Vice President - CRM Solutions - Software Services

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 requests 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 increase 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.