Director, Commercial Process & CRM Improvement

You will establish and drive a cohesive roadmap that elevates commercial productivity, data integrity, revenue execution, and organizational effectiveness, balancing executive stakeholder engagement with hands-on operating-model leadership. The ideal candidate combines deep commercial process expertise, Salesforce fluency, cross-functional influence, and change leadership with the ability to build and lead a high-performing, specialized team in a global matrix environment.

Business Accountability and IT Governance

This position sits within Commercial Operations and contributes to the continuous improvement of agreed commercial processes enabled by Salesforce. The role is accountable for its assigned business outcomes, delivery responsibilities, and compliance with enterprise controls. The business pod owns business requirements, value-based prioritization, functional acceptance, adoption, and benefits measurement within its delegated scope. IT retains accountability for enterprise technical architecture, cybersecurity and identity controls, privileged access, environment and deployment controls, production change and release authorization, and production service operations.

Key Responsibilities

Strategic Roadmap & Operating Model

• Define and execute a strategic roadmap that aligns Salesforce and integrated systems investments with commercial priorities.
• Bridge strategy and technical delivery to own business accountability from problem definition through adoption and measured benefits, working with IT's technical and service owners.
• Establish business prioritization, acceptance, and readiness governance within the IT-owned release framework, including OKRs and decision rights, to ensure technology investments deliver transparent commercial impact.
• Partner with commercial leadership to design performance metrics and operating mechanisms that increase accountability, visibility, and efficiency across the revenue engine.
• Identify and drive opportunities to simplify, standardize, and automate commercial processes as they are operationalized in Salesforce.
• Set portfolio direction and resolve larger trade-offs on behalf of Commercial stakeholders.

Executive Partnership & Cross-Functional Governance

• Serve as a trusted strategic advisor to commercial executives on Salesforce-enabled process improvement, operational performance, and investment prioritization.
• Translate complex business and technology considerations into clear recommendations, trade-off analyses, and actionable decisions for senior leadership.
• Strengthen partnership models between Commercial Operations, IT, and other enterprise functions within a global matrix organization.
• Build and develop a high-performing commercial systems capability that elevates delivery quality and stakeholder trust.

Process Excellence, Data Quality & Financial Stewardship

• Sponsor data-quality outcomes and business reconciliation that keep Salesforce a trusted source of commercial truth.
• Lead initiatives that improve process standardization and end-to-end commercial execution.
• Optimize technology spend while protecting required capabilities, quality, and service levels; partner with Finance and Procurement on budgeting, forecasting, and commercial technology financial management.
• Champion rigorous change management, stakeholder engagement, process documentation, and user adoption for new workflows and system capabilities.
• Design and deliver structured train-the-trainer programs and knowledge transfer processes that equip Tier 1 and Tier 2 support leaders and their teams to confidently support new capabilities from day one of release.
• Embed agile ways of working, continuous learning, knowledge sharing, and operational accountability across the team and stakeholder community.

Digital Transformation & AI Innovation

• Drive adoption of AI, automation, analytics, and emerging technologies that improve commercial decision-making and productivity.
• Sponsor, prioritize, and validate approved AI use cases.

Qualifications

• Bachelor's degree in Business, Information Systems, Engineering, Operations, or a related field; MBA or advanced degree preferred.
• 15+ years of progressive leadership experience in Commercial Operations, Revenue Operations, Business Systems, Enterprise Technology, or GTM Systems Strategy within hyper-growth or large enterprise environments.
• Exceptional executive communication skills with a demonstrated ability to partner directly with C-suite stakeholders, translate complex technical and data scenarios into clear, actionable insights for non-technical commercial leaders, and direct cross-functional teams.
• Proven experience operating (or rapidly standing up) a multi-disciplinary GTM systems team that spans strategy, technical architecture, development, and enablement.
• Experience leading business delivery in an enterprise environment with disciplined technical controls.
• Hands-on experience deploying next-generation AI solutions to solve enterprise data challenges.
• Strong financial and operational acumen with a proven track record of optimizing tech stack spend.
• Salesforce Certified Advanced Administrator, Administrator, or Agentforce Specialist certifications strongly preferred.

Key Competencies

• Strategic Systems Design
• Commercial Operations Excellence
• Technology Strategy & Governance
• Executive Influence & Communication
• Cross-Functional Collaboration
• Data Quality & Process Excellence
• Technology Investment Optimization
• Digital Transformation & AI Innovation
• Change Management & Enablement