MarketPro has joined forces with an international manufacturing brand in search of their next Director, Customer Relationship Management who will support a multi-billion dollar division. Our client is focused on their noble causes of Human Comfort, Food Quality, Energy Efficiency and Environmental Conservation on a global scale.

As the Director, Customer Relationship Management (CRM) you will be responsible for driving the customer centric culture through the development and implementation of CRM solutions. The Director, CRM will lead CRM at the platform-level and work with each business unit to implement and adopt CRM initiative including facilitate planning sessions, define business processes, implement enabling technology and tools. The Director should have in-depth knowledge of CRM applications, preferably Salesforce.com, and have experience in enterprise-wide implementations.

As a steward of the businesses, you will ensure pragmatic application of tools and processes that align to specific business units, while finding opportunities to leverage best practices across the platform.

Responsibilities

  • Adept in facilitating CRM planning sessions to define business objectives, business requirements, business processes and enablers for success
  • Deep understanding of sales processes, lead generation, lead management and other business processes
  • Ability to lead an enterprise-wide CRM implementation tailored to the needs of discrete business units
  • Create an enterprise-wide road map for the deployment of CRM, specifically Salesforce, across the business units
  • Partner with President- and Vice President-level executive sponsors and business users to develop and strategically prioritize business requirements in order improve commercial operations and customer experience
  • Ability to work across business units and with all project stakeholder to ensure alignment
  • Oversee the implementation of a CRM enterprise instance
  • Define the functionality of the standardized tool based on prioritized stakeholder input
  • Align with the stakeholders regarding the prioritized plan, and execute the plan on time and on budget
  • Define and drive transformation from existing to new capabilities, culture, processes, and tools
  • Incorporate change management practices into systems and process training for end users
  • Collaborate with others to identify system resources to achieve desired business objectives; oversee the identification, selection, development and implementation of data systems and system integration efforts, based on organizational needs
  • Design and execute master data management (MDM) capabilities across the enterprise including data management processes and activities to ensure accuracy and efficiency
  • Define and implement CRM governance capabilities at the enterprise level: organizational structures, data management, guiding principles and decision-making criteria
  • Define charters for, assemble, and kickoff a governance steering committee as well as day-to-day governance organization
  • Excellent communication skills and experience in presenting to Executive management
  • Strong ability to deal with a high degree of ambiguity and drive clarity in key areas
  • Experience working with and interviewing stakeholders to surface detailed requirements information
  • Excellent listening skills to understand and interpret stakeholder responses
  • Strong facilitation skills to lead requirements and user story sessions
  • Strong interpersonal skills to help negotiate priorities and resolve conflicts amongst project stakeholders
  • Strong analytical capabilities
  • Must have a detailed understanding of Salesforce technologies

Requirements

  • MBA with a concentration in Marketing or related field is preferred
  • Seven (7) years or more of experience in CRM planning and implementation
  • Bachelor’s degree plus ten (10) years of relevant business experience with at least five (5) years specific to CRM implementations
  • Deep understanding of Salesforce.com
  • Must have strong project management skills for large, enterprise-wide initiatives
  • Experience leading and implementing enterprise-wide CRM planning and implementation
  • Superior collaboration and communication/interpersonal skills critical
  • Proven leadership skills with the ability to communicate effectively at all levels of the organization and across virtual and co-located team structures
  • Ability to manage multiple aspects and interactions of business processes
  • Ability to think strategically/critically and problem solve with entrepreneurial commitment to achieving goals
  • Strong organizational skills with the ability to execute/implement on strategic designs
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This is a full-time direct hire.