Vice President, Global B2B CRM

Job Summary:

JOB DESCRIPTION – VP Global B2B CRM  

Location: North America 

Division: Global Support & Operations 

Contract Terms: Full time - Permanent, 40 hours per week supporting a global business in international time zone; potential for up to 20% domestic/international travel

Job Level: M6 

THE TEAM  

Global Client Support & Operations Organization has the mission to build a global CRM center of excellence where all processes, tools & best practices are applied to all regions across the globe to achieve the highest levels of employee, fan & client satisfaction. 

One of the main tools leveraged by multiple teams is our CRM (powered by Salesforce) and Strategy & Analytics team oversees the development of our CRM is to maximize the return on investment in the CRM system by optimizing understanding, consistency of use, adoption, data integrity and requests for development across the Ticketmaster organization.  This also includes development and maintenance of adjacent tooling that integrate into Salesforce such as Support Community.  Our B2B CRM powers all our internal business and operations processes from managing client support cases to business opportunity and client engagement.  The platform also builds the required insight to develop strategies to innovate and deliver high-value and cost-effective service. 

THE JOB  

This role involves developing a shared CRM vision, strategy, and roadmap, ensuring alignment across all CRM stakeholders at Ticketmaster. The successful candidate will lead of team of CRM specialists and work regularly with key CRM business and technical stakeholders and gather, manage, and prioritize CRM requirements.  Using data and process flows, identify workflow and automation opportunities to enhance the end users experience and improve efficiency. They will also work closely with technical teams in scoping and prioritizing CRM projects and enhancements.  The Head of CRM will also develop annual and 3 year strategic roadmap based on Sales, Marketing, and Support & Operations CRM priorities. 

WHAT YOU WILL BE DOING  

• Define CRM vision, strategy and roadmap across all business and operational stakeholders 

• Develop a Global CRM functional solution that will promote consistency in practice but also flexible to adapt to key local particularities or business needs 

• Lead a CRM team who collaborates with subject matter expert stakeholders to build requirements based on priority and business impact, and using a data-driven approach 

• CRM team will manage the tactical initiatives / projects raised by stakeholders to help reduce process times, increase quality and improve robustness of our operational database 

• Review and analyze usage to ensure that the initiatives are being utilized correctly and consistently across end users, and deploy strategies to improve consistency and data hygiene 

• Optimize our operational flow systems: ensure that CRM systems are operating efficiently and directly leading to employee and client satisfaction, and driving lower cost to serve 

• Develop “how to” and best practice materials for end users and partner with Education & Training team 

• Build an internal change champion / SME groups across the various stakeholders to keep users informed, engaged, and provide feedback on latest developments 

• Build and maintain relationships across lines of business and key user stakeholders 

• Coordinate quarterly planning sessions across key LOB stakeholders and Tech / Dev teams 

• Stay up to date on Salesforce features and hold disc