Consumer Experience Salesforce CRM Strategy Lead

Consumer Experience Salesforce CRM Strategy Lead

Requirements

• Minimum Bachelor’s degree. Salesforce Certification a plus.
• Minimum of 7+ years of Salesforce experience (2+ years in service cloud specifically)
• Strong consultative skills at a cross functional level. Experience working cross-functionally with IT desired.
• Good presentation & communication skills, able to translate and articulate technical issues clearly to business stakeholders
• Strong project, team, collaboration and people leadership

Responsibilities

• Leading the strategy, evolution & roadmap for our Salesforce Service Cloud custom instance accessed by 400+ associates housing all cases across North America and Europe
• Lead a team of 2 direct reports and serve as the SME for CRM system processes and usage across all markets and user personas
• Work with multiple cross-functional stakeholders to understand business needs and translate them into specific functionality requests
• Meet regularly with multiple SME groups within the CX function (COE & Sectors) to identify key needs and requirements
• Develop near-term and long-term capabilities for activation, including new integrations
• Prioritize business requests on a rolling basis and partner with the S&T Product Manager to coordinate delivery and rollout scheduling
• Partner with the IT team to capture technical requirements and acceptance criteria, and to coordinate user acceptance testing and delivery scheduling
• Communicate all release updates and partner with the training team on change management for key features impacting frontline users
• Identify and enforce governance and best practices for CRM usage within the CX function
• Lead CRM discovery, business case development & implementation in additional global markets
• Be responsible for overall system strategy, including data governance, process for change requests, integration with downstream systems, etc.
• Own the core data structure rationale and request for changes
• Champion documentation so all teams are aligned, and transitions are smooth

Preferred Qualifications

No preferred qualifications provided.