May include:

• Platform Administration: Define and implement governance models and standards for CRM platforms, ensuring alignment with organizational goals, regulatory requirements, and industry best practices. Establish centers of excellence and specialized teams to oversee platform administration, configuration management, and user support functions across multiple business units and regions.
• Data Management: Develop and execute data management strategies and initiatives to support enterprise-wide data integration, analytics, and reporting requirements, leveraging advanced data modeling and governance principles.
• Troubleshooting: Establish advanced incident management and escalation protocols to ensure rapid response and resolution of critical platform issues and service disruptions, minimizing business impact and downtime. Implement proactive monitoring and predictive analytics capabilities to anticipate and prevent potential system failures and performance bottlenecks.
• Training: Design and deliver executive-level training programs and workshops on CRM strategy, governance, and innovation, targeting C-suite executives and senior leadership teams. Establish a formal mentorship program for emerging CRM leaders and high-potential talent.
• Process Improvement: Lead enterprise-wide process transformation initiatives and change management programs to drive organizational agility, scalability, and customer-centricity across all facets of CRM operations. Partner with business stakeholders and process owners to identify, prioritize, and implement strategic initiatives.
• Platform Updates: Define and execute multi-year roadmaps for CRM platform evolution and innovation, aligning technology investments with long-term business strategies and market trends.
• Engage with Salesforce and product owner teams and industry forums to influence product roadmap decisions and shape the future direction of CRM technology.
• Integration Support: Architect and oversee the implementation of advanced integration frameworks and API ecosystems to enable seamless data exchange and interoperability across disparate systems and platforms.
• Establish strategic partnerships and vendor relationships to evaluate and integrate emerging technologies and solutions that enhance the capabilities and extensibility of the CRM ecosystem.
• Perform other tasks as assigned

Nature & Scope

• Applies advanced knowledge of job area typically obtained through advanced education and work experience
• Manages projects and processes while working independently and with limited supervision
• Coaches and reviews the work of lower-level professionals
• Problems faced are difficult and sometimes complex; takes a new perspective on existing solution

Knowledge & Skills

• Expert SQL knowledge required
• Vast knowledge of tableau and other analytics tools required
• Ability to synthesize large amounts of data and find creative solutions when faced with limitations
• Expert knowledge of Microsoft Excel
• Expert understanding of databases, particularly using a database for marketing communications
• Strong communication skills, both verbal and written
• Capable of successfully collaborating across teams and geographies

Experience

• 10 years experience with Salesforce or another CRM tool

Education/Certification:

• Bachelor’s degree in business, Economics, Information Technology, or related field.
• Salesforce Sales Cloud certification required.
• Masters degree in related field required

Physical Requirements / Work Environment

• Must be able to perform essential responsibilities with or without reasonable accommodations.
• Ability to work collaboratively in a team environment.
• May require occasional overtime during peak campaign periods

The Company provides equal employment opportunity to all employees and applicants regardless of a person’s race, color, religion (including religious dress or grooming practices), creed, national origin (including language use restrictions), citizenship, uniform service member or veteran status, ancestry, disability, physical or mental disability (including HIV/AIDS), medical condition (including cancer and genetic characteristics), genetic information, request for protected leave, marital status, sex, pregnancy, age (over 40), sexual orientation, gender, gender identity or expression, political affiliation, or any other characteristic protected by law. The Company will comply with all federal and state regulations and statutes pertaining to individuals with disabilities.