requirements

  • Academic level preferably in IT, Business Administration or Marketing.

  • Approximately 10 years working experience in IT and/or CRM consulting. At least 2 years as a manager.

  • Comfortable working at C-level

  • Strong experience with CRM (MS Dynamics and/or implementations, Digital Marketing solutions.

  • Strong experience with Agile delivery

  • Track record of working collaboratively in a corporate environment with other disciplines (Marketing, Sales, Customer Service, IT).

  • Experience with outsourced delivery, preferably including offshoring teams in India

  • Speaks and write fluently in English

Key Competencies

  • Team player with good organization skills

  • Excellent communicator with an independent mind and a flexible and cooperative attitude.

  • Confident, astute and mature in style.

  • Critical, curious with strong analytical and ability to be look for creative solutions.

  • Proactive, results oriented and hands on approach in leading audits.


  • Bachelor's Degree

Equal Employment Opportunity Policy

Bank of the West is an Equal Opportunity employer and proud to provide equal employment opportunity to all job seekers without regard to any status protected by applicable law. Bank of the West is also an Affirmative Action employer - Minority / Female / Disabled / Veteran.

Bank of the West will consider for employment qualified applicants with criminal histories pursuant to the San Francisco Fair Chance Ordinance subject to the requirements of all state and federal laws and regulations.

Job: Technology

Location: United States-California-San Ramon

Requisition ID: 042072