CRM Director

Market Engagement & Stakeholder Alignment

• Act as the primary interface for 5–8 markets across CRM strategy, campaign delivery, and content readiness.
• Build trusted relationships with regional and market stakeholders, proactively identifying support needs.
• Lead market onboarding and training around Salesforce Marketing Cloud and transition roadmaps.
• Resolve escalations and act as the delivery accountability point for campaign delays, QA issues and missed SLAs.

Salesforce Marketing Cloud Transition & Execution Oversight

• Oversee the shift from SAP CRM to Salesforce Marketing Cloud and Data Cloud, ensuring minimal disruption.
• Manage your direct reports to ensure success across the briefing lifecycle—ensuring campaign inputs are structured, complete, and aligned with creative/delivery standards.
• Collaborate with SFMC campaign ops pod to manage segmentation, journey builds, QA, testing and deployment.
• Track and troubleshoot campaign performance across platforms and channels (email, SMS, WhatsApp, Push).

Digital Content & Distributor Enablement

• Coordinate distributor/dealer digital content delivery in collaboration with local teams and the content hub.
• Ensure market readiness for offer-based campaigns, banner assets, and retail comms.
• Support timely asset localization, deployment planning, and usage tracking.

Analytics Support & Reporting Alignment

• Support the Marketing Science team in market coordination, insight briefing, and client communications.
• Ensure campaign dashboards and lifecycle KPIs are shared, understood, and actionable across regions.
• Liaise with data, CRM and content streams to feed learnings into optimization plans.

Strategy, Playbooks & Continuous Improvement

• Co-develop campaign SOPs, CRM delivery playbooks, and SFMC journey templates.
• Assist in lifecycle journey strategy: aligning market briefs with strategic goals (e.g. conversion, reactivation).
• Identify areas for automation, templating, or cross-stream collaboration to increase velocity and impact.

Skills & Competencies

• 6–10 years in CRM or digital marketing, ideally at the intersection of strategy, delivery, and client service.
• Salesforce Marketing Cloud (Email Specialist, Consultant, or Admin) certification and prior experience of working through platform transitions.
• Familiarity with SAP CRM, Salesforce Data Cloud, or data migration workflows.
• Experience with project management tools (e.g., Jira, Smartsheet), campaign analytics, and QA workflows.
• A seasoned CRM account lead, program manager, or lifecycle strategist with a strong client-facing instinct and operational rigor.
• A hands-on orchestrator who enjoys solving delivery challenges and aligning people around clear goals.
• A collaborative communicator with experience navigating matrixed, cross-market environments.