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VP, Global Sales Systems

at Experian

Posted: 9/27/2019
Job Status: Full Time
Job Reference #: 196647

Job Description

Role Synopsis
The VP, Global Sales Systems is the product owner for Experian's Global B2B Salesforce CRM platform and is responsible for guiding Experian's Global B2B Salesforce CRM platform strategically and operationally, by bringing strong CRM leadership to the enterprise. This leader will set and execute on a strategic CRM vision and roadmap for the organization by collaborating with partners and executive leadership. The role will act as a strategic thought partner and liaison between internal teams including but not limited to Technology as well as with business leaders. This role will be responsible for building and expanding the B2B CRM vision for Experian and growing the Global CRM Operations team's capabilities to keep pace with the needs of the ever-growing and changing needs of the business.

Key Responsibilities

•“Owns” the global B2B instance of Salesforce.com at Experian
•Manages and continues to grow a team of Salesforce.com and business process experts, to act as internal consultants to the business
•Accountable for delivery of all Salesforce.com-related process automation, re-design, or enhancement projects focused predominantly on Sales as well as other functional teams
•Responsible for the incorporation of, and adherence to, best-of-class project-delivery and project management processes, based on industry best practice, knowledge, and experience with various project delivery methodologies
•Partners closely with Technology and third-party System Integrators and vendors as needed
•Manages overall demand for Salesforce.com across all Experian regions and business unit
•Provides best practice guidance and innovations in CRM
•Provides strategic direction and guidance to the design of the global CRM platform
•Oversees system testing strategy and execution for all Salesforce.com migrations and releases
•Partners with senior management to develop a strategic vision and operating plan for CRM deployment
•Provides CRM thought leadership based on market leading best practices
•Serves as the primary liaison to the business; understand strategic direction and challenges, and translates into CRM roadmap priorities accordingly
•Partners closely with data quality teams on both system development and operational matters
•Develop & deploy CRM capabilities working closely with all appropriate teams to build and develop the technology infrastructure, analytics platform and other appropriate tools
•Defines & implements appropriate system development plans, and business process change programs
•Executes formal business cases/justifications as needed to support system development efforts
•Lead staff member teams to ensure high performance through effective hiring, coaching and staff development

Leadership and Decision Making
•Serves as the primary liaison to senior leadership on matters related to CRM including running Global CRM Steering Committee
•Acts as change agent and drives projects to completion
•Effectively commands confidence and respect
•Effective influential leader in matrix environment
•Takes leadership role in injecting creativity & leading-edge thinking
•Provides role clarity for direct reports
•Viewed and sought out by staff as role model, counselor and mentor

Communication and though leadership skills
•Ability to communicate and present effectively at all business levels including senior leadership
•Delivers executive quality written communications, subject only to final editing
•Proven presenter – articulate, persuasive, projecting confidence, at ease and maintains appropriate pace
•Thorough understanding of CRM technology, relational databases, business intelligence tools, marketing automation tools, and dashboard tools
•Thorough understanding of complex database environments and how data is organized/connected in various systems
•Familiarity with current technology players and products available in the overall industry
•Develops and maintains relationships with key contacts across both business stakeholder departments and technology partners

Resource Management
•Has budget accountability for staff, CRM related licenses expenses and other operating expenditures
•Demonstrated ability to be at ease with business executives
•Proven ability to identify and attract high quality hires
•Demonstrated commitment to invest in own professional and skill growth
•Consistently seeks to transfer skills to staff: mentoring, formal training, coaching & leadership
•Demonstrated success from investing personally in enhancing the team's professional knowledge/skill base
•Accountable for professional development of entire team


Position Requirements
•Experience with CRM planning and implementation across multiple business units
•Advanced degree in business management
•10-12 years of relevant business experience related to sales, marketing and/or customer experience related activities; 10-12 years of Salesforce.com project/program-related experience such as a consultant or project team member, 5 years' experience in leading enterprise-level Salesforce.com CRM transformations
•Salesforce Administrator, Sales Cloud Consulting and Service Cloud Consulting certifications preferred
•Strong leadership experience managing complex business initiatives involving technology
•Highly skilled in translating complex business needs into detailed system requirements
•Ability to represent system and data development opportunities and to influence change across various levels of organization including C-Level and senior management
•Team and vendor management experience required
•Ability to influence and bring consensus
•Exceptional communication skills, verbal and written
•Experienced in creating CRM best practices and innovating solutions at an enterprise level
•Demonstrated knowledge of ROI metrics and methodologies to report results and drive decisions
•Lead CRM agency, vendor and partner guidance, selection, issue resolution and performance evaluation

Location:  Position can be located in any Experian US office or in the UK.  Remote locations will also be considered.

EOE Including Disability/Vet