Job Information
Covetrus North America, LLC Director, Salesforce Systems - Service & Marketing CoE in Dublin, Ohio
SUMMARY The role of the Director, Salesforce Systems - Sales, Service & Marketing CoE is to lead the organization's enterprise-level CRM function and Center of Excellence (CoE) Team to develop, implement and deliver highly adopted systems that drive the sales, marketing, customer service and support strategies as expressed by the executive leaders of those functions, their designated processes owners, and the CRM Steering Team. This includes responsibility for short and long-term strategic goals, actionable metrics, roadmaps, change management, budget, resourcing, workflows, and architecture of CRM and ancillary systems needed to deliver a raving fan level customer experience and high data quality. Collaborate with peers to drive business change, compliance and ensure process consistency. ESSENTIAL DUTIES AND RESPONSIBILITIES Partnering with senior sales, marketing, customer service and support leaders and their designated business process owners to provide guidance on Salesforce strategies that instantiate, automate and support Covetrus' best practices in their respective disciplines. Developing and sustaining an effective and efficient team that exemplifies the missions and values of Covetrus. Ensuring the confidentiality, integrity and availability of CRM and ancillary systems Continual analysis and improvement of CRM and ancillary systems to ensure they are effectively meeting program, cost, and operational efficiency goals Providing transparency to all stakeholders on the objectives, releases, roadmaps, and results of the CRM CoE to promote CoE Team ownership and accountability Working with all CoE leaders and teams to ensure a raving fans customer experience for internal and external customers is delivered. Partnering with CRM and ancillary service suppliers and consultants to ensure the successful delivery of the CRM program Ensure return on investment through KPI's and performance metrics Managing the CoE's expenses to budget or approved forecast Establishing controls and managing resources to deliver business and project objectives Championing, gaining support from business leaders, and driving changes ensuring full buy in from all stakeholders in the business Other duties as needed or required SUPERVISORY RESPONSIBILITIES CRM Sales, Service & Marketing Center of Excellence design and build team CRM Sales, Service & Marketing Center of Excellence Salesforce administrators and daily operations / support team QUALIFICATIONS: Education and/or Experience Bachelor's degree in Marketing, Sales or Computer Science or Bachelor's degree in another field with equivalent marketing, sales or computer science experience 8-10 years' experience in leading enterprise systems teams with Salesforce responsibilities 6+ years experience directly managing a technical team Competencies (Skills & Abilities) Excellent technical knowledge of Salesforce and analytical systems. Must have a strong commercial outlook and the ability to manage project delivery through internal and external stakeholders. Excellent understanding of Salesforce principles in a B2B and B2C environment. Superior CRM knowledge specifically Salesforce and deep knowledge of capabilities in this space defined as Customer / Client support capabilities in service, sales, and marketing. Proven capability in driving a global effort in deploying Salesforce in multiple jurisdictions several times over and a proven track record in understanding and delivering on the needs of diverse, global markets. Strong ability to step in, assess our deployment efforts, and optimize our approach where needed. Deep knowledge as to what works / doesn't work within and integrated with Salesforce, what to watch out for and avoid, what to harness and secure, and a "go to" source for knowledge in this space. Seasoned ability to build effective, global te