- Company Name
- The Ritz-Carlton Yacht Collection
- Job Title
- Sr. Director, IT, Salesforce & CRM Technologies
- Job Description
-
**Job Title**
Senior Director, Salesforce & CRM Technologies
**Role Summary**
Lead the end‑to‑end strategy, architecture, and operations of the Salesforce multi‑cloud ecosystem to drive data‑driven guest and partner engagement. Oversee a cross‑functional team of administrators, developers, architects, and integration specialists, partnering with business, IT, and external vendors to align CRM capabilities with enterprise digital transformation goals.
**Expectations**
- Deliver scalable, maintainable Salesforce solutions across Sales, Marketing, Data, and Experience Cloud.
- Integrate Salesforce with ERP, reservation, mobile, data warehouse, and telephony systems via MuleSoft and other middleware.
- Champion AI/Einstein capabilities for automation, personalization, and predictive insights.
- Maintain data governance, security compliance (GDPR, CCPA), and platform performance.
- Build internal Salesforce expertise through coaching and clear governance frameworks.
**Key Responsibilities**
- Architect and lead configuration, customization, and release management for Sales, Marketing, Data, and Experience Cloud.
- Design and oversee MuleSoft and other middleware integrations connecting Salesforce with core systems.
- Drive CRM integration with NICE and telephony platforms to ensure unified customer data and experience.
- Develop and execute a Salesforce roadmap aligned with organizational digital transformation objectives.
- Partner with Marketing, Sales, Guest Experience, and Operations to identify and implement CRM‑enabled initiatives.
- Manage vendor relationships and contracts for Salesforce, MuleSoft, and related platforms.
- Establish governance for change management, data quality, security, and compliance.
- Define KPIs and dashboards to measure CRM ROI, campaign effectiveness, and system health.
- Align integration patterns and master data strategy with Enterprise Architecture and Data teams.
**Required Skills**
- Expertise in Salesforce Sales, Marketing, Data, and Experience Cloud architecture and deployment.
- Strong knowledge of MuleSoft (Anypoint Platform) integration design and implementation.
- Experience with telephony integration (NICE, etc.) and omnichannel engagement solutions.
- Proficiency in Salesforce Einstein, AI, and analytics.
- Data governance, security, and compliance (GDPR, CCPA) expertise.
- Leadership skills with proven ability to build and coach high‑performing technical teams.
- Vendor management and contract negotiation experience.
- Excellent stakeholder communication and business‑impact analysis.
**Required Education & Certifications**
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- Salesforce Certified Application Architect (CPD or CDP) and Salesforce Certified Technical Architect (CTP) preferred.
- MuleSoft Certified Developer (Mule 4) or equivalent integration certification.
- Additional certifications in data governance, compliance, or AI are a plus.
Fort lauderdale, United states
On site
13-11-2025