Salesforce CRM Technical Manager

Job description

This position would report into the Breitling Customer Solutions Manager and will mainly provide a high level of expertise (design & realization, project management, support & maintenance) in the area of CRM, Clienteling, Customer Service and Campaign Management.


KEY RESPONSIBILITIES

  • Leads the ideation, technical development, and launch of any CRM, Clienteling, Customer Service and Campaign Management. Solutions design, development, implementation and operations
  • Work closely with the Marketing, Sales and Customer Service teams to refine priorities
  • Analysis of requirements and objectives. Gap assessment of the current solutions/platforms. Action plan and data migration
  • Build and run the technical side of the CRM and Clienteling Platforms leveraging existing and new partner agencies, both for solution development, integration and data/analytics
  • Provide the relevant technical and operational support
  • Support CRM and Clienteling project implementation, rollouts, change requests and release management
  • Provide system architecture/integration/system-process evaluation and support to CRM, Clienteling and Campaign Management
  • Lead the technical teams on how to optimize and deliver CRM, Clienteling, marketing automation and campaign management in order to achieve the maximum benefits and return on investment. You will champion Salesforce Sales Cloud, delivering training, providing governance, developing the marketing automation platform to fulfil cross channel communications and applying best practice
  • Recommend and negotiate a consistent technical architecture and platform enhancements
  • Bring the best technology capabilities and solutions into the Breitling landscape, with an emphasis on speed, agility and benefit
  • Support and deploy system enhancements, change approval and implementation of system changes. Provide technical and system service operation input to project team on new solution implementation

Job requirements

  • University degree in Information System (Business Administration, Information Technologies is a plus)
  • Minimum 8 years of successful implementation experience in a similar role in the retail industry
  • Exposure to international and complex projects ideally in the luxury/watches industry
  • Proven working experience with CRM and Clienteling platforms. Experience with Salesforce Sales and Marketing Cloud
  • Proven capability to drive a dynamic portfolio of initiatives, at a global scale
  • Technically highly skilled: PIM/DAM, CMS, OMS, platforms, programming languages, architectures, hosting, CDN, availability and performance, security and product management (Agile)
  • Understanding of digital marketing metrics, marketing channel management, principally email
  • Experience of initiating and executing projects and campaigns through a customer first strategy
  • Understanding of customer segmentation, customer data and 3rd party enrichment techniques
  • Proven exposure to international customer reality, ranging from USA local clientele to the Chinese travelers
  • Proven capability in driving a portfolio of agencies, local and global
  • Fluent in English (French is an asset)
  • Good interpersonal and communications skills, ability to challenge business users in a positive manner on their requirements and propose alternative solutions
  • Team-player, capable to work in a relatively small team, with great exposure to the senior management