Summary:

The Consumer CRM Organization acts as HP’s single Consumer CRM COE (Center of Excellence) to drive CRM performance for the company.  The organization’s charter is to grow HP’s consumer services and subscriptions and digital direct to customer business (HP.com), simplify the consumer’s digital journey to build lifetime relationships, and create world class customer success and consumer experience capabilities.

The CRM PMO (Program Management Office) lead will be responsible for overseeing and coordinating project management activities related to Customer Relationship Management initiatives. This role combines expertise in project management with an understanding of CRM systems and processes. The PMO lead will work closely with the CRM leadership team to support the development and implementation of strategies to acquire and retain customers, optimize customer loyalty and drive customer satisfaction.

Responsibilities:

Document key CRM processes, policies and engagement models.Develop and manage the CRM Governance framework, including establishing review cadence, development of KPIs and ongoing communication of progressCoordinate with internal and external stakeholders to align on priorities and processes for CRM activitiesContribute to the development of our PMO standards and processesCRM Process of Management (POM):Calendar ownership and interlockIntake process and engagement modelScorecard / KPIsTactical interlock and dependenciesTouch governance rulesFunctional roadmapsManage and maintain CRM finance & budgetDrive CRM Operational Metrics while improving efficiency and profitability.

Education and Experience Required

Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.Typically has 10+ years of work experience, preferably in project management, HP Services business units and with global projects, or a related field.

Preferred Certifications

Project Management Professional (PMP)

Knowledge & Skills

Change ManagementCustomer Relationship ManagementKey Performance Indicators (KPIs)Project ManagementProcess ImprovementProject Documentation

Cross-Org Skills

Effective CommunicationResults OrientationLearning AgilityDigital FluencyCustomer Centricity

The base pay range for this role is $110,050 to $169,500 annually with additional opportunities for pay in the form of bonus and/or equity (applies to US candidates only).  Pay varies by work location, job-related knowledge, skills, and experience.

Benefits:

HP offers a comprehensive benefits package for this position, including:

Health insuranceDental insuranceVision insuranceLong term/short term disability insuranceEmployee assistance programFlexible spending accountLife insuranceGenerous time off policies, including; 4-12 weeks fully paid parental leave based on tenure11 paid holidaysAdditional flexible paid vacation and sick leave (US benefits overview)

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.