Change and Training Manager - CRM Transformation

We are seeking a proactive and experienced Change & Training Manager to lead the

Organizational Change Management (OCM) efforts and oversee training enablement for a

large-scale CRM implementation program. This individual will be responsible for ensuring

smooth adoption of the new CRM platform by driving stakeholder engagement, managing

change impacts, and supporting end-user readiness through strategic training initiatives.

The ideal candidate will be a change leader who can work across business and technical teams,

and who is also comfortable designing or facilitating training using modern tools and

methodologies.

Key Responsibilities:

Organizational Change Management (Primary Responsibility):

Define and implement the change management strategy and plan aligned to the CRM

transformation objectives and milestones.

Lead change impact assessments, stakeholder mapping, and organizational readiness

activities.

Develop and execute targeted communication strategies to build awareness, manage

expectations, and sustain engagement.

Build and manage a network of change champions and department-level advocates.

Design and facilitate change workshops, focus groups, and feedback sessions.

Establish change metrics and feedback loops to measure adoption and identify gaps.

Training & User Readiness (Secondary Responsibility):

Collaborate with SMEs and product teams to identify training needs across different user

groups.

Coordinate and support the creation of training content including quick reference guides,

job aids, eLearning modules, and walkthroughs.

Review User Acceptance Testing (UAT) scripts and facilitate UAT feedback

gathering and centralization for internal team review.

Support the execution of train-the-trainer programs and end-user training sessions.

Track training completion and effectiveness and continuously improve based on

feedback.

Required Qualifications:

10+ years of experience in OCM roles with at least 2 major enterprise software

deployments (CRM preferred).

Familiarity with CRM platforms (e.g., Salesforce, Dynamics 365, SAP, or similar).

Strong understanding of change management frameworks (e.g., PROSCI, Kotter,

ADKAR).

Proven ability to manage stakeholder expectations and drive alignment across business functions.

Excellent communication, facilitation, and storytelling skills.

Ability to thrive in fast-paced, matrixed environments and work with both business and IT

stakeholders.