CRM Salesforce Specialist Sr
Company: VW Credit, Inc.
Location: Pontiac
Posted on: June 13, 2022
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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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