Business Challenge

CRM and lifecycle programs were expanding, but adoption varied across teams and regions. Workflows lacked consistency, and teams needed clearer guidance to execute effectively at scale.

My Role

Program and platform lead overseeing CRM and lifecycle execution.

Approach (End to End)

• Assessed existing CRM workflows, data usage, and team adoption patterns

• Defined standardized lifecycle journeys and execution guidelines

• Partnered with marketing, technology, and operations teams to align tooling and processes

• Established governance and operating models to support scale

• Created adoption and readiness materials, including training and usage standards

• Supported rollout and ongoing optimization

Results

• Increased CRM adoption and consistency

• Improved alignment between strategy, tooling, and execution

• Stronger lifecycle performance and team confidence