Senior Director CRM Platforms (Hybrid, Columbia SC) Job

The Senior Director Customer Relationship Management (CRM) Platforms will spearhead the development, implementation, and optimization of our CRM platforms to enhance customer engagement, streamline contact management, and leverage artificial intelligence for deeper customer insights. This role requires an individual with a solid technical background in CRM technologies, an understanding of banking practices, and the capability to act as a change agent within the organization. The successful candidate will lead the CRM platform strategy, ensuring it supports and drives business objectives while managing vendor relationships and fostering a culture of innovation and continuous improvement. This role will be accountable for CRM standard architecture, design, development, testing, and implementation for platforms assigned by the CIO. Immediate goals will include rollout of a cloud-based, "plain vanilla" CRM and migration of Associations to that cloud instance, including data migration.
What you'll do
- Develop CRM platform designs that enhance customer engagement and support effective contact management.
- Work closely with stakeholders to ensure the platform meets functional and operational requirements.
- Utilize UML and other design methodologies to create detailed platform designs, including data models, system workflows, and user interface prototypes in line with AgFirst standards.
- Architect a high-availability CRM platform that optimizes and leverages cloud technologies, ensuring scalability to support business growth and peak loads.
- Design a multi-tenant architecture that ensures data isolation and security while allowing for customizable features for different Associations.
- Oversee the integration and management of cloud services for CRM platforms, leveraging Microsoft Azure services such as Azure Kubernetes Service (AKS) for container orchestration and Azure Synapse Analytics for big data and analytics.
- Implement cloud-based solutions like data lakes and electronic data warehouses to enhance data analytics and customer insights.
What you'll need
- Bachelor's or master's degree in computer science, information systems, or related field preferred.
- 15+ years of IT work experience across disciplines (e.g., infrastructure, application development), with experience in architecture, design, development, testing, project management, and operations.
- Training and experience in IT best practices (e.g., SDLC, DR, BC) as well as compliance regimes.
- Expertise in HubSpot and marketing practices.
- Artificial Intelligence / Machine Learning to drive enhanced CRM and business results.
- Superior understanding of Salesforce and its ecosystem.