Director, Digital Platforms – CRM, OMS & AI & Marketing Cloud

What You Will Do

• Define and execute the digital platform strategy and roadmap supporting Sales, Marketing, Commerce, and Customer Service.
• Own the Salesforce ecosystem (Sales Cloud, Service Cloud, Marketing Cloud), including roadmap planning, enhancements, adoption, and operational stability.
• Lead platform design and delivery for Salesforce-centric solutions, including integrations with OMS, eCommerce, ERP, and data platforms.
• Partner with Sales, Marketing, and Commercial teams to improve pipeline visibility, customer engagement, campaign execution, and customer experience.
• Oversee CRM data architecture, customer data flows, and reporting to enable customer 360 capabilities and actionable insights.
• Guide the responsible adoption of AI-enabled capabilities (e.g., automation, personalization, analytics) where they add clear business value.
• Ensure strong governance for data privacy, security, access controls, and regulatory compliance in partnership with Legal, Security, and IT teams.
• Manage relationships with strategic vendors and implementation partners, including Salesforce and system integrators.
• Establish and track KPIs for platform performance, user adoption, delivery effectiveness, and business impact.
• Lead, coach, and develop a globally distributed team of managers, product owners, administrators, and technical specialists.

To Be Successful

• Have a Bachelor’s degree in information systems, Computer Science, Business, or related field (MBA preferred).
• Have 10+ years of experience in digital platforms, CRM, or enterprise applications, including deep hands-on experience with Salesforce.
• Have proven leadership experience managing Salesforce implementations and transformations at scale.
• Have strong expertise across Salesforce Sales Cloud, Service Cloud, and Marketing Cloud (Salesforce certifications preferred).
• Have experience integrating CRM platforms with OMS, ERP, eCommerce, and other enterprise systems.
• Have a strong understanding of CRM architecture, integration patterns, APIs, data models, and governance practices.
• Have experience working with cross-functional business stakeholders in Sales, Marketing, and Operations.
• Have a working knowledge of data privacy, regulatory compliance, and enterprise security principles.
• Have experience with AI/ML capabilities, including Salesforce Einstein or similar platforms.
• Have a strong understanding of data privacy, cybersecurity, and regulatory compliance (e.g., GDPR, CCPA).
• Have experience working in global, matrixed organizations.

Leadership Competencies

• Be a strategic thinker who can translate business goals into platform roadmaps and execution plans.
• Be a strong communicator able to engage executives, business partners, and technical teams.
• Be a pragmatic decision-maker focused on operational stability, risk management, and business outcomes.
• Be an effective change leader who can drive adoption while minimizing disruption.