REQ-00051729CRM

ConsultantFranklin}Contract

Duration:

12 Months

Role Summary:

The Six Sigma Black Belt with CRM experience will lead enterprise process improvement initiatives focused on customer relationship management, service delivery, intake, case management, workflow automation, data quality, reporting, and customer experience outcomes. This role combines Lean Six Sigma expertise with hands-on CRM process knowledge to identify inefficiencies, reduce variation, improve cycle times, and deliver measurable business value across cross-functional teams. Key Responsibilities

• Lead complex Lean Six Sigma projects using DMAIC, root cause analysis, value stream mapping, process mapping, control plans, and statistical analysis to improve CRM-enabled processes.
• Assess current-state CRM workflows, intake channels, service processes, customer touchpoints, data handoffs, approval paths, and reporting routines to identify gaps and improvement opportunities.
• Partner with business leaders, IT, operations, customer service, sales, marketing, finance, and compliance teams to define measurable improvement objectives and prioritize high-value initiatives.
• Develop project charters, business cases, benefit estimates, milestone plans, risk logs, and stakeholder communication plans for process improvement efforts.
• Use CRM data, operational metrics, customer feedback, and process performance indicators to quantify defects, delays, rework, leakage, backlog, conversion gaps, and service-level performance.
• Design improved workflows that increase adoption, standardize execution, reduce manual work, improve data integrity, and strengthen customer experience.
• Facilitate cross-functional workshops, Kaizen events, design sessions, and process governance forums to align stakeholders and drive change adoption.
• Mentor Green Belts, project managers, business analysts, and process owners on Lean Six Sigma tools, problem-solving techniques, and continuous improvement practices.
• Establish control mechanisms, dashboards, KPIs, and sustainment plans to ensure improvements are maintained after implementation.
• Prepare executive-level updates that clearly communicate project progress, financial impact, risks, decisions needed, and realized benefits. Required Qualifications
• Bachelor's degree in business, information systems, engineering, operations, analytics, or a related field; equivalent experience may be considered.
• Lean Six Sigma Black Belt certification from a recognized program or certifying body.
• Five or more years of experience leading process improvement, operational excellence, business transformation, or quality initiatives.
• Demonstrated CRM experience with platforms such as Salesforce, Microsoft Dynamics 365, ServiceNow CRM/CSM, Oracle CX, HubSpot, or similar enterprise systems.
• Strong understanding of CRM process areas, including lead or request intake, customer onboarding, case management, service workflows, account/contact data, escalation paths, customer communications, reporting, and pipeline or service performance metrics.
• Experience using data analysis to support decision-making, including KPI development, baseline analysis, variance analysis, root cause validation, and benefits tracking.
• Ability to lead cross-functional teams, influence stakeholders, and manage multiple improvement initiatives simultaneously.
• Strong executive communication skills, including the ability to translate complex process and data findings into clear recommendations. Preferred Qualifications
• Experience supporting CRM implementation, modernization, consolidation, optimization, or post-go-live stabilization efforts.
• Experience with Agile, project portfolio management, change management, business process management, or enterprise architecture practices.
• Familiarity with CRM integrations, master data, reporting dashboards, workflow automation, AI-enabled service capabilities, or customer data governance.
• Experience in regulated, healthcare, corrections, government services, financial services, or other operationally complex environments.
• Advanced analytical skills using Excel, Power BI, Tableau, SQL, Minitab, or similar tools. Core Competencies
• Lean Six Sigma leadership and disciplined problem solving
• CRM process design and customer journey optimization
• Data-driven decision-making and benefits realization
• Stakeholder facilitation and executive communication
• Change leadership and adoption planning
• Process governance, standardization, and sustainment
• Project planning, risk management, and cross-functional delivery Expected Outcomes
• Improved CRM adoption, workflow consistency, and data quality.
• Reduced cycle times, rework, backlog, and manual handoffs.
• Clearer process ownership and stronger governance across CRM-enabled functions.
• More reliable reporting and performance visibility for leadership.
• Measurable financial, operational, and customer experience benefits from improvement initiatives.

Posted on: 07-23-2026 Posted by: Atif JALAL