Responsibilities

• Lead the planning and execution of large-scale CRM programs and strategic Salesforce initiatives, defining scope, goals, and deliverables in partnership with senior leadership and business collaborators.
• Take full responsibility for program outcomes spanning Salesforce Sales Cloud, Service Cloud, Experience Cloud, Marketing Cloud, Data Cloud, and associated CRM ecosystem technologies.
• Drive enterprise CRM transformation programs, including platform modernization, process optimization, customer experience improvements, AI-enabled capabilities, and integration initiatives.
• Serve as the primary point of contact for executive sponsors and steering committees, providing clear communication on program status, risks, dependencies, financials, and strategic recommendations.
• Establish and govern CRM program operating models, and delivery frameworks to ensure consistency, scalability, and alignment across teams.
• Lead cross-functional teams consisting of Product, Technology, Sales, Marketing, Customer Success, Data, Operations, and external partners to successfully deliver complex initiatives.
• Advance identification and mitigation of program-level risks, dependencies, and impediments while proactively resolving issues across multiple workstreams.
• Collaborate with enterprise architecture, engineering, and business groups to establish CRM roadmaps and guarantee alignment with wider technology and business strategies.
• Manage vendor relationships, including evaluation, selection, contract negotiations, performance management, and delivery oversight.
• Develop and manage program budgets, forecasts, arguments, and financial reporting, ensuring effective investment management and realization of business value.

Requirements

• 8 or more years spent directing enterprise program efforts related to significant technology and business transformation endeavors.
• 5+ years of experience leading Salesforce and CRM programs within complex enterprise environments.
• Demonstrated experience managing Salesforce implementations, improvements, integrations, migrations, and platform governance initiatives.
• Solid knowledge of the Salesforce ecosystem features including Sales Cloud, Service Cloud, Marketing Cloud, Experience Cloud, Data Cloud, and related partner technologies.
• Proven ability to establish governance models, Centers of Excellence, operating frameworks, and scalable delivery processes.
• Experience managing multimillion-dollar portfolios, budgets, arguments, vendor contracts, and financial planning activities.
• Proficiency in Agile, Waterfall, and hybrid delivery methods with the capability to adjust approaches according to program complexity and organizational needs.
• Outstanding communication, executive presentation, and collaborator management skills with the ability to translate complex technical concepts into actionable business outcomes.
• Demonstrated success leading cross-functional teams and influencing senior leaders across business and technology organizations.
• Experience with CRM analytics, customer engagement platforms, AI-enabled workflows, customer data platforms (CDPs), and digital transformation initiatives.