Director, Business Applications – Marketing & CRM Technology

Key Responsibilities

• Define and execute the roadmap for marketing and CRM platforms, aligning with business goals and enterprise architecture. 
• Partner with Marketing, Sales, Customer Support, and IT stakeholders to deliver scalable, integrated solutions that enhance engagement, conversion, and retention. 
• Lead cross-functional initiatives ensuring alignment with BAU and transformation goals. 
Salesforce Marketing Cloud & Data Cloud Ownership 
• Oversee implementation and optimization of Marketing Cloud for campaign orchestration, segmentation, and preference tracking.
• Drive adoption of Data Cloud for real-time customer profile unification, behavioral data ingestion, and consent management. 
• Define, test & enable AI use cases to drive KPI improvements 
Salesforce Sales Cloud Responsibilities 
• Lead the strategy and delivery of Sales Cloud capabilities including lead management, opportunity tracking, quoting, forecasting, and sales analytics.
• Partner with Sales leadership to optimize B2B, and B2B2C sales processes, integrating with Revenue Cloud, LMS, and Commerce platforms. 
• Ensure seamless data flow between Sales Cloud and peripheral systems such as ERP, and BI via integration platforms 
Salesforce Service Cloud Responsibilities 
• Own the delivery and enhancement of Service Cloud for case management, entitlements, and omnichannel support operations.
• Address challenges in managing duplicate cases, fragmented knowledge bases, and inconsistent customer experiences across brands and channels.
• Integrate Service Cloud to streamline agent workflows and improve resolution times. 
Program & Project Management 
• Lead delivery of marketing automation, CRM enhancements, and cross-cloud integrations. 
• Manage vendor relationships and contract-to-hire engagements. - Ensure alignment with PMO and SteerCo structures, contributing to enterprise-wide transformation efforts. 
Team Leadership & Development 
• Build and mentor a high-performing team of business analysts, solution architects, and platform specialists. - Foster a culture of innovation, collaboration, and continuous improvement across marketing and CRM technology functions. 
Governance & Compliance 
• Establish governance frameworks for data usage, campaign execution, and platform integrations. - Ensure compliance with data privacy regulations and internal controls, especially in cross-cloud environments.  

Required Qualifications

• 10+ years of experience in enterprise business applications, with at least 5 years in marketing and CRM technology leadership.
• Proven expertise in Salesforce Marketing Cloud, Salesforce Data Cloud, Sales Cloud, and Service Cloud. 
• Strong understanding of marketing operations, sales enablement, customer support, and lifecycle strategies. Experience leading cross-functional teams and managing large-scale transformation programs.
• Familiarity with DevOps practices and tools (e.g., Copado, Flosum, Salesforce DX) is a plus.
• Excellent communication, stakeholder management, and strategic planning skills. 

Preferred Qualifications

• Prior experience in education, professional services, or regulated industries. 
• Exposure to Workday, Power BI, and enterprise architecture frameworks.
• Experience with agile methodologies and capability-feature alignment for marketing, sales, and service enablement.