Seeking a seasoned CX/CRM Salesforce Retail SME – Senior Director in Consumer Goods and Travel & Hospitality domain, with a strong background in Salesforce and other platforms to join our CX/CRM practice team. With extensive experience, the ideal candidate will drive client solutions displaying thought leadership, working closely with market/account teams, leveraging CX/CRM practice capabilities and competencies. This role is pivotal in leveraging Salesforce and other platform capabilities in conjunction with industry best practices to drive transformational solutions and engagements
Responsibilities
Market Leadership
· Understands Consumer Goods and Travel & Hospitality industry domain, trends and customer requirements in the context of CX/CRM and displays thought leadership towards key business solutions
· Leverage strategic partnership relations to create joint go-to-market strategies for driving growth and market leadership
· Deep understanding of the practice offerings, solution frameworks and core competencies
· Trusted and Strategic advisor and Salesforce product and platform authority to the company’s largest enterprise customers.
· Customer-centric mindset and the ability to empathize with clients' needs in a competitive market
· Act as an advisor by bridging between the customer's needs and the practice solution and capabilities, delivering business growth and customer satisfaction
· Provides subject matter expertise to proposal development and overall solution
Growth Strategy
· Define and develop Industry Focus areas, offerings, and solutions for Salesforce in alignment with BU needs and Industry trends
· Engage with CXO, VP and Director level client stakeholders to identify white spaces and drives winning strategies
· Builds and maintains strong collaborative relationships between practice and market teams to develop in-depth understanding of client business challenges and opportunities
· Conduct research into clients’ use of Salesforce and drives strategic vision, roadmap, and to-be architecture for Salesforce solutions
· Guide customers in rationalizing and deploying new technologies that drive increased business value
· Establishes close alliance and partnerships with Salesforce and other platform account executives and partner alliance team to drive partnership led growth strategies
· Closely collaborate with practice teams including pre-sales, business development, sales and delivery to deliver on cross-functional strengths and capabilities
Thought Leadership, Consulting and Advisory
· Act as anchor from CX/CRM practice and own the business development tasks, activities and deliverables (including but not limited to Proposals, Presentations, SOW and other similar deliverables) in accordance with established bid timeline
· Proactively engage and drive portfolio expansion and penetration effort according to practice guidelines and objectives
· Engage and participate with Channel Sales to identify proactive deals and engage with account teams to win the deal
· Responds to and deliver on client requests in a timely manner
· Responds to RFP/RFI/RFQ leveraging his/her professional acumen and practice capabilities to deliver success
· Participate and present at customer and industry events.
Skills and Requirements
· Minimum 15+ years of technical leadership, solution development experience in CX/CRM domain
· Proven track record of achieving growth objectives and deliver on sales metrics
· Ability to develop new pipeline through prospecting and building relationships within the assigned market/vertical
· Excellent written and oral communication along with ability to lead and deliver business presentations to business stakeholders at Director and VP level
· Ability to lead multi-cloud opportunities in the areas of CX/CRM leveraging Salesforce tech stack including but not limited to Sales, Service, Integration, Commerce, Field Service and other similar domains
· Strategic thinking and problem solving leveraging cross functional teams and SMEs to deliver success
· Salesforce certifications is highly desirable; Other platforms like Adobe will be an added advantage
· At least 10 years of experience in Salesforce solution architecture and design
· Experience in designing and implementing complex Salesforce solutions using various integration patterns and technologies
· Strong customer relationship, solutioning, and advisory skills
· Maintains 50% billable utilization for key client engagements
· Think big and drive to win attitude
Technology
· GenAI Tools and concepts
· Sales Transformation
· Loyalty Management
· B2B, B2C solutions
· Sales, Service, Experience, Data cloud
Home office setup (network, phone, etc.) Our strength is built on our ability to work together. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, inspires thought leadership, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.
If you are comfortable with ambiguity, excited by change, and excel through autonomy, we’d love to hear from you.
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