IT Director - Sales & Customer Experience
US
Job Purpose
The IT Director – Sales and Customer Experience (ITBP) is the accountable leader for a dedicated delivery team serving Sales, Customer Experience, and Revenue Operations. This role serves as the single point of accountability between functional leadership and IT, ensuring the delivery of scalable, secure, and value-driven Salesforce and CX solutions aligned with revenue growth and service excellence. The Director governs the integrated business blueprint across lead-to-Loyalty, B2B customer journeys, CRM platforms, marketing engagement, analytics, and Voice of Customer programs. Success is measured by revenue enablement, service-level performance, adoption, operational efficiency, and measurable business impact.
The Director ensures alignment between Salesforce platform strategy, commercial execution capabilities, enterprise data governance, and integration standards. This role balances delivering value and innovation with architectural discipline, regulatory compliance, platform scalability, and sustainable total cost of ownership.
How You Make an Impact
• Owns and manages the end-to-end Sales & Customer Experience Delivery Team with full accountability for outcomes and value realization.
• Accountable for what gets built and why, with engineering best practices.
• Act as senior IT partner to Sales and CX leadership, aligning technology investments to revenue growth, distributor performance, and service-level objectives.
• Translate strategy into a sequenced roadmap across Sales Cloud, Service Cloud, Manufacturing Cloud, Commerce Cloud (B2B), Experience Cloud, CPQ, Salesforce AI, Data Cloud, CRM Analytics, and power BI reporting.
• Lead and develop a high-performing team of analysts and program managers, establishing clear goals, performance metrics, and development plans.
• Define and govern end-to-end lead-to-Loyalty and B2B customer lifecycle enablement, including CPQ, CLM, DocuSign, Adobe, and digital commerce capabilities.
• Oversee Voice of Customer (VoC) program delivery leveraging Qualtrics to capture, analyze, and operationalize feedback from distributors, retailers, and business partners.
• Define and govern non-functional requirements, including scalability, resilience, performance, security, and data integrity across the Salesforce and CX ecosystem.
• Drive automation, AI enablement, platform optimization, and continuous improvement to enhance efficiency and reduce technical debt.
• Collaborate cross-functionally to prioritize initiatives, align capacity, and ensure measurable value realization.
• Partner with IT Operations to ensure successful transition to run-state support with defined SLAs, monitoring, and sustainability standards.
Functional Financial Accountability and Budget Management
Accountable for the financial and operational performance of the Sales & CX technology portfolio, managing fixed platform costs and variable investment spend aligned to OGSM commitments. Ensures disciplined prioritization, transparent executive reporting, cost forecasting, and sustainable cost-to-serve while balancing innovation with long-term platform health.
What You Bring to the Role
• 12–15+ years leading enterprise CRM and customer experience delivery functions.
• Deep experience across the Salesforce ecosystem, including Sales, Service, Manufacturing, Commerce (B2B), Experience Cloud, CPQ, Marketing Cloud, Data Cloud, CRM Analytics, Salesforce AI, and related integrations.
• Experience integrating Salesforce with ERP systems (SAP preferred), marketing technologies, analytics platforms, and contract lifecycle solutions.
• Strong financial acumen with accountability for multi-million-dollar functional IT budgets.
• Executive-level stakeholder engagement and cross-functional influence capability.
• Bachelor’s degree required; MBA preferred.
Competencies Desired
• Enterprise-level strategic thinking with executive presence and the ability to translate complex commercial and technical concepts into compelling business narratives.
• Strong understanding of B2B customer journeys, distributor ecosystems, and service-level requirements.
• Customer-centric orientation with influence in highly matrixed organizations.
• Proactive problem-solving mindset focused on efficiency, automation, and scalable design.
• Advanced analytical leadership with strong data visualization and narrative development expertise.
• Excellent communication skills for complex stakeholder management and executive alignment.
• Proven ability to manage multiple strategic priorities while driving continuous improvement and measurable value realization.
• Talent leadership capability to build, coach, and mentor high-performing multidisciplinary delivery teams.
Working Conditions / Physical Requirements / Travel Requirements
Must be willing to support evening or weekend work during major releases, escalations, or critical business initiatives. Travel up to 10% domestic.
