Customer Success Manager for Treatwell onboarding salon partners and enhancing their experience. Responsibilities include training, support, and upselling within the beauty industry.
About the role
- CRM Technology Launch Manager integrating legacy systems with Salesforce. Leading a large-scale program for cohesive customer data management across Marketing & Sales teams.
Responsibilities
- Understand the overall business strategy and translate it into the technology strategy and delivery roadmap, with specific reference to CRM and the supporting eco-system
- Responsible for translating required business capabilities into concepts, models, architectures, and solutions
- Collaborate with business partners and Product Teams to design cohesive product strategies and develop solutions to support critical business functions and meet CRM product goals
- Be the functional and subject matter authority for the CRM implementation
- Accountability for the multi-market CRM implementation spanning the Marketing & Sales portfolios, through coordination with internal & external IT software providers & architecture teams
- Manage assignments, workload allocation and prioritization through the Agile framework and associated tools like Jira, Workboard, etc. as well as ongoing competency development of the team
- Develop solutions to support critical business functions and meet CRM product goals
- Design the architectural strategy to support CRM across multiple business lines
- Guide Product Line Anchors and Solution Architects on architecture guardrails and future CRM Strategy
- Conduct control self-assessments and support Audit reviews on CRM Security and deployment standards, preferably Salesforce
- Coordinate with appropriate stakeholders for closure of any audit comments or operationally identified comments
- Ensure local adherence to Global IT Security Compliance needs
- Ensure compliance with mandatory market specific legal requirements (e.g. local data protection or privacy legislation)
- Provide Business Relationship oversight to the IMG CRM business partners and participate in operating review and audit committee meetings, whilst maintaining alignment and engagement with global Product Organizations
- Keep track of local spending. Approve local spending as required based on Delegation of Authority
- Manage multi-vendor relationships. Support bidding processes and contract negotiations as required
- Evaluate vendor performance vs agreed contracts
Requirements
- 8+ years with progressive responsibilities in Information/Data Engineering, Architecture and Administration
- Professional Exposure
- Must have at least 6 years experience in developing CRM strategy, planning and customizing solutions in enterprise environments, with at least 3 years’ experience in Salesforce data structures, including products like Sales/Service Cloud, Marketing Cloud, CPQ, CDP, etc
- Experience with large-scale, distributed systems design and development, including scaling and performance
- Certification:
- - Project Management Professional (PMP)
- - Professional Scrum Master (PSM I)
- - Dependency Management
- - Agile (Scrum & Kanban) Project Management
- - SAFe Project Management
- - SAFe 5.0 Agilist
- - SAFe 5.0 Certified Scrum Master
- - Prosci Certified Change Practitioner
- - Salesforce Certified Community Cloud Consultant
- - Salesforce Certified Service Cloud Consultant
- - Salesforce Certified Marketing Cloud Email Specialist
- - Salesforce Certified Platform App Builder
- - Salesforce Certified Sales Cloud Consultant
- - Salesforce Certified Admin
- - Salesforce Certified AI Associate
- - TOGAF or other Architecture
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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