Salesforce.com, Inc Senior Director, Customer Data Strategy in Boston, Massachusetts
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Salesforce is embarking on our own Digital Transformation to deliver customer success for our customers and accelerate our growth. A key pillar of this transformation is creating a single view of all of our prospects, customers, admins, partners, and end users through an integrated customer data strategy and management program.
We’re looking for an experienced, analytical customer data leader to shape Salesforce’s customer data strategy across all of our clouds and regions globally. This leader will drive the vision for what customer data we acquire, how we organize it, how we model it, and how we make it available and useful for Salesforce marketers, sales teams, support teams, operational teams, and our customers.
The right candidate brings world class business understanding on the value of customer data along with the technical aptitude required to manage analytical decision models such as customer and product propensity algorithms, lifetime value models, and churn models on high volume transactional data sets. This candidate will have experience applying customer data models for marketing segmentation, targeting, and personalization.
This leader will drive the implementation strategy of Salesforce’s own customer data platform (CDP) and partner closely with the Salesforce product teams to inform the future roadmap. This involves defining the data streams to be integrated into our CDP, designing the identity resolution rules for each contact and account, defining and managing the attributes for each customer record, and leading the strategy for the analytical models that will empower segmentation and personalization across channels.
This is a highly visible role with wide organizational impact that will require driving alignment, resource allocation, and roadmaps across a number of product and data teams throughout Salesforce. The right leader will bring superb communication, team management, and program management skills in order to ensure the success of this initiative.
Design and manage Salesforce’s Customer Data Strategy across our clouds and business units. Determine how we’ll bring multiple, disparate data streams of customer interactions into a single source of truth that can be used across Salesforce.
Design and manage Salesforce’s Customer Data Schema in our Customer Data Platforms. This schema will comply with the Cloud Information Model and align customer data from multiple teams and source systems into a common framework with well defined and documented customer attributes.
Drive the roadmap for Customer Data Analytical Models for use in marketing segmentation, targeting, personalization, sales enablement, and similar use cases. This roadmap will include the creation of net new models and the integration of analytical models currently in use throughout Salesforce.
Drive the implementation and integration of Salesforce’s suite of Customer 360 Truth products. Align Salesforce product leadership, technical teams, and data teams on a common roadmap and integration program against the Customer Data Strategy.
Lead a team culture of critical thinking, creativity, innovation, experimentation, diversity, and inclusivity that aligns with Salesforce core values and enriches the impact, careers, and learning opportunities across the Digital team.
Be a master in cross-functional collaboration by developing deep relationships with key partners across the company and coordinating with working teams.
Build and maintain the team brand both internally (speaking in Executive forums, evangelizing on internal social networks) and externally (speaking at industry events, blogs).
Recruit, mentor, and retain a world-class customer data strategy team and participate in recruitment as we scale the wider Data organization within Digital
Constantly learn, have a clear pulse on innovation across the enterprise SaaS, data science, customer data, and analytics communities.
BA, Master’s in Technology degree, or equivalent (computer science, computer engineering, economics, applied math, statistics, engineering or other quantitative field) along with an MBA (or equivalent business experience).
15-20+ years experience in a combination of product management, strategy, consulting, customer/product analytics, data-science or an equivalent field
10+ years experience managing customer data programs and teams at Fortune 500 companies. Must have experience managing customer data programs that integrated multiple streams of customer data for use across a multitude of channels (web, email, advertising, messaging, sales, customer support, etc).
Strong data manipulation and database modeling skills. Must be proficient in SQL, understand how to design and evaluate data models (conceptual, logical and physical), and have the ability to closely partner with data engineers, architects, and data scientists to create well maintained customer databases.
Proven ability to lead the creation of analytical customer models such as attrition models, customer lifetime value models, propensity models, and similar efforts. Strong understanding of the modeling process and ability to evaluate the output of data scientists responsible for the models.
Experience working with large scale data systems and transactional customer data records (100s of millions to billions of events per month).
Experience working with 3rd party data providers to augment customer data records with in-market intent signals, household data, demographics or business firm data, etc.
Understanding of data management and data governance practices including data stewards, data custodians, data lineage, data quality, data cleansing, metadata management, etc.
Understanding of governmental privacy regulations on the collection and use of customer data (such a GDPR and CCPA) and how this impacts customer data management.
Proven experience working directly with senior executive leadership and ability to lead significant programs with market impact across multiple business units and/or companies.
Expert communicator in written and verbal form; ability to work well with executives, technologists, and able to lead and influence across all levels of the organization.
Inspiring leader with a driven, results-focused attitude that is able to drive multiple large initiatives concurrently across cross-functional teams (Product, Engineering, Customer Success, Product Marketing, SIs, and more).
Proven experience recruiting and mentoring world class data talent
Strategic problem solver who simplifies problems to their core elements and finds creative solutions.
Get-it-done mindset with a strong bias towards action.
Advanced Salesforce product knowledge a plus.
B2B customer data experience a plus
Experience working with Customer Data Platforms (CDP) and DMP’s a plus
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