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Global CRM Process Lead

PSG® is part of the Dover Fluids platform. We are an organization on the move, always looking for talented and ambitious people with a desire to help us grow our business. We’re a global leader in integrated flow solutions and leader in the manufacture of pumps, systems and related flow-control solutions for the safe, efficient and reliable transfer of critical and valuable materials. PSG features world-class pump brands – Wilden®, Blackmer®, Neptune™, Almatec®, Mouvex®, Griswold™, Finder™, Abaque®, Redscrew™, Ebsray® and Quattroflow™ – and are committed to servicing key vertical markets that include Hygienic, Water, Pharmaceutical, Chemical and Energy. 

We feature world-class facilities in 7 countries, including operations in the U.S., France, Germany, India, Italy, Australia, and China; and have localized presence in over 100 countries.  At PSG, we are passionately committed to the development of innovative “sustainable” technologies. We are relentless in our pursuit of excellence, and confident in the market knowledge and expertise we bring to our customers.  
We thrive on winning and being number one. PSG offers a unique combination of the both small company atmosphere:  with an ownership mindset that allows you to make close-to-the-customer decisions; an innovative approach in seeing beyond what is possible today and entrepreneurial spirit in the pursuit of new opportunities;  combined with benefits of a large company’s scale, tools, career planning and financial strength of Dover.  Join PSG, a growing global company where your curiosity, hard work and ambition is rewarded with exceptional career opportunities in a friendly & fast paced environment.   Welcome aboard!
PSG is part of the Fluids segment of the Dover Corporation® (NYSE: DOV).  Dover is a diversified global manufacturer with annual revenues in excess of $7 billion

Position Summary: The CRM Process Lead role is key to PSG’s growth and success.  This global role will be a key driver of the implementation of a new Customer Relationship Management (CRM) solution across the company.  They will collaborate with stakeholders within several locations and functions to define our new customer enablement processes, drive standardization, and facilitate data rationalization.  This challenging role requires a mix of related process experience, business process engineering skills, and the political acumen to drive change.


Essential Duties and Responsibilities:

The CRM Process Lead will partner with internal stakeholders and third party system integrators to capture our current customer management processes, and then develop the desired future state.  This resource will support the installation of a new CRM solution by driving business decisions and setting standards for all customer facing teams to follow.  They will understand market and product dynamics in order to determine when a common process is warranted or when unique processes must be developed.  This resource will work with Product Management, Sales, Marketing, Customer Care, and IT to execute data rationalization in a variety of business applications to align to standard data models and prepare for a clean integration with the new CRM.  Additionally, the CRM Process Lead will assume ownership of day-to-day operations or our current and future CRM environments.


Specific responsibilities include but are not limited to:

  • Document PSG’s current customer engagement processes and procedures globally
  • Identify standardization opportunities while managing cross-functional teams
  • Define the future CRM data model and execute targeted cleansing and redesign projects in related applications
  • Owns the relationship with the third-party integrator supporting the current CRM environment
  • Overall leader for program to implement new CRM solution and related application enhancements
  • Support business case development and product selection for CRM solution
  • Drive system integrator selection for new CRM implementation
  • Day-to-day business champion for CRM implementation program
  • Hands on data analysis to create standard customer, territory, and product data across applications and regions
  • Manage support of legacy CRM/Portal environment to maintain functionality with minimal investment



  • Bachelor’s degree in business, engineering, or related field
  • 5+ years of related work experience
  • Experience supporting major system implementations
  • Experience with Microsoft Dynamics CRM and/or system implementation and deployment preferred
  • Demonstrated success leading change
  • Strong knowledge of sales enablement and channel management processes
  • Experience in a multi-channel sales environment, including distribution partners
  • Able to re-engineer complex business processes involving multiple functions and trading partners
  • Able to collaborate with technical IT resources to implement new solutions and application features
  • Effective written and oral communication skills, able to interact effectively with all levels of personnel
  • High energy, results oriented, persistent, and customer focused
  • Honest, transparent, fair, and ethical toward others in all interactions

Dover PSG will only employ those who are legally authorized to work in the U.S.  Any offer of employment is conditioned upon the successful completion of a background investigation and drug screen.

Equal Opportunity Employer M/F/D/V

Dover Corporation
Full time
Oakbrook Terrace, IL 60181, US