Vice President - CRM Solutions - Software Services

VP CRM

Summary:

- We are looking for a senior leader to head the Salesforce CRM solutions, including the technical CRM team. This leader will work with the C suite, including the Chairman, on strategy and development, creative execution, and measurement for success.

- The individual must have deep hands-on knowledge of the Salesforce.com platform and be a Salesforce expert. They also must have a strong CRM business process background, experience in software development lifecycle and methodologies, mature communication and influencing skills and a track record of building strong team of architects, business analysts and developers.

Responsibilities:

- Strategize on Salesforce solutions and ensure we use its full capabilities for Sales, Inside Sales and Service.

- Balance the needs of the platform (performance, scalability, cost, data integrity) with the re-quests of the business (new functionality, speed to market, integrations) during roadmap planning and while architecting and designing solutions.

- Developing, implementing, and maintaining policies, procedures, and associated plans for Salesforce CRM software administration and use.

- Develop plans to replace our existing CRM tool (Beacon) with WIN and Salesforce.

- Leading the process of defining, developing and executing best-in-class multi-media CRM strategies that support the global B2C and B2B business goals with partners from Privacy, Security, Operations & Technology and more.

- Gathering, analyzing, and defining end user requirements for CRM data access and usability in accordance with business objectives.

- Assisting Regions & Local Markets in the creation of long-term strategic goals for achieving and maintaining high data quality standards.

- Own and lead the go-to-market strategy and execution for the Direct Mail program including circulation, segmentation, testing, reporting and creative

- Develop and maintain consolidated reporting, monitor actual spending vs. forecast, and perform enhanced, in-depth, financial analysis and modeling of CRM activities and KPIs

- Work directly with the Email Marketing team to develop and implement a strategy to in-crease acquisition, retention and further monetize existing email customers

- Track and report on customer KPI metrics related to loyalty, direct mail, email and attribution

Requirements:

- BS or MS in Computer Science or equivalent background

- Seasoned Salesforce expert with 10-15 years of experience successfully managing CRM tools and analytics and the end to end execution of solutions, campaigns and programs.

- 10+ years of experience with technical implementation of CRM projects, with at least 5 years of experience in Salesforce.com implementation.

- 8+ years of experience as a Technical Manager.

- In-depth knowledge of CRM best practices including platforms, system, segmentation, personalization, tracking, direct marketing, print and loyalty ; preferably in a point based environment

- Experience with a mix of home grown and purchased applications or platforms

- Excellent verbal and written communication skills are a must.

- Experience meeting and presenting to CxO, VP and Director levels and communicating with both technical and non-technical personnel.