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CRM Salesforce Specialist Sr

Company: VW Credit, Inc.
Location: Pontiac
Posted on: June 13, 2022

Job Description:

Role Summary:CRM Salesforce Lead - Operations and Services, is the "go to" person for achieving the Operational stability of Solutions built on Salesforce Platforms and related integration services supporting business critical processes. CRM SF Lead manages delivery of Marketing Service requests in addition to delivery of agreed service levels for corporate and dealership end-users. CRM SF Lead monitors all application support requirements and balances between service reliability and cost with the goal of ensuring business process continuity. Day to day operational responsibility includes platform upgrades, SF DevOps process management, technical operational co-ordination with internal IT and external vendors and liaise with marketing agencies to support critical sales and service marketing campaigns. Foster innovation to be more efficient.Role Responsibilities:Operations / SF DevOps Responsibilities - 30%Organizing, plan and execute day-to-day operations involving internal support staff, agency partners & vendors as applicableCoordinating SEV1 and SEV2 outages 24X7 until resolution.Liaise with Salesforce Success Manager on operational topics (SF incidents & upcoming release planning)Liaising with internal support groups and external vendors and to ensure operational stability of Salesforce application & related interfaces/dependent systems and Department Service Levels adherenceEnsure changes to production environment are properly understood by the support teamsProvide oversight to multiple application support teamsPrioritize Incidents, Problems and System changes for Salesforce applications for support teamLook for opportunities to reduce number of incidents and outages by ensuring root cause analysis and fixes of issues. Leverage VWGoA established Problem Management ProcessOwn and ensure Incidents, Problem and Change tickets are addressed in accordance to Department KPIsEnsure compliance to established funding and applicable policiesMaintain current state of application documentation at all times by working together with delivery partners and CRM Integration SpecialistSupport sourcing and onboarding (new hire set up, orientation) of resourcesProvide innovative solutions for operational activitiesManage Marketing Services request pipeline - 30%Facilitate bi-weekly stand up meetings with Marketing Services team for awareness, integration of activities and to ensure team is delivering services on time as promised to businessEstablish service delivery process, service request templates and ensure process adherence.Maintain marketing services recovery/charge back processInterface with agency partners that are engaged by brands to understand upcoming marketing campaign road map and plan for marketing services team's delivery to ensure timely delivery of marketing campaignsCollaborate with CRM Integration Specialist to document the delivery processes and track improvement opportunities Provide innovative solutions for service requestsSubject Matter Expertise - 10%Maintain a profound understanding of business strategies and processes, and their associated applicationsProvide expert consulting to large projects, system enhancements and resolving severity 1 and 2 system outagesAct as a process improvement consultant with business unit employees in achieving performance improvements in process KPIsApplication Lifecycle Planning & onboarding of apps - 20%Ensures application inventory is accurately maintained within Enterprise Application planning tool (Troux) by collaborating with Enterprise Architect Group.Maintain and lead lifecycle plans to ensure Salesforce applications are running on manufacturer recommended and VWGoA established product lifecycle. Eg. Quarterly releases testing prior to production upgrade, interfaces mapped to underlying Oracle DB, Cloudera product releases, etc.Verify that PMO established standardized delivery process is utilized by development teams by ensuring application onboarding and delivery criteria's are met prior to production roll out of a systemCollaborate with PMs and Tech-architects to ensure application support requirements are properly understood and applications are delivered to production in accordance with PMO processesParticipate in capacity planning, forecast and testing of applicationsCollaborate with IT Groups and provide input to Disaster recovery planning and optimization in accordance with Business Continuity PlanningBusiness Relationship Management - 10%Manage the development of small enhancements and service requests on behalf of business. Maintain a tracking sheet.Provide regular and timely updates to business units on major incidents, root cause to problem tickets and service requestsEffectively manage customer expectations during planning and rollout of new releases and planned application maintenance activitiesFoster innovation Qualifications:Years of Experience:7 - 10 years of experience in Application & Services development with 5-8 years being a Team Lead responsible for delivering on Operational, Application Management, SLAs (Service Level Agreements) and Marketing Services KPIs.Education:Bachelor's degree or equivalent industry experience - requiredMaster's degree or equivalent experience - desiredSkills:7-10 years of technical development skills in Oracle 11G PL/SQL, SQL Plus & Toad, 5+ years of marketing operations & services experience5+ years of experience using CRM systems like Salesforce & enterprise data hub like DWH, Data-lake etc., to effectively guide the development staff to create programs based on the brand business requirements for marketing campaignsFamiliarity with customer data privacy laws such as CAN SPAM, CASL etc.Prior experience in establishing Customer Data Matching and cleansing rulesKnowledge of the retail customer and corporate marketing operations processes; experience in the strategic use of technology in managing and growing a businessStrong technical knowledge and ability to express complex technical concepts in business terms Proven Analytical and trouble shooting skillsPerform strategic thinking and demonstrate competency in developing efficient and effective solutions to complex business problemsAbility to make decisions regarding marketing programs and the legal use of informationAbility to manage a team of individuals and foster personal growth environmentAbility to establish, maintain and cultivate business partner relationships across the brands in order to communicate and maintain operational stability and marketing services delivery.Business process improvement involving broad based information systems and utilizing tools and techniques to effect business changeKnowledge of ITIL process for production support of applications and servicesSpecialized Skills:Required:CRM Business Domain KnowledgeExtensive knowledge of Salesforce Marketing cloud solutions (eg. E-mail Studio, Journey Builder, Data Extensions, Content Builder, Audience Builder, Analytics Builder, Sender Authentication Package etc)Setup of Secure Cloud pages with SFMCAdvance PL/SQL with Oracle 12G, SQL Plus & ToadPerl Scrips & MS Access DBPrior people management and team work skills; Applications management including demonstrated competency in developing efficient and effective solutions to complex IT problems.Basic understanding of Salesforce Lightning Service Cloud platform components & capabilities (Administrator level)Desired:ITIL CertificationCertified Salesforce Administrator Certified SF Marketing Cloud ConsultantProject management and execution of small to medium sized projectsKnowledge of the automotive solutions a plusWork Flexibility:Manage Severity 1 and 2 Production systems outages 7x24 until resolvedAvailable for international travel to Germany and Mexico (1 time per year)Available for Domestic travel within US and Canada (1 -2 times per year)Volkswagen Group of America is an Equal Opportunity Employer.We welcome and encourage applicants from all backgrounds, and do not discriminate based on race, sex, age, disability, sexual orientation, national origin, religion, color, gender identity/expression, marital status, veteran status, or any other characteristics protected by applicable laws.

Keywords: VW Credit, Inc., Pontiac , CRM Salesforce Specialist Sr, Other , Pontiac, Michigan

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