Director, CRM Product & Customer Intelligence

Director, CRM Product & Customer Intelligence

The Director, CRM Product & Customer Intelligence is responsible for owning the vision, roadmap, and prioritization for the platforms and applications that facilitate and inform our customer relationships and, in turn, drive revenue. This role ensures we deliver the optimal products and features based on clearly understood business needs and manages a product roadmap that aligns with overall organizational strategy, with buy-in from relevant leaders and stakeholdersall in the context of enabling and optimizing sales engagement driven by business intelligence. Acting as the connective tissue between business stakeholders and the technical delivery team, the Director, CRM and Customer Intelligence translates strategy into workflows, requirements, and a prioritized backlog, defines outcomes, and ensures the platform scales as the company grows and adopts AI-powered customer intelligence.

Key Responsibilities:

• Product Vision and Roadmap: Own the product vision, roadmap, and prioritized feature backlog for Salesforce and related applications. Manage a roadmap that aligns with overall organizational strategy and secures buy-in from relevant leaders and stakeholders.
• Business Alignment and Requirements: Partner with sales, service, marketing, and operations to capture business needs and align on priorities. Synthesize corresponding business requirements into clear, outcome-driven initiatives that can be translated into technical solutions.
• Requirements Definition and Delivery: Write epics, user stories, and clear requirements with acceptance criteria and a definition of done that set the development team up for success. Accept delivered work and ensure it meets the intended outcomes.
• People, Process, and Systems Understanding: Thoroughly understand the people and processes of all teams being served in order to design optimal features and corresponding processes. Understand the available platforms and technologies well enough that requirements are contextual to the systems being implemented or enhanced.
• Customer Intelligence Strategy: Own the data and customer-intelligence strategy on the platform, including AI use cases. Translate customer data and intelligence into measurable business value.
• Metrics and Value Realization: Define and track success metrics, ROI, and adoption for platform investments. Use data-driven insights to guide prioritization and demonstrate impact.
• Governance and Vendor Management: Establish and run platform governance, including intake, prioritization frameworks, and change control. Manage vendor and licensing decisions to optimize cost and value.
• Stakeholder Communication: Communicate roadmap, trade-offs, and progress to executives and stakeholders. Foster transparency and accountability across the teams being served.

Direct Manager/Direct Reports:

• The Director, CRM and Customer Intelligence reports directly to the Director, GenAI Engineering and Platforms. This position does not have any direct reports. The Director, CRM and Customer Intelligence collaborates extensively with cross-functional teamsincluding sales, service, marketing, operations, the Principal Architect, and the Salesforce delivery teamto ensure successful platform execution and strategic alignment.

Travel Requirements:

• <25% Travel required for conferences and team meetings

Physical Requirements

• Frequently operates a computer, keyboard, mouse, and other standard office equipment

Working Conditions

• 4 days per week onsite in the Mckinney Corporate Office

Minimum Qualifications:

• Proven success in product ownership or product management, including CRM/Salesforce platforms
• Demonstrated success owning a roadmap and backlog and delivering measurable business outcomes
• Strong understanding of CRM, customer data/intelligence, and how to translate it into value
• Experience establishing platform governance and prioritization across competing stakeholders
• Experience leveraging AI-driven customer intelligence to inform product strategy and serve customers better
• Ability to synthesize business requirements and translate them into user stories and technical requirements
• Familiarity with a well-accepted delivery methodology, such as Agile/Scrum
• Excellent communication and executive stakeholder-management skills
• Data-driven approach to measuring ROI, adoption, and platform health
• Working familiarity with the technical environment: Salesforce Sales Cloud and Service Cloud, Snowflake/SQL, Customer Intelligence/CDP capabilities, and React-based web applications
• Experience using reports, dashboards, and CRM analytics to inform prioritization and decision-making

Preferred Qualifications:

• Industry Experience: Background in distribution, manufacturing, or B2B sales environments, ideally building products.
• Certifications: Project/product delivery certifications, such as Certified Scrum Master, and/or Salesforce certifications.

Minimum Education:

• A Bachelor's degree in Business, Computer Science, Engineering, or a related field is required.

Preferred Education:

• An advanced degree, such as an MBA or a master's degree in a relevant discipline, is highly desirable.

Minimum Years of Work Experience:

• A minimum of 57 years of professional experience in product ownership or product management, including hands-on experience with CRM/Salesforce platforms.

Certifications:

• Certified Scrum Product Owner (CSPO) preferred.
• Professional Scrum Master (PSM) or Certified ScrumMaster (CSM) preferred.
• Salesforce certifications preferred.

Competencies:

• Strategic Leadership and Mentorship
• CRM Technical Configuration & Optimization
• Financial Acumen
• Collaborative Expertise
• Risk Management
• Vendor Management
• Analytical and Performance Management

Work Location: Mckinney Corporate Office

Remote/Virtual, hybrid or in-office: 4 days per week in office