Director, IT (CRM Technologies)

Company Description

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that. Our technology helped people put a man on the moon.

We are a key partner to some of the largest and highest growth organizations in the world. From energizing the most competitive gaming platforms, to enabling systems to make cities safer and cars smarter and more connected, to powering the data centers behind many of the world’s biggest companies and public cloud, Western Digital is fueling a brighter, smarter future.

Binge-watch any shows, use social media or shop online lately? You’ll find Western Digital supporting the storage infrastructure behind many of these platforms. And, that flash memory card that captures and preserves your most precious moments? That’s us, too.

We offer an expansive portfolio of technologies, storage devices and platforms for business and consumers alike. Our data-centric solutions are comprised of the Western Digital®, G-Technology™, SanDisk® and WD® brands.

Today’s exceptional challenges require your unique skills. It’s You & Western Digital. Together, we’re the next BIG thing in data.

Job Description

• Establish your vision, product strategy, product roadmap and technology requirements as part of the overall customer engagement programs
• Develop and implement a comprehensive CRM strategy aligned with organizational goals and objectives.
• Be a thought and influence leader for the needs of sales and support teams, identify emerging capabilities and tools to simplify customer value realization
• Extract and convert company goals into and preferred plans and initiatives, showing measurable results to expected outcomes
• Collaborate with internal teams and customers to understand opportunities and needs, establishing objectives and key results
• Engage cross-functionally with business, IT and other teams to solve problems with high-quality products
• Operationalize our people, processes and systems to define and drive goals and metrics around growth, engagement and optimization
• Anticipate future project needs to set yourself and your teams up for success through effective planning and execution
• Present, write, and speak with passion about our services, representing the mission and customer outcomes
• Oversee the configuration, customization, and optimization of CRM Platforms to meet the evolving needs of the business
• Design and implement data management processes to maintain high-quality, actionable data within enterprise applications
• Lead the operational direction of the team and develop its talent
• Deliver stable operations to support the Operations, Sales and Customer Service functions
• Manage third party partners as an effective extension of the team.

Qualifications

• 14+ years of experience leading customer facing initiatives with a proven ability to lead and deliver on strategic and tactical business objectives
• 6+ years of experience in CRM technologies, with a focus on Salesforce.
• Strong familiarity with best-in-class business applications like: Salesforce (Sales Cloud, Service Cloud, Communities), Pricing Tools and Master Data Management
• 8+ years experience as a manager, developing new leaders
• Effective project/program management skills and experience with Agile, Scrum, DevOps practices required.
• Excellent communication skills with an ability to communicate effectively to all levels of management; speak in business language, articulate a point of view and drive to a business decision.
• Strong knowledge of business processes and operations across the enterprise, especially in sales engagement & automation, opportunity/forecast management, customer engagement, customer support and service.
• Proven track record of translating business objectives and data insights into customer solutions by overseeing multiple products and driving roadmap priorities with a rapid release cadence
• Success leading customer facing initiatives, strategy and processes·
• Excellence innovating peer-led service delivery models, working in global organization with teams across multiple time zones
• Unification of customer facing digital properties into a connected customer experience
• Self-driven, team-oriented, fast learning, organized, disciplined, professional, goal oriented individual with positive attitude.
• Proven track record of successful CRM implementations, preferably in a leadership role.
• Knowledge of systems security, data protection, and data privacy as it pertains to delivering ente