Description
We are seeking a highly accomplished and visionary Manager for our Salesforce CRM Strategy & Operations. This pivotal leadership role is responsible for driving the operational excellence strategic alignment and continuous optimization of our Salesforce CRM ecosystem. You will lead the development and execution of best-in-class CRM strategies processes and initiatives focused on maximizing customer engagement driving conversions and ensuring compliance across all customer touchpoints. Collaborating closely with business stakeholders product development teams and external partners you will champion an efficient data-driven approach to CRM operations leveraging cutting-edge technology and fostering a culture of continuous improvement.
Responsibilities
1. CRM Strategy & Customer Journey Optimization :
- Ideate CRM journeys with customer at the centre; based on analysis available data signals & SFMC feature activation right template / format industry best practices and
- Develop and champion comprehensive CRM strategies tailored forProspect Pro and Ford Customer Service Division (FCSD)segments aligning with broader business objectives.
- Drive strategic initiatives tooptimize prospect and customer journeysby defining the right path channel creatives Calls-to-Action (CTAs) and timing across all CRM touchpoints.
- Ensurefunnel coverage with always-on campaigns leveraging Salesforce capabilities to engage customers effectively throughout their lifecycle.
- Lead the strategy and definebusiness rules for Consent & Preference managementto optimize communications ensure compliance and enhance customer trust.
- Create & own the CRM Process Manual
2. Improvement to Drive Campaign Improvement & Operational Excellence :
Identify design and implementprocess improvementsacross all CRM operations focusing ondriving efficiencyand scalability.Optimize existing journeys - analysis hypothesis testing validation improvement - on a continuous basis. Meet engagement & conversion targets.Content optimization / CTAs / Creative review and Sequencing. Strategic initiatives to optimise prospect / customer journeys with the right path channel creatives CTAs timing etc Enrich customer data profiles within SFMC via micro journeys.Review / structure the reports and drive always on improvement with recommendations and enhancementEstablish and manage processes forproducing and organizing creatives for efficient re-utilization ensuring brand consistency and speed to market for campaigns.Lead theevaluation and optimization of market vs. central roleswithin the CRM operating model to maximize effectiveness and resource utilization.Proactively identify and championnew use cases and technologywithin the Salesforce ecosystem to enhance CRM capabilities and deliver business value.3. Planning for Market Enablement :
Develop and manageannual market CRM calendarsto support local nuances and market-specific initiatives.OverseeKey Marketing Initiative (KMI) calendarsto support major product launches and strategic campaigns ensuring CRM readiness and execution.Collaborate with marketing teams to ensure CRM strategy & operations seamlessly support campaign execution and performance tracking.4. Innovation Benchmarking & AI Integration :
Drivebenchmarking and best practiceadoption across the Salesforce CRM CoE ensuring our operations remain at the forefront of industry standards.Identify and defineuse cases for leveraging Artificial Intelligence (AI)within the CRM ecosystem to enhance personalization automation analytics and overall customer experience.Champion the adoption of innovative solutions and technologies that can elevate our CRM capabilities.5. Collaboration & Resource Management :
Work closely and in an agile manner with the Marketing PDO (Product Development Operations) Product Managerto continuously build value into Salesforce Marketing Cloud and other relevant Salesforce platforms.Manage and optimizeagency resources and budgetassociated with CRM operations and campaign execution ensuring cost-effectiveness and high-quality deliverables.Foster strong relationships with cross-functional teams (IT Marketing Sales Service Legal) to ensure alignment and seamless execution of CRM initiatives.Qualifications
Qualifications :
Education : Bachelors degree in Business Administration Marketing Information Technology or a related field. Masters degree preferred.
Experience :
10 years of progressive experience in CRM strategy operations and management with a strong focus on Salesforce.7 years in a leadership role managing complex CRM programs operational teams or Centers of Excellence.Proven experience in defining and optimizing customer journeys and marketing campaign operations.Demonstrated expertise in consent and preference management and compliance within CRM communications.Significant experience working with Salesforce Marketing Cloud and other Salesforce Clouds (Sales Service Experience).Salesforce Certifications :
Salesforce Certified Marketing Cloud Administrator and / or Consultant.Salesforce Certified Administrator.Highly Preferred : Salesforce Certified Marketing Cloud Email Specialist Salesforce Certified Marketing Cloud Developer or other relevant Salesforce Consultant certifications.Skills :
Exceptional strategic thinking and problem-solving abilities with a strong focus on operational efficiency and business outcomes.Deep understanding of CRM principles customer lifecycle management and digital marketing best practices.Proven ability to lead and motivate cross-functional teams influence stakeholders at all levels and drive organizational change.Strong analytical skills with the ability to define KPIs analyze data and derive actionable insights.Excellent communication presentation and interpersonal skills.Experience with Agile methodologies and a collaborative approach to product development.Preferred Qualifications :
Experience in the automotive industry or a similar large-scale complex enterprise.Familiarity with AI / ML applications in CRM and marketing.Experience managing large marketing technology budgets and external agency relationships.Knowledge of global data privacy regulations (e.g. GDPR CCPA).Required Experience :
Manager
Key Skills
Marketing,Data Visualization,Tableau,Customer Segmentation,Microsoft Powerpoint,Investment Banking,Strategic Planning,Financial Modeling,Customer relationship management,Management Consulting,Google Suite,Analytics
Employment Type : Full-Time
Experience : years
Vacancy : 1
