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Citi Commercial Banking CRM Adoption & Change Associate (AVP)

Job Req ID 21328278 Primary Location London, United Kingdom Job Category Business Strategy, Management & Administration
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Citi® Commercial Bank (CCB) is part of Citi, a leading global financial services company, which has approximately 200 million customer accounts and does business in over 160 countries and jurisdictions.

CCB has operations in 28 countries with local expertise contributed by in-country commercial bankers. CCB embodies our unique purpose as a global bank of choice for trade-oriented, mid-sized companies who see us as trusted thought partners that bring simplicity in an increasingly complex world, client-centric solutions for long term growth and pave the way for them to reach across borders and achieve their global vision. The CCB targets clients with revenues between $10M – $3B and supports them with a wide range of financial solutions such as Term and Working Capital Financing, Cash Management, Foreign Exchange, Interest Rate Derivatives and Trade Services. In addition, CCB provides specialty lending solutions including Loan Syndications Asset-Based Lending, Supply Chain Finance and Cross Border Lending.

Job Description

In partnership with Leadership, the CCB Sales Productivity & Digital Enablement team builds collaboration and standardization across the organization, unlocking the potential of our business and talent. The team embeds “real productivity” capabilities across our various value chains to achieve sustainable bottom-line impact.

  • Assessing innovation opportunities;
  • Identifying new sources of growth, including new value propositions and working to develop the CCB Client Solutions Wizard – a next-gen product recommendation engine;
  • Optimizing business and operating models;
  • Creating industrial-strength franchise processes;
  • Simplifying organizational structures.

We are seeking a dynamic and motivated Assistant Vice President level candidate to help drive the adoption and usage of our global Salesforce CRM platform. This role is located in London and reports directly to the CCB Global CRM Lead.

The CRM Adoption & Change Associate will play an integral role in supporting a variety of groups within CCB who rely heavily on the Salesforce CRM platform. Alongside the rest of the team, this person will be responsible for training user groups on how to use Salesforce most effectively, investigating root causes behind low adoption, and owning our change management strategy for the CCB CRM ecosystem.

Responsibilities include:

  • Understand the ins and outs of the existing CCB Salesforce implementation such that you can clearly communicate what features / functionalities exist, describe how they work, and articulate their value
  • Conduct regular trainings on how to use the platform and its various features / capabilities
  • Compile regular adoption metrics to measure the depth and breadth of CRM usage by geography, segment, team, etc.
  • Lead “adoption investigations” to meet with weak adopters, assess the root cause behind their low usage, and devise / implement a plan to improve platform adoption globally
  • Prepare communications announcing new releases and ensuring users are aware of the latest and greatest capabilities being introduced
  • Develop a self-service training strategy to ensure users can engage in self-paced learning on-demand


  • Experience with Salesforce CRM. Salesforce Administrator Certification is a plus
  • Excellent organization skills; ability to accomplish multiple tasks with efficiency through prioritization of duties.
  • Learning & Development experience is a plus
  • MS Excel and PowerPoint: Successful track record of using Excel and PowerPoint to consolidate information into concise and actionable reporting, presentations, and stories
  • Ability to work in a flexibly high tempo and dynamic environment alongside global stakeholders and partners.
  • Excellent verbal and written communications skills.
  • Proven analytical, critical thinking, and conceptual skills. Financial acumen is a plus.
  • Excellent interpersonal skills.
  • Experience with Salesforce Einstein Analytics, Marketing Cloud, or any other Salesforce products a plus
  • Demonstrated ability to synthesize information and drive results with a high sense of urgency
  • Must be comfortable with uncertainty and working in a large, complex organization
  • Must be able to work independently with minimal direction / supervision


Job Family Group:

Business Strategy, Management & Administration


Job Family:

Business Administration


Time Type:


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Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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