Customer Relationship Management Director

Description

The NTW CRM Director will plan, design, develop, deliver, train, and support CRM capabilities for the NTW Sales team to enable effective sales growth. This position reports to NTW’s VP, Sales Operations. In addition to possessing expertise in Salesforce.com and a background in wholesale distribution or B2B sales models, this position demands strong abilities to develop relationships, understand customer needs, and translating those needs into effective Salesforce.com solutions.  To deliver effective solutions, this position will interact with internal customers across the TBC enterprise, including: NTW Sales, Equipment Sales, Marketing, Supply Chain, Finance, Master Data, Training, and IT. The CRM Director will own and manage the development lifecycle and the multi-year development roadmap for Salesforce.com at NTW.

Job Responsibilities

• Be the Salesforce subject matter expert and trusted advisor for all users and stakeholders of the platform.
• Develop trusting relationships with the NTW sales team and TBC cross functional teams to collaborate on best practices and innovative changes to drive sales growth.
• Develop and manage a work intake process for enhancement requests, make decisions, and escalate when needed.
• Create and own the long-term Salesforce.com development roadmap.
• Identify, develop, and track CRM effectiveness metrics to identify potential improvements.
• Identify, develop, and track CRM effectiveness metrics to identify potential improvements.
• Define and manage overall project goals and successes for implementation of new processes.
• Design and deliver improvements to Salesforce.com capabilities, including:
  • Reports and dashboards
  • Automated workflows
  • Perform configurations
• Collaborate with the IT team for new development and integrations with external systems.
• Develop training content and facilitate live training as needed in support of the Training Manager.
• Work directly with Salesforce third party partners, as needed.
• Create and deliver presentations to an executive audience.
• Continually monitor Salesforce platform changes and best practices.

Qualifications

• Bachelor’s degree in business, computer science, or related field.
• Hold active Salesforce Certifications, including:
  • Salesforce Administrator required; Certified Saleforce Advanced Administrator preferred
  • Salesforce Developer I; Developer II preferred
  • Sales Cloud Consultant
  • B2B Solution Architect - preferred
• Minimum 5 years’ experience architecting and driving multi-cloud solutions on the Salesforce platform, preferably in wholesale distribution or a B2B organization.
• Preferred consulting experience.
• Preferred project management experience.
• Strong organizational, analytical, and problem-solving skills.
• Process design and documentation.
• Strong facilitation skills.
• Strong collaboration and relationship building skills.
• Create and deliver executive level presentations.
• Ability to translate internal customer business needs to Salesforce.com solutions.
• Excellent verbal and written communications skills.
• Effectively communicate across all levels of an organization.
• Work independently and consistently meets deadlines.
• 10-15% overnight travel is required

Benefits

• Competitive compensation
• 401k plan with a company match. Immediate 100% vesting
• Comprehensive benefits including medical, dental and vision
• Company paid short term disability and employer subsidized long term disability
• Company paid life insurance
• Discounted tire and automotive services
• And more!

Company Overview

For 65 years, TBC Corporation (TBC), one of North America’s largest marketers of automotive replacement tires, has been a tire company ahead of the curve. Through worldwide operations spanning wholesale, retail, and franchise, TBC also provides automotive maintenance and repair services with best-in-class brands. TBC meets the needs of consumers in search of total car care at more than 3,200 franchised and company-operated tire and automotive service centers under the brands NTB®, Tire Kingdom®, Big O Tires® and Midas®. TBC serves wholesale customers in the United States, Canada, Latin America, Mexico and the Middle East through NTW, TBC Brands, TBC Dealer Group, TBC International and TBC de Mexico.