Director, Commercial Banking CRM Strategy

About the role

Reporting to the Head of Commercial Workforce Effectiveness, this role is responsible for the development and implementation of Commercial’s CRM (Salesforce.com) Strategy. Working closely with Sales leaders will drive the adoption of Salesforce.com across US and Canada and leverage the tool for improved effectiveness and consistency across our sales teams. The Director will lead the implementation of AI capabilities in Salesforce platform.

Responsibilities

• Develop the vision for utilization of Salesforce.com across US and Canada to drive sales effectiveness
• Works closely with the Salesforce Application Manager to develop and maintain the Roadmap and Business Case for Salesforce.com for Commercial in US and Canada including the adoption of AI capabilities (Agentforce) and the integration with NAIS AI roadmap
• Develop strong relationships with Sales leaders across Commercial and work with them to drive adoption of Salesforce.com and leverage the tool for improved effectiveness and consistency across our sales teams
• Manage the Salesforce.com training and user support team
• Responsible for defining and managing the training for Salesforce.com users across US and Canada
• Manage and lead the Advisory Council composed of members across Commercial
• Identify and drive toward business process alignment in US and Canada and ensure the platform enables these processes accordingly
• Develop sales strategy initiatives e.g. treatment of priority client / prospect; or identify bright spots and client opportunities
• Develop case studies and customer success stories to drive adoption
• In conjunction with the Salesforce Application Manager coordinate with T&O for the execution of the roadmap and manage the Vendor relationships
• Coordinate with Salesforce.com business leads across the Bank for alignment and best practices

Qualifications

• 7+ years of relevant experience as an RM or Sales Leader with direct experience with Salesforce.com
• Good knowledge of Salesforce.com platform and functionality including experience with Agentforce and integration with other AI platforms
• High level of comfort working on initiatives that are less defined and do not have established processes or parameters
• Strong self-starter who takes initiative and can identify new opportunities and have the drive and ability to bring them to life
• Expert written and verbal communication skills
• Strong Influence skills
• Passionate about customer advocacy and a customer-first mindset

Pay

• Salary: $137,000.00 - $238,000.00
• Pay Type: Salaried

Benefits

• Performance-based incentives
• Discretionary bonuses
• Other perks and rewards
• Health insurance
• Tuition reimbursement
• Accident and life insurance
• Retirement savings plans