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Seasoned CX/CRM Salesforce Retail SME
7 days ago
We are seeking a seasoned CX/CRM Salesforce Retail SME - Senior Director to join our CX/CRM practice team. As a key member of our team, you will drive client solutions, display thought leadership, and work closely with market/account teams to leverage CX/CRM practice capabilities and competencies.
Key Responsibilities- Market Leadership
- Understand the Consumer Goods and Travel & Hospitality industry domain, trends, and customer requirements in the context of CX/CRM and display thought leadership towards key business solutions.
- Leverage strategic partnership relations to create joint go-to-market strategies for driving growth and market leadership.
- Deep understanding of the practice offerings, solution frameworks, and core competencies.
- Trusted and Strategic advisor and Salesforce product and platform authority to the company's largest enterprise customers.
- Customer-centric mindset and the ability to empathize with clients' needs in a competitive market.
- Act as an advisor by bridging between the customer's needs and the practice solution and capabilities, delivering business growth and customer satisfaction.
- Provides subject matter expertise to proposal development and overall solution.
- Growth Strategy
- Define and develop Industry Focus areas, offerings, and solutions for Salesforce in alignment with BU needs and Industry trends.
- Engage with CXO, VP, and Director-level client stakeholders to identify white spaces and drives winning strategies.
- Builds and maintains strong collaborative relationships between practice and market teams to develop in-depth understanding of client business challenges and opportunities.
- Conduct research into clients' use of Salesforce and drives strategic vision, roadmap, and to-be architecture for Salesforce solutions.
- Guide customers in rationalizing and deploying new technologies that drive increased business value.
- Establishes close alliance and partnerships with Salesforce and other platform account executives and partner alliance team to drive partnership-led growth strategies.
- Closely collaborate with practice teams including pre-sales, business development, sales, and delivery to deliver on cross-functional strengths and capabilities.
- Thought Leadership, Consulting, and Advisory
- Act as an anchor from CX/CRM practice and own the business development tasks, activities, and deliverables (including but not limited to Proposals, Presentations, SOW, and other similar deliverables) in accordance with established bid timeline.
- Proactively engage and drive portfolio expansion and penetration effort according to practice guidelines and objectives.
- Engage and participate with Channel Sales to identify proactive deals and engage with account teams to win the deal.
- Responds to and delivers on client requests in a timely manner.
- Responds to RFP/RFI/RFQ leveraging his/her professional acumen and practice capabilities to deliver success.
- Participate and present at customer and industry events.
- Minimum 15+ years of technical leadership, solution development experience in CX/CRM domain.
- Proven track record of achieving growth objectives and deliver on sales metrics.
- Ability to develop new pipeline through prospecting and building relationships within the assigned market/vertical.
- Excellent written and oral communication along with ability to lead and deliver business presentations to business stakeholders at Director and VP level.
- Ability to lead multi-cloud opportunities in the areas of CX/CRM leveraging Salesforce tech stack including but not limited to Sales, Service, Integration, Commerce, Field Service, and other similar domains.
- Strategic thinking and problem-solving leveraging cross-functional teams and SMEs to deliver success.
- Salesforce certifications are highly desirable; other platforms like Adobe will be an added advantage.
- At least 10 years of experience in Salesforce solution architecture and design.
- Experience in designing and implementing complex Salesforce solutions using various integration patterns and technologies.
- Strong customer relationship, solutioning, and advisory skills.
- Maintains 50% billable utilization for key client engagements.
- Think big and drive to win attitude.
- GenAI Tools and concepts.
- Sales Transformation.
- Loyalty Management.
- B2B, B2C solutions.
- Sales, Service, Experience, Data cloud.
Cognizant is a global leader in digital business and technology services. Our diverse backgrounds offer different perspectives and new ways of thinking. It encourages lively discussions, inspires thought leadership, and helps us build better solutions for our clients. We want someone who thrives in this setting and is inspired to craft meaningful solutions through true collaboration.
If you are comfortable with ambiguity, excited by change, and excel through autonomy, we'd love to hear from you.
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