VS
Venn StrategiesDirector, Customer Success
Director of Customer Success at Venn leading strategy in customer success function. Building processes and driving measurable impact across retention, expansion, and customer advocacy.
About the role
- Define and maintain the architectural vision and roadmap for CRM, contact center, and customer master platforms.
- Lead initiatives to modernize customer engagement systems and establish a unified customer master that supports end-to-end business processes.
- Ensure customer solutions are secure, scalable, and enable omnichannel experiences (voice, email, chat, social, self-service).
- Translate business and operational requirements into scalable, reusable, and process-aligned technical architectures.
- Provide guidance on CRM and master data system design, integrations, data governance, and workflow automation.
- Ensure systems are designed to support data accuracy, availability, and consistency across business functions.
- Design and oversee customer master data models to ensure alignment with enterprise data architecture.
- Support integration of customer data into key operational systems and processes (via API & event driven patterns)
- Partner with business units (Customer Care, Marketing, Sales, Operations) to align technology with process and service goals.
- Work with enterprise architects, data teams, and delivery partners to drive architectural cohesion.
- Participate in vendor evaluations and architectural due diligence for customer systems and platforms.
- Establish architecture that complies with privacy (e.g., GDPR), data quality, and security standards.
- Participate in architectural governance forums and contribute to enterprise-wide integration and MDM strategies.
- Stay informed about emerging technologies in customer engagement, data management, and automation.
Requirements
- 7+ years in IT architecture, with deep experience in CRM, contact center platforms, and enterprise system integration.
- Proven track record in Microsoft Dynamics and operational CRM transformations.
- Strong background in customer master data management, data modeling, and integration into operational systems.
- Hands-on experience with integration technologies (APIs, event driven systems), workflow tools, and platforms like Power Platform or RPA.
- Strong understanding of customer master system architecture and MDM principles.
- Solid grasp of architectural concerns such as scalability, fault tolerance, security, and compliance.
- Proficiency in designing scalable, integrated platforms across CRM, contact center, and enterprise systems.
- Knowledge of cloud deployment, platform integration, identity/access management, and data privacy/security.
- Familiarity with customer analytics, chatbot/AI solutions, and omnichannel experience platforms is a plus.
- Excellent communication and stakeholder engagement capabilities.
- Strategic mindset with strong problem-solving, decision-making, and leadership skills.
- Ability to bridge business strategy and technical architecture with clarity and influence.
- Demonstrated leadership in guiding teams, mentoring engineers, and influencing technical direction.
- Certifications in Microsoft Dynamics, Power Platform, MDM tools, or Azure architecture.
- Industry experience in logistics, or similar domains.
- Experience working in Agile or SAFe delivery environments.
- Understanding of customer KPIs, reporting, and enterprise data governance practices.
Benefits
- 2-3 days/week onsite in the Brussels office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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