Responsibilities
- Establish and guide a long-term CRM strategy that supports commercial objectives and enhances customer experience.
- Lead organization-wide adoption of the Salesforce platform across sales, marketing, and customer service departments.
- Define, monitor, and report on key performance metrics related to CRM effectiveness, including customer retention and pipeline health.
- Serve as the primary authority on the CRM ecosystem, managing configuration, implementation, and governance.
- Guide project managers on major CRM initiatives, such as MarketingCloud deployments and enterprise system integrations.
- Enforce data governance standards to maintain accuracy, consistency, and compliance of customer data.
- Ensure all CRM systems comply with industry-specific regulations including HIPAA, GDPR, GxP, and data privacy laws.
- Mentor and develop a team of CRM analysts and developers to promote technical excellence and teamwork.
- Collaborate with platform architects to shape a scalable, maintainable CRM technology roadmap.
- Lead and grow a team of CRM administrators, developers, and specialists focused on continuous improvement and compliance.
- Manage the full software development lifecycle for CRM systems, from requirements to post-deployment support.
- Identify and implement process automation, system enhancements, and advanced data usage opportunities.
- Maintain high system performance, reliability, and audit readiness through proactive monitoring.
- Work with cross-functional teams to define CRM needs and integrate with ERP, eCommerce, and other enterprise platforms.
- Design and maintain secure, traceable, and accurate data structures essential for regulatory compliance.
- Build reporting and analytics tools to support business decisions and quality assessments.
- Ensure CRM systems meet regulatory and internal quality requirements, including SOX and data privacy standards.
- Oversee computer system validation processes tailored to custom CRM software solutions.
- Manage external technology partners and contractors to ensure quality deliverables and standards adherence.
- Maximize efficiency of internal development resources and technical capacity.
- Plan and manage the CRM budget, balancing internal and external spending while demonstrating return on investment.
- Lead change management initiatives for CRM updates, ensuring user training, adoption, and compliance with release controls.
Team
Leads a team of professionals, primarily Salesforce administrators, configuration specialists, and software developers, in close collaboration with Sales Operations and Global Support teams.
