Director, CRM & Business Systems
About the role
Raptive is hiring a Director, CRM & Business Systems to lead the team, roadmap, and operating model behind the platforms, data, and workflows that support growth across the company. Reporting to the SVP of Growth Operations, this role will shape how Raptive works by connecting workflows and data across the organization, enabling teams to work more effectively and deliver great customer experiences. This is a strategic, hands-on leadership role leading a team of two and owning the systems used by more than 300 employees.
Responsibilities
- Set the strategy for Salesforce and Zendesk through the lens of growth and innovation through sales pipeline, GTM activities, business insights, marketing capabilities, and customer retention.
- Lead decisions about integrations and connected tools across the stack such as Slack, Apollo, Snowflake, Clay, Box, Zapier, Placements.io, and ChatGPT.
- Build agentic support and triage workflows and help teams resolve customer requests faster with appropriate human review.
- Proactively identify opportunities to speed up processes, create new insights, and increase team capacity - enabling teams to work smarter through platform architecture improvements.
- Enable Marketing Operations to continuously optimize campaign performance, create pipeline intelligence, and streamline handoffs by strengthening how we capture, interpret, and act on engagement across all channels.
- Evaluate where AI can generate new insights and streamline workflows, moving proven use cases from proof of concept into productionized automations.
- Own vendor evaluation, budgeting, renewals, contracts, and implementation partners.
- Partner with leaders across Sales, Marketing, Support, Data, Product, Engineering, Finance, and Operations to align priorities, resolve dependencies, and support adoption.
- Improve team velocity, system usability, data quality, and governance.
- Track adoption and business impact of the team and deliverables.
Requirements
- 8+ years working in CRM products, revenue operations, business operations, sales operations, marketing operations, or a related field.
- Deep expertise in Salesforce Sales Cloud, including CRM strategy and administration, go-to-market processes, and cross-functional delivery at scale.
- Marketing Cloud and Data 360 expertise is strongly preferred; familiarity with Service Cloud, Agentforce, Experience Cloud, or Zendesk is a plus.
- Proven ability leading and developing a team, and managing external partners.
- Comfortable working in a fast-moving environment while balancing competing priorities.
- Demonstrated ability to use AI and technology to drive growth and operational transformation.
- Understanding of data access, privacy, consent, responsible data use, and operational risk.
- Clear communication skills and the ability to translate between technical teams, business leaders, and the end-users.
Qualifications
- Salesforce certifications or comparable expertise in CRM administration, product ownership, architecture, or automation.
- Working knowledge of data warehouses, business intelligence tools, SQL, data pipelines, integration platforms, or workflow automation tools.
- Background in digital publishing, ad tech, creator businesses, or another complex marketplace or media environment.
About Raptive
Raptive is a new kind of media company built for creators and home to one of the largest and most diverse audiences on the internet. For advertisers, Raptive provides a direct path to premium creator environments, high-impact creative capabilities, and scaled access to trusted content that drives meaningful consumer attention, engagement, and results. Raptive combines its position as the world's largest ad management platform with a comprehensive suite of monetization, audience and business solutions that enable creators to turn their passions and talents into thriving independent companies and enduring brands. We stand for the future of a diverse, open internet powered by the creativity and entrepreneurship of the independent creators and publishers it serves. To date, Raptive has driven $4 billion to it's partners. Join us in creating a more equitable and inclusive