IT Director (CRM Exp.) at Daikin Applied in Plymouth, Minnesota

Job Description:

Director of CRM Systems Job Description

Daikin Applied Americas, a division of the world's leading HVAC manufacturer, is seeking a Director of Customer Relationship Management Systems to drive the company's transformation into a customer-centric organization. This position is responsible for growing revenue throughout our customer lifecycle by leading the development and implementation of a world-leading CRM strategy and infrastructure. The director will lead the CRM team in partnership with Strategic Marketing, Marketing Communications and IT, and champion the initiative to executive leadership. The director co-reports to the Senior Director of Information Technology and to the Vice President of Strategic Marketing.

Specific Responsibilities:

o Lead cross disciplinary team of Sales, Marketing and IT personnel to develop and sell-in a detailed CRM strategy and project plan that includes:

* Identification of opportunities in the lifecycle to increase customer acquisition, conversion and retention

* Development of a robust, actionable lead management strategy and program

* Master data plan that ensures data integrity

* Integration of CRM with legacy systems

* Development and management of a lead management program including automated marketing that engages and pulls prospects and customers through the lifecycle

o As the subject matter expert for CRM (SalesForce), provide senior level technical expertise and best practice methodologies to projects

* Maintain expertise in installation, design, configuration or specialized testing for supported applications

* Provide technical and application functionality guidance to 3rd party developers and internal customers

o Manage internal Salesforce team BA's, Admins and developers

* Mentor junior level team members on Salesforce/Force.com development best practices

o Receive, review, approve, and prioritize all SFDC projects and change requests for business prior to development/implementation by SFDC team

o Supervise project management of CRM IT projects

o Assist team with creation and maintenance of Apex classes, triggers, Visualforce components/pages and unit test classes

o Oversee creation and maintenance of application and system documentation used in design, testing or programming efforts

o Conduct price negotiations and maintenance of the Daikin Applied Salesforce contract as well as perform all 3rd party price negotiation and SOW development regarding initiatives requiring such services.

Specific Skill Set/Experience

* Subject matter expert for CRM system (Salesforce) functions and capabilities. Must demonstrate:

o Experience with SFDC development, implementation, management and optimization

o Ability to extract insights from SFDC data to inform business leads of opportunities

o Knowledge and application of SFDC capabilities and industry best practices

* 7+ years' professional marketing and strategy experience

* 7+ years' in IT application support positions with high-level problem solving and technical project management experience with dedication and proven knowledge of Salesforce/Force.com development

* 5+ years' experience working on complex business applications with multiple users across the organization, from business unit leaders to external stakeholders and vendors to IT

* 4+ years' experience performing Salesforce/Force.com development including:

o Visualforce pages and components

o Salesforce/Force.com integrations

o Apex classes and triggers

o Web development using HTML, JavaScript, CSS and JQuery

* Proven presentation skills