Sr. Manager, Salesforce Solutions

Position Overview:

As Sr. Manager, Salesforce Solutions you will ensure that our Salesforce platform is aligned with the company's strategic objectives, enhances productivity, and continuously evolves to meet the business's changing needs. The ideal candidate will have experience setting strategy, leading technical teams responsible for platform design, development, implementation, and administration and optimizing all aspects of its utilization through a Center of Excellence (CoE) approach.

Responsibilities:

• Partner with corporate peers to develop and implement a forward-thinking strategy aligned with overall business objectives to enhance customer loyalty and revenue. Monitor and ensure the strategy and platform continually evolves to meet the organization's changing needs.
• Partner with sales, marketing, and customer service teams to ensure a cohesive approach to customer engagement and retention.
• Lead a cross-functional team in the design, development, and implementation of solutions, ensuring alignment with business goals and requirements.
• Develop and manage project plans, timelines, and budgets for implementation and transformation initiatives.
• Develop and maintain comprehensive project documentation, including business requirements, process flows, and test plans.
• Lead stakeholder meetings, workshops, and presentations to communicate project status, gather feedback, and drive decision-making.
• Drive change management efforts to ensure successful adoption of new technologies and processes.
• Utilize advanced analytics to understand customer behavior, identify trends, and create actionable insights for personalized marketing strategies.
• Acts as a bridge between the group executive leadership and Salesforce users, ensuring that the platform is configured and customized to support specific business objectives.
• Monitor the platform's performance, identity areas for improvement, and implement necessary changes.
• Establish key performance indicators (KPIs) to measure CRM effectiveness and drive accountability across teams
• Oversee customer segmentation strategies to enhance targeted marketing efforts and improve overall customer experience.
• Provide training and support to users, ensuring that they are proficient in using the platform's features.
• Build and mentor a CRM project and support team, foster a culture of continuous improvement and innovation.
• Plan for scalability and stay current on industry trends, best practices, and emerging technologies and make recommendations for new technologies and strategies to ensure that the organization is always at the forefront of innovation and can adapt.

Qualifications:

• Bachelor’s degree in computer science, Information Systems, Business Administration, or related field (Master’s degree preferred).
• Expertise in CRM software (e.g., Salesforce Sales & Service Cloud, Marketing Cloud Account Engagement) and marketing automation tools.
• 7+ years of experience in leadership roles, with a focus on CRM, digital marketing and digital innovation.
• Proficiency in Batch Apex, writing triggers, Lightning Web Components, and other Salesforce development tools/skills
• Strong understanding of software development methodologies (e.g., Agile, Scrum, Waterfall).
• Strong understanding of digital technologies and trends, including SaaS, data analytics, and artificial intelligence.
• Proven track record of leading successful CRM, digital marketing, and digital transformation initiatives, from strategy development to execution.
• Solid understanding of business analysis techniques, such as requirements elicitation, stakeholder analysis, and process modeling.
• Experience with IT systems, technologies, and tools, including but not limited to ERP systems, CRM systems, eCommerce, databases, and reporting tools.
• Experience designing, developing, and implementing connectors to SAP Commerce Cloud and SAP S4/Hana is a plus.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Strong analytical and problem-solving skills, with the ability to think critically and propose innovative solutions.
• Detail-oriented with strong organizational skills, able to manage multiple priorities and meet deadlines in a fast-paced environment.
• Excellent project management skills, with the ability to manage multiple projects simultaneously and drive results.
• Experience with change management principles and practices.
• Salesforce, Software Development, or PMP certifications are a plus.

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