Our partner is an established hospitality organization expanding Salesforce into a core business platform across sales, service, marketing, customer data, and hotel and vacation club operations. As the initial implementation progresses, the focus is shifting toward broader adoption, ongoing optimization, and stronger internal ownership.

They’re looking for a Director of CRM who has grown from hands‑on Salesforce delivery into technical leadership. You’ll stay close to architecture, workflows, and integrations, with the judgment to determine when a solution belongs within Salesforce or another enterprise platform.

Working directly with business leaders, you’ll uncover operational improvements and help turn them into practical solutions. You’ll also develop the internal CRM team, guide implementation partners, and collaborate with the data organization to create a more trusted, unified customer view across systems.

Experience and Education:

- Bachelor’s degree in Computer Science, Information Technology, or equivalent experience.
- 7+ years of progressive Salesforce or CRM experience, beginning in a technical capacity and advancing into technical leadership.
- Deep Salesforce expertise in solution architecture, configuration, automation, customization, and business process design, with exposure across Sales Cloud, Service Cloud, and Marketing Cloud.
- Proven delivery of Salesforce integrations with enterprise systems through APIs and other integration patterns.
- Applied knowledge of customer data across multiple systems, including Customer 360, master customer records, identity resolution, or comparable initiatives.
- Demonstrated leadership in developing internal CRM teams, establishing technical standards, managing implementation partners, and transitioning knowledge and ownership in-house.
- Proactive identification of business opportunities and translation of operational needs into CRM solutions.

Skills and Strengths:





- CRM Workflow Design
- API Integration
- Service Cloud
- Marketing Cloud
- Customer 360
- Customer Data Management
- Data Quality
- Business Process Analysis
- Technical Leadership
- Data Integration
- Stakeholder Communication
- Identity Resolution

Primary Job Responsibilities:

- Own Salesforce’s evolution from initial implementation into ongoing optimization, expansion, and internal ownership.
- Define the CRM roadmap with business and technology leaders based on operational priorities and customer value.
- Proactively engage Sales, Service, Marketing, hotel operations, and Vacation Club teams to identify improvements before formal requirements emerge.
- Guide solution architecture across Sales Cloud, Service Cloud, Marketing Cloud, workflows, automation, configuration, and customization.
- Review technical designs, challenge assumptions, and guide specialists through trade-offs, including when functionality should reside in Salesforce versus another platform.
- Guide integrations between Salesforce, reservation platforms, data platforms, and other enterprise systems, enabling access to data that remains outside CRM.
- Troubleshoot complex CRM, integration, and data flow issues while guiding technical teams toward resolution.
- Partner with the Data organization on Customer 360, identity resolution, master customer records, and consistent customer information across systems.
- Build and develop the internal CRM team, defining the skills, responsibilities, and technical capabilities needed as adoption expands.
- Manage implementation partners and progressively transition appropriate responsibilities, knowledge, and ownership in-house.
- Establish architecture, development, integration, and governance standards that support maintainable Salesforce solutions.
- Measure the operational and customer impact of CRM improvements to guide optimization and evaluate practical AI opportunities as the platform and customer data foundation mature.

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